Please ensure you enter the correct delivery address as parcels which are returned to us as undeliverable will incur a re-dispatch/delivery fee. Freight charges paid for the original dispatch are not refundable. We offer free delivery for purchases over $200, only for Australian customers. Your parcel/carton will be delivered by Australia Post, Express Post satchels, Fastway Couriers and Comet during normal business hours. Upon delivery, the goods must be signed for. If a signature cannot be obtained at the time of delivery, a card will usually be left informing you of how to collect/claim your parcel during normal business hours. Parcels will be held by each of the delivery services for their maximum hold time. However, should you not respond to their respective calling cards and the parcel is returned to us as unclaimed, further freight charges will be payable for re-dispatch. Freight charges paid for the original dispatch are not refundable. Even though at Sex Toy Australia we take pride in the care we take with packing all of our internet, phone and mail orders, sometimes, accidents or errors occur. Notification of faulty, damaged, incorrect or missing products must be received by our Customer Service Department within 48 hours of your parcel being signed for. Should your parcel contain a damaged or faulty item, we will provide instructions on how to return goods as set out below in our returns section.
Your satisfaction is important to us. However, please choose carefully before you buy as we are unable to accept returned products due to incorrect choice, change of mind or not what was expected; we will only replace items which are found to be faulty, not as described or damaged. This is a steadfast rule as due to the nature of product once it leaves our warehouse the products may come into contact with bodily fluids including semen, saliva, urine and vaginal fluids and due to health department reasons once an item is sold it may not be re-sold. You may return a product that has a manufacturing defect, was not as described or was damaged for replacement or if the product cannot be replaced a choice of store credit or refund. Please follow these easy instructions. To return a faulty, damaged or not as described product, you must notify us of the exact problem within 30 days of purchase, fill out the online returns form you will be issued with a RMA Number. Item/s where possible should be in its original packaging and are sent at the customer's cost - this cost will be refunded once the item is returned and the problem verified When returning the goods include return paperwork detailing the RMA number, nature of the defect, the invoice number for your order, whom you contacted relating to the items return and the invoice where possible. On an items return the product will be independently Quality Control Checked to verify the problem. Once the fault or problem has been confirmed we will contact you to replace the faulty/damaged goods or issue a refund/credit.
PLEASE NOTE: Please check your item thoroughly that there is an actual problem. Over 70% of items returned are in working order and do not work due to item not being correctly placed in charging cradle, incorrect batteries used, batteries placed in incorrect position, charging pin or usb not being connect correctly. If you have any doubt, please contact our customer service team by phone as they may assist you in having your product in full working order without having to return it.
IMPORTANT: If a returned item is found to be in working order the customer will be liable for a return service fee for the cost of return of the item and will not be reimbursed for the initial cost of the return. Again please check your item thoroughly as more than 7 in 10 returns are found to be in good working order. Products found faulty more than 30 days after purchase should be returned to manufacturer for replacement.