Cancellation & Returns

We understand that plans can change. If you need to cancel or amend an order, please contact us as soon as possible and include your order number.

Orders cancelled within 24 hours of being placed can be cancelled free of charge, provided they have not already been dispatched. We will confirm your cancellation by email; an enquiry alone does not mean the order has been cancelled.

After the first 24 hours and before dispatch, cancellations are subject to a fee of between 10% and 50% of the order value. The cancellation fee will not exceed 50%. Please contact us as soon as possible so we can check the status of your order and confirm the applicable fee.

The fee is assessed case by case and reflects the reasonable costs already incurred for your order. Production progress is the main consideration, along with any optional functions selected.

Once an order has been dispatched, it can no longer be cancelled and this Returns Policy applies.

We generally do not accept returns for change of mind. Many of our products are intimate or personal-use items, and hygiene and product-integrity considerations mean they cannot be safely returned to stock—particularly after protective seals or packaging have been opened.

This change-of-mind position does not affect your rights where an item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

If your order arrives damaged, appears faulty, is materially different from its description or is not the item you ordered, please contact us promptly. We’ll review the issue carefully and work with you toward an appropriate remedy.

To help us resolve the matter efficiently, please provide your order number, a clear description of the issue and, where reasonable, photographs or video showing the product, packaging and shipping label. Please keep the item and its packaging until we advise you of the next step.

If the product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we may choose to provide a repair, replacement or refund in accordance with the Australian Consumer Law. Nothing in this policy requires you to return an item where doing so would be unreasonable or contrary to your statutory rights.

1. 1
   Contact us first

   Please contact us before sending anything back. Unauthorised returns may delay assessment.

2. 2
   We review your request

   We’ll confirm the available next steps and, if a return is appropriate, provide return instructions.

3. 3
   Assessment and outcome

   Once the item is received or sufficient information is available, we’ll assess the matter and keep you informed.

Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to display the funds. Where a cancellation fee applies, it will be deducted from the refunded amount after we have advised you of the applicable fee.

Return shipping responsibilities and costs depend on the reason for return and your rights under the Australian Consumer Law. We will explain the arrangements before a return is sent.