No Quibbles Guarantee

Our returns policy is simple!

Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart (which is fair enough) you must return it to us unused and in its original condition within 7 days for a prompt replacement, exchange or refund.

Returns

How do I return an item? Simply call us on 08 9592 8660 and one of our Customer Support team will issue you with a Returns Authorisation Code that will enable us to process your return quickly and efficiently. If calling from overseas, please call +61 8 95928660 or email customersupport@sextoys2thedoor.com. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return. All products returned to us will be thoroughly checked by our Returns Department and only then will a refund, replacement or exchange be authorised and processed. Returns are usually processed within 7 working days of receipt. A refund will be made in the same form of payment that was used to make the initial purchase. Return shipping costs will not be refunded unless the items are faulty.

To help you return an item, we have developed some simple and easy to follow guidelines:

Faulty or incorrect item received: If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us (please either enclose a copy of your postage receipt when you return the item or fax it to us on 08 9592 8662, so that we can process your refund). You are responsible for any other service provided to you in connection with your purchase, e.g. gift-wrapping. The complete item(s) (including all parts, accessories, instructions and packaging etc) must be returned within 7 days of purchase, otherwise we will not be able to refund you.

Change of heart: Goods returned to us because of a change of heart must be unused and in perfect, re-salable condition (including all parts, accessories, instructions and packaging etc), otherwise we will not be able to refund you.  You are responsible for any other service provided to you in connection with your purchase, e.g. gift wrapping, delivery charge and returns postage. The item(s) must be returned within 7 days of purchase. A handling charge of 5% will be applied to cover the cost of our on line credit card clearing facilities.

When first trying out your new gift, please do so somewhere clean and safe - we can't replace muddy, scratched, torn or grass-stained stuff.

Perishable goods: We are unable to accept returns of perishable goods.

Returning a gift: We are happy to exchange unwanted, faulty or defective products that have been sent as a gift. If you are returning an item but would like to exchange it for something else and you're not sure what, we are happy to issue a gift voucher for the value of the item you are returning. If a refund is required however, please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.

Returns lost in transit: We cannot be held responsible for packages lost in transit as you are responsible for returning the item(s) to us. We strongly recommend that you are adequately insured and that you send the package by either Recorded/Special Delivery, depending on the value of the product/s you are returning (check with the Post Office). Please keep your proof of postage until you have received your replacement or refund.

Please note, in all instances Australian Internet Merchants and SexToys2TheDoor shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.

Complaints Procedure

Australian Internet Merchants and SexToys2TheDoor takes its relationships with customers very seriously, and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within one working day of receipt, whether they're inquiries or, heaven forbid, complaints. If email is too impersonal, we encourage you to phone us on 08 9592 8660, where our Customer Support team will be glad to help.

All your feedback is appreciated, although we prefer good news!