Refunds & Returns

Refunds:

All items are hygienically checked for defects when we receive them, and immediately prior to being sent. This is to ensure that the risk of faulty products being received is minimal. Due to the intimate nature of our products, refunds can only be granted for items that are received as faulty.

Items with manufacturer’s faults must be returned within 14 days of receiving the goods, and will be replaced at our discretion free of charge after we can confirm that the goods are indeed faulty. If the item/s in question cannot be replaced, we will offer you a similar item of equal or greater value, or failing this a credit note will be issued. If for some reason this is unsuitable to you, a refund can be arranged, minus the postage costs incurred by us in the initial shipping, at our discretion. Refunds can be made in the form of cheque or bank deposit, PayPal and credit card (if possible).

Items cannot be replaced or any refunds given for products that the customer decides are unsuitable, if the customer isn’t satisfied with the performance or effects of the product, or the customer simply changes their mind, due to the obvious health and safety regulations that govern the sale and use of our adult products.

Goods Damaged in Transit:

Sexy Toys Emporium ensures that all items are adequately protected against reasonable levels of rough handling by packing them in bubble wrap. However occasionally items are damaged in the post, which is something that we cannot be held responsible for. We cannot exchange or refund items should the packaging itself be damaged, although we may offer a replacement/credit note/refund at our discretion if the item itself is significantly damaged. We suggest that if significant damage occurs in transit that you contact us support@sextoysemporium.com.au and if we believe that it is appropriate, we will instruct you to return the damaged goods (or reasonable evidence that the goods are destroyed - fragments, etc.) at your expense and we will issue a replacement/credit note/refund as we see fit. We must be notified of any damage sustained in transit within 2 days of your receiving the damaged item, as we cannot be held responsible for breakages during use. All items are sent using the regular post route. Hi-risk items may be sent via Registered Post at our discretion.  If you are particularly concerned about damage to the packaging, we suggest that you let us know (for small items) or purchase additional packaging from our 'Extra Postage Options' category (for large items).

Goods Not Received:

If your item is not received within 15 working days after it is posted, it will be assumed to be lost in the post. In such an occurrence, and after confirmation that the postal details supplied by you upon placing your order were correct, a replacement/credit note/refund (as deemed appropriate by us) will be issued for the product minus freight costs incurred. In order to do this, we will require that you download, sign and return a document stating that you a) have not received the item in question, b) do not know the whereabouts of the item in question, unless it can be confirmed by Australia Post / Australia Air Express that the item/s in question have been lost in the post. In the event that the goods have been marked as received by Australia Post, no compensation will be issued.

Method of Refund:

Where possible, refunds will made by cheque, bank deposit, or credit note. We do not usually perform refunds directly onto credit cards unless exceptional circumstances permit.

How to Make a Return:

To make a return, please fill out and email the returns for, you login to your customer account and fill out the returns process. Alternatively email on the below email and we will help you with the process at support@sextoysemporium.com.au.


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