Returns of Faulty, Damaged, Incorrect Item
There may be times when you will need to return a faulty item purchased from us. Our Returns Policy is designed to assist you with your return. If you wish to return any item(s) you have purchased that are faulty, damaged, incorrectly described or the wrong item, you can return the item(s) after contacting customer service via email within 14 days from the date of delivery. Return postage costs will be at your expense unless the item(s) returned is confirmed to be faulty or not as ordered. In this instance, postage will be incurred by Sex Toys Erotica.
- Most problems with products are related to batteries, not a fault with the toys, so before returning an item, please ensure:
- The batteries are inserted the right way.
- The batteries have plenty of charges, preferably try a fresh set of heavy-duty batteries.
- The plastic case around the batteries has not been removed.
- The battery compartment is done up tight where applicable.
- Hold controls for 3-5 seconds to turn on. If your issue still exists please contact us and we can provide further assistance and arrange a replacement if necessary.
IMPORTANT: If a returned item is found to be in working order a return service fee for the cost of return of the item to you will apply. Again, please check your item thoroughly as more than 70% of returns are found to be in good working order.
Change of Mind/Incorrect Purchases
Please choose carefully when making a purchase, we do not do refunds or make exchanges on toys and adult products for change of mind or incorrect purchases.
Returns on Lingerie, Costumes, Intimates
Please note that for health reasons, we are unable to offer an online credit or refund on lingerie items including body stockings, hosiery, thongs, g-strings, and briefs. We are also unable to offer an online credit or refund on intimate apparel and/or costumes simply because you "changed your mind". Please understand we have this policy in place to protect you, our customer and your health and wellbeing.
Returns Policy Conditions
To expedite any returns please ensure that:
- You return the item within 14 days (inclusive) from the tracked date of delivery
- You produce your original Sex Toys Erotica invoice (receipt) when you return the item
- The item is in original condition: - With all original tags and box - In an unused state.
In some cases products will have a warranty of one year or more; in this instance, we will require a copy of your purchase receipt. Your product will be replaceable on the manufacturer's terms and conditions of replacement.
In the case of a return please email us with details and any photos or videos first. We will make a determination from this as to whether your product should be returned for replacement.
If you are not able to comply with these requirements, Sex Toys Erotica reserves the right to refuse an exchange or refund. Items on Sale will only be exchanged (not refunded).
If your order is over $85 delivery via express post is FREE. All orders are sent via Australian post within Australia during normal business hours. Your order will be discreetly packaged in plain AAE satchels and will not include references relating to the product purchased or site name purchased from. For discretionary reasons, the sender’s name will not be displayed on your parcel.
* Express Shipping on orders will arrive between 1-3 business days depending on your location. - $13.99 AUD per order for orders over $45.
* Express delivery for orders under $45 AUD are at a rate of $14.99.
Large heavy items may incur additional shipping fees. If additional shipping costs are required then we will notify you upon purchase.
Shipments outside metropolitan areas which are in isolated areas may take a little longer to be delivered. All deliveries include parcel tracking so you can check the delivery status of your order at any time most convenient to you. Tracking information is emailed to you once your order has been shipped.
All parcel deliveries are very discreet. Neither the courier nor anyone associated with the delivery of your parcel will be aware of its contents or place of origin. All packages coming out of our warehouse are simply and discreetly labelled with no reference to Sex Toys Erotica Adult Shop. Packaging is strong and extremely well sealed to limit any risk of breakage, damages or parcels being opened in transit. If you or a family member is not at home when your parcel arrives then it will be taken to the nearest Australia Post Office Shop for collection.
If a return is required we will give you a returns address which will be discreet and not associated with our adult shop Sex Toys Erotica. All payments made online will show *SP HEALTHCO on your bank statement, your privacy will always be our first priority.
NEW ZEALAND DELIVERIES
Any orders we receive from any other countries other than Australia and New Zealand will be automatically cancelled and refunded.
* Express Shipping on orders will arrive between 1-3 business days depending on your location. - $14.99 NZ per order for orders over $45.
* Express delivery for orders under $45 NZ are at a rate of $15.99.
Free shipping only applies to Australian resident addresses only. Large heavy items may incur additional shipping fees. If additional shipping costs are required then we will notify you via email or phone upon purchase. We will wait until confirmation before proceeding with orders.
Reshipping charges will apply if international orders are returned to us.
For more information please don't hesitate to contact us via phone, email or contact page.