Refund policy

 We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@adulttoyhouse.com.au If your return is accepted due to being faulty we’ll send you a return shipping label within 5 working days, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@adulttoyhouse.com.au we are more than happy to help as customer service is important to us! 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

In rare cases where toys are faulty, we will replace them within our 30 day warranty period we will also honour the manufacturer warranty where applicable.

we may ask you to do the following to ensure item has been tested correctly before we accept a faulty return 

• Make sure the batteries used are the correct size and type 
• insert batteries correctly
• ensure batteries are new 
• please check to make sure there is no moisture 
• check security seal does not have a label covering the battery operation 
  

Exceptions / non-returnable items
Certain types of items cannot be returned custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale or adult products items or gift cards.

Exchanges

Please choose your sex toys carefully as due to health & hygiene reasons we are unable to offer an exchange or return on open / used sex toys or change of mind.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.