Returns & exchanges
If something you bought from us is faulty, we'll replace it or refund you. Every battery-operated toy is tested before it leaves our warehouse, and our own 30-day and 12-month warranties sit on top of your rights under Australian Consumer Law.
Start a returnHow to return an item
Complete the returns form
Fill in our online returns form and you'll receive your RTA number.
Pack your item
Pack the item securely and write your RTA number clearly on or inside the parcel.
Post it to us
Send it to our returns address below. Keep your postage receipt in case you need to claim the cost back.
- Returns postal address
- Sex Toy Discount Warehouse Returns
Unit 5, 1-3 Business Drive
Narangba QLD 4504
What can be returned
Faulty items
If a product has a manufacturing fault and is within its warranty period, return it for a replacement or refund.
Your rights under Australian Consumer Law also apply, whatever our warranty periods say.
Change of mind
We can't accept change-of-mind returns or exchanges, except lingerie, which can be exchanged for a different choice within 30 days, as long as it's unworn and in brand-new condition, with tags attached and in its original packaging. A $10 delivery fee applies to lingerie exchanges.
This is for health and hygiene reasons. Returned personal items are never put back into stock, even in their original packaging, so you'll never receive someone else's returned product.
Quick checks before returning a toy
About 30% of toys sent back to us have nothing wrong with them, just a battery or lid issue. Run through these first and you might save yourself a trip to the post office.
- Use the right batteries. AA and AAA can look alike.
- Check the batteries are inserted the right way. Some toys alternate the direction.
- Make sure the batteries are charged, or try brand new ones.
- Check the battery contacts are dry and haven't been exposed to moisture.
- Close the lid firmly. Some need to click into place.
- Read the instructions. Some toys need a button sequence to unlock before they turn on.
Our warranties
Our range is chosen by a buying team with decades of industry experience, from more than 60 suppliers across Australia, Asia, Europe and the USA. Many products are personally tested by our team, every item is visually inspected, and every battery-operated toy is tested before dispatch. If something still goes wrong, these warranties have you covered.
30-day warranty
If any item fails within 30 days of receipt because of a manufacturing defect, we'll replace it or refund you, your choice.
Replacements are dispatched within 2 working days of the faulty item arriving at our warehouse, then allow the usual delivery time.
12-month warranty
Sex toys with a regular retail price of $149 or more (excluding male stimulators and love dolls) are covered for 12 months from purchase. If one fails because of a manufacturing defect, we'll replace it or refund you, your choice.
Replacements are dispatched within 2 working days of the faulty item arriving, then allow the usual delivery time. The product description will say if an item has the 12-month warranty.
- Hismith sex machines
- Faulty Hismith machines will be repaired unless there is an immediate or exceptional fault. Any faulty components will be replaced with new ones.
- Proof of purchase
- A proof of purchase, such as your order confirmation or invoice, is required as evidence of the purchase date.
Return postage costs
- Faulty item under warranty
- We refund your reasonable return postage once the fault is confirmed, and send the replacement by eParcel for free
- Lingerie exchange (change of mind)
- $10 delivery fee for sending the exchanged item. Lingerie must be exchanged within 30 days, unworn, with tags and original packaging
Your rights under Australian Consumer Law
Our warranties are extra benefits, given in addition to your rights under Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Returns questions
How do I return an item?
Complete our online returns form to get your RTA number, write that number on your parcel, and post it to Sex Toy Discount Warehouse Returns, Unit 5, 1-3 Business Drive, Narangba QLD 4504.
Can I return or exchange an item if I change my mind?
Only lingerie can be exchanged for change of mind, within 30 days, as long as it's unworn and in brand-new condition with tags attached and in its original packaging. A $10 delivery fee applies. Other items can't be returned for change of mind for health and hygiene reasons. Returned personal items are never put back into stock.
What if my item is faulty?
If it has a manufacturing fault and is within warranty, return it for a replacement or refund, your choice. Before you send it back, check the batteries, battery direction and lid, as these cause about 30% of returns.
What warranties do you offer?
Every item has a 30-day warranty against manufacturing defects. Sex toys with a regular retail price of $149 or more, excluding male stimulators and love dolls, have a 12-month warranty. Both are in addition to your rights under Australian Consumer Law.
Who pays for return postage?
If your item is confirmed faulty, we refund your reasonable return postage and send the replacement by eParcel at no charge. Lingerie exchanges for change of mind have a $10 delivery fee.
How long does a replacement take?
We dispatch replacements within 2 working days of the faulty item arriving at our warehouse, then normal delivery times apply.
Who can I contact about a return?
Call our head office on (07) 3204 9108 or email sales@sextoydiscountwarehouse.com.au.
Need help with a return?
Call our head office on (07) 3204 9108, email sales@sextoydiscountwarehouse.com.au, or start your return online.
Start a return