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Return & Cancellation Policy
To ensure the safety and health of our customers, we do not accept returns or exchanges on items that can constitute a health risk or any item that comes into contact with ANY bodily fluid (saliva, semen, urine, blood, et al). Once these items leave our warehouse, we consider them to be used and non-resalable.
Return & Exchange Policy applies to ALL items listed on thesexgarden.com.au
All products are warranted by us for 30 days from the invoice date. If any product is found DEFECTIVE within that 30 day period, please contact us for an exchange. We will exchange ANY defective item for that same item only.
We will be glad to exchange NON-DEFECTIVE items that do not constitute a health risk for 30 days from the invoice date. All NON-DEFECTIVE returns will be issued Store Credit for the amount of the item.
ONLY Manufacture Fault is returnable and refundable (send back for us to check the product). Due to health and risk regulation in Australia, products that "Have been used" are not returnable and refundable.
Products that are "Not used properly according to instruction / Mis-use" not acceptable and not covered by the product and manufacture warranty.
Please choose carefully before you buy. Due to health & hygiene reasons, we are unable to offer an exchange policy for change of mind on adult products.
The customer is responsible for the cost of all shipping charges; For defective items, we will cover the shipping cost of the replacement item to the customer only.
If your product is faulty, the default option will be replaced with an identical product and your fee of shipping back to us the faulty product will be covered. If we cannot replace the product, we will then offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.
The customer may be charged a return services fee of $14.00 dollars per order when an order is returned due to a bad address; this fee does not include shipping charges to reship the order to a corrected address. Please ensure that your shipping information is accurate before placing your order.
How to arrange your return or exchange:
Please contact info[at]thesexgarden.com.au or (02) 8007 4166 to obtain approval for your exchange.
Returns will NOT be accepted without an RMA (Returned Materials Authorization) number. For faster service, please have the following information on hand when calling for an RMA number: customer name, invoice number, serial number and nature of the problem.
All products returned MUST: be 100 percent complete and in like new condition, contain ALL original boxes and packing materials, have original UPC codes on the manufacturer boxes, contain all manuals, blank warranty cards and other accessories and documentation provided by the manufacturer.
We strongly recommend you fully insure your return shipment in case it is lost or damaged and you use a carrier that can provide you with proof of delivery for your protection.
Once an order has been submitted your credit/debit card will be charged immediately. Our ordering process is streamlined so your order will immediately be sent to processing and then shipping. Due to the high volume of orders we receive we will be unable to cancel an order after submitted. Please order carefully.