FAQ - Returns, Refunds & Exchanges
Sexyland offers a 12-month warranty that applies to manufacturers' faults on all toys. Lingerie and footwear come with a 60-day warranty from date of purchase. If your product proves to be defective within this time, just show us your proof of purchase and Sexyland will repair, refund or replace the product with the same or a similar product at our sole discretion. To find out if a specific issue is covered, just ask one of our Fun Specialists via Live Chat, or call 1800 885 239.
Change-of-mind returns can only be processed within 2-days from date-of-purchase or, date-of-delivery confirmation.
Change-of-mind returns that will be accepted, include;
a. If the garment is unsoiled, has tags intact and can be resold.
or
b. If the adult toy is undamaged and the outer packaging is in ‘as new’ condition, has the sanitary seal intact and can be resold.
or
c. If a liquid substance is unspoilt and the outer packaging is in ‘as new’ condition, is sealed and can be resold.
or
d. If the game/novelty item and its packaging is undamaged and can be resold.
If a change of mind return meets the above criteria, you are eligible for one of the following:
1 . Exchance for another product of equal value, or higher value where you pay the additional difference in price.
2. Store credit to the same value
Important note: Cash refunds will not be issued. Change-of-mind returns can only be issued once, per customer. Secondary change-of-mind returns will not be accepted.
Here’s a handy checklist of things you can try before admitting defeat:
Rechargeable toys
• Make sure your toy is fully charged. Some toys may come with a half-full charge, but others might not, so it’s always worth topping up a new toy’s power straight out of the box.
• Double check that the toy is charging by making sure the power light is flashing when the charger is connected. If the light stays on, this means your toy is fully charged.
• Make sure that your charger’s power source is on – no judgement, we’ve all forgotten to flip a power point switch before!
• Try different power ports for your charger as power may vary across different outlets.
• Ensure you’re holding your toy’s power button down for long enough to turn it on (this is usually about 3-5 seconds).
• If your toy has a travel lock feature, make sure it’s off – check your toy’s instruction manual to find out how to enable/disable the travel lock.
Battery-operated toys
• Sexyland provides new batteries with all toy purchases so you can enjoy yourself straight away! Pop them into your toy and close the cap tight (especially on waterproof toys). If you’ve had your toy for a while, try replacing the batteries with a fresh set.
• Make sure you’re using the correct batteries and that they’re inserted the right way around.
• Check that the battery contacts are aligned and that the springs aren’t too compressed – sometimes manufacturers include a sliver of material between the batteries and the contacts to prevent the batteries from draining while the toy is in its box, so be sure to remove this too.
• Ensure the battery contacts are free from corrosion (which looks like a green residue on the metal).
We’re sorry to hear that! If you’ve gone through the checklist above and your item still isn’t working, we’ll gladly sort things out for you. Get in touch with one of our Fun Specialists over the phone, Live Chat, email us at websales@sexyland.com.au, or see us in-store and give us some details, including:
• Proof of purchase
• Order number (if purchased online)
• Your full name
• Contact details like your email address and phone number
• What the item and fault are
We’ll assess your item and let you know the outcome of our inspection. If the product is defective, Sexyland will repair, replace, or refund the paid amount in full upon proof of purchase.
How to return/exchange an item in-store
Come up to the counter at any of our Sexyland store locations and one of our friendly Fun Specialists will inspect your toy on the spot.
How to return/exchange an item online
After you’ve contacted us via Live Chat, phone, or emailed webstore@sexyland.com.au, we’ll send you a return label that covers all shipping costs so you can send your item back to us for inspection, free of charge. We kindly ask that you please clean your product with warm water and toy cleaner or mild soap prior to returning it and include all attachments and chargers neatly in appropriate packaging, like the original box if you’ve still got it. Print the return label and attach it to the outside of the package, then take it to your nearest Post Office or red Post Box and let us take care of the rest!
Sexyland Pty Ltd are not liable for any unclaimed, damaged or, stolen goods, once handed over to a third party delivery service provider.
Claims for a refund on the loss or theft of goods via our 2-hour delivery service will not be processed after more than 10 days, from date of purchase.
