Returns & Refunds Policy

At LoveStash Australia, your health, safety and hygiene are our highest priority. Due to the intimate nature of our products, we do not accept returns or exchanges for change of mind, except where we separately approve an exceptional goodwill return.

We accept returns for defective products and provide remedies for damaged, incorrectly supplied or misdescribed products as required by the Australian Consumer Law.

Nothing in this policy excludes, restricts or replaces your rights under the Australian Consumer Law.

35-Day Return Window

Our standard return window for defective products is 35 calendar days after delivery. Please contact our customer service team within this period to report the problem and arrange your return.

If a return is required, we will provide the appropriate return address and instructions. Please contact us before posting so your return can be identified and directed correctly.

The 35-day window does not limit your statutory rights. You may remain entitled to a remedy after this period under the Australian Consumer Law, depending on the product and the circumstances.

Change of Mind & Hygiene Restrictions

We do not accept returns or exchanges because you have changed your mind, selected the wrong product, found a lower price elsewhere or no longer require the item.

This applies even if the product is unused, unopened, sealed or in its original packaging, unless we separately approve an exceptional goodwill return.

Please check product descriptions, dimensions and sizing information carefully before ordering. We do not accept returns solely because a correctly described product is too big or too small.

We do not offer a satisfaction or pleasure guarantee. Personal preference or a product not delivering the experience you hoped for does not by itself establish a product fault.

These restrictions do not affect your rights where a product is defective, incorrectly supplied, misdescribed or otherwise fails to meet applicable consumer guarantees.

Gift Cards, Digital & Custom Products

Gift cards, downloadable or digital products, and personalised or custom-made products cannot be returned for change of mind.

This does not exclude any remedy required under the Australian Consumer Law.

Faulty, Damaged, Incorrect or Misdescribed Products

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If a product arrives damaged, is incorrect, develops a fault or does not match its description, contact us as soon as reasonably possible. Please provide:

• Your order number or other proof of purchase.
• The product name and a description of the problem.
• Photographs or video showing the issue, where reasonably possible.

Please do not send intimate photographs or videos. Supporting evidence should show only the product and the issue.

We may reasonably assess or test the product before determining the appropriate remedy.

• For a major failure, you may choose a refund or replacement.
• For a minor failure, we will provide an appropriate remedy within a reasonable time, as required by law.
• Where a replacement is agreed, we will supply the same product in working condition where available. If it is unavailable, we will discuss an appropriate alternative remedy with you.
• Original packaging, unopened condition and intact hygiene seals are not requirements for a statutory remedy.
• Store credit will not replace a refund you are entitled to unless you agree.

No restocking, processing or exchange fee applies to a defective-product return where a remedy is required under the Australian Consumer Law. This includes a refund, repair or replacement with the same product in working condition.

Manufacturer warranties are additional to your statutory rights. You may contact LoveStash for assistance rather than dealing directly with the manufacturer.

How to Send a Return

1. Contact our customer service team through the contact options on our website.
2. Follow the return instructions and use the return address we provide.
3. Pack the product securely inside protective outer packaging.
4. Return the item by post or courier and retain proof of postage. We recommend a tracked service.

Please do not send products to the manufacturer or assume the dispatch address printed on your original parcel is the correct return address.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will cover reasonable return postage costs. Contact us first so we can arrange an appropriate return method or explain reimbursement. We will also cover delivery of any replacement provided as a statutory remedy.

Exceptional Goodwill Returns & Restocking Fee

We do not offer a general right to return non-defective products. In exceptional circumstances, we may separately agree in writing to accept a non-defective product as a goodwill gesture.

Requests for exceptional goodwill returns must be submitted within 35 calendar days after delivery. If we agree to accept the return:

• The return must be approved before the item is sent back.
• The product must be unopened, unused and unworn, with all original packaging, accessories, hygiene seals and tags intact.
• You must follow the posting deadline and instructions provided in our written approval.
• You are responsible for arranging and paying for return postage.
• Original delivery charges are non-refundable.
• A restocking and processing fee of 20% of the total order value applies, subject to applicable law. We will confirm the fee and proposed refund amount before you proceed.

This fee helps cover handling, inspection, payment processing and administration. Any fee charged will not exceed the amount we may lawfully charge.

Approval applies only to the specific return authorised and does not create an ongoing right to return other purchases.

The 20% restocking and processing fee applies only to separately approved goodwill returns of non-defective products. It does not apply to refunds, repairs, replacements or other remedies required under the Australian Consumer Law.

Refund Amount & Processing

Refunds reflect the amount actually paid for the relevant products, including applicable GST and after any discounts. For an approved goodwill return, any lawful deductions will be confirmed before the return proceeds.

We will assess returned items and process approved refunds within a reasonable time. We will notify you of the outcome and when a refund has been processed.

Refunds are made to the original payment method unless otherwise agreed or required by law. Your bank or payment provider may take additional time to display the funds.

If you paid using a gift card, the corresponding amount will be restored to that gift card or issued as replacement store credit, unless otherwise agreed or required by law.

Exchanges

We do not offer exchanges for change of mind. A defective product may be replaced with the same product in working condition where appropriate under the Australian Consumer Law, without a restocking, processing or exchange fee.

Order Changes & Cancellations

Contact us as soon as possible if you need to change or cancel an order. We process orders promptly and cannot guarantee that a request can be actioned before dispatch.

If we can stop your order before dispatch, we will cancel it without a cancellation fee and refund the cancelled items and any delivery charges that no longer apply.

Once dispatched, an order cannot be cancelled for change of mind. Statutory cancellation and refund rights remain unaffected.

Bundles, Discounts & Promotional Gifts

Refunds reflect the amount actually paid. Where an order-level discount applies, it will be allocated proportionately to the relevant products.

For an exceptional goodwill return of a bundle sold as one product, all components must be returned together and meet the agreed return conditions.

If a goodwill return means the remaining purchase no longer qualifies for a promotional gift, please return the associated gift unopened and unused. If you wish to keep it, contact us before posting so we can agree on any adjustment under the promotion's terms disclosed at purchase. We will not apply an undisclosed gift charge.

These promotional conditions do not reduce your entitlement to a remedy under the Australian Consumer Law.

Need Help?

Contact our customer service team through our website with your order number and question. We are happy to help with product selection before purchase and guide you through a return if a problem arises.