Returns and Exchanges
Your complete satisfaction is our ultimate goal.We will gladly refund or exchange purchased items under the following conditions:
- New Zealand and Australia all goods must be returned within 14 days of receipt.
- Rest of the world all goods must be returned within 30 days of receipt.
- We will refund faulty or damaged goods. We will not refund for damage caused by the customer.
- Used cosmetics and sexual products are non returnable and non-refundable.
- Postage and delivery costs are non-refundable for all exchanges except for damaged goods.
- All goods to be exchanged must be returned as new (i.e. new, unopened, unused, and in resalable condition).
We'll also provide free return shipping if your return is the result of our error such as damaged, defective, or incorrect items. In other cases, a return postage fee will apply and a 10% re-stocking fee will be applied on all returns.
Once your return has been received, a credit or refund will be issued within 30 days and an e-mail confirmation will be sent. Refunds will be issued in the original form of payment.
NON RETURNABLE AND REFUNDABLE PRODUCTS:
- All products listed as clearance items (with a short product expiry).
- A product with a clear statement displayed on its page as non refundable for your health and safety protection.
- Lost products caused by improper delivery due to incorrect addresses and postcodes provided by the the customer. Our address labels are automatic and any error in the input of delivery address is the customer's responsibility.
- Prohibited items that are detained or confiscated at your own customs. Please check your country's customs and duty laws before purchasing.
In the case you place an order for product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email and phone within 24-48 hours to advise you of the situation and the options available to you. You may wait until the product is available or replace the product with a substitute product (the order total will be confirmed and adjusted), unless otherwise instructed.
In other case where you would like to purchase a clearly stated the out of stock situation product, you may email us and we will contact you immediately once it becomes available again.