Refund and Return Policy for Luxury Lover Toys & Robots

Effective Date: 31 December 2025
Company Name: Luxury Lover Toys & Robots
Trading Name: Luxury Lover Toys & Robots is a trading name of Luxury Lover Toys & Robot
ABN: 29 597 436 181
Email: [email protected]
Support Email: [email protected]
WhatsApp: +61 416 282 313
Website: https://luxurylovertoys.com

1. Purpose of This Policy

This Refund and Return Policy explains the circumstances under which products purchased from Luxury Lover Toys & Robots may be returned and how refunds, replacements, or other remedies are handled.

We comply fully with the Australian Consumer Law (ACL), which provides guarantees that products are of acceptable quality, fit for purpose, and match their description.

2. Eligibility for Returns

Due to the intimate and personal nature of our products, strict hygiene and safety standards apply.

Accordingly:

  • We do not accept returns or exchanges for change of mind once a product has been opened, handled, or used.

  • Returns are only accepted for items that are faulty, defective, or damaged upon arrival.

  • Products must be unused, unopened, and in their original packaging where a return is approved.

  • Return requests must be submitted within 14 days of receiving your order.

If your item arrives faulty or damaged, please contact us immediately with your order number, product details, and clear supporting photos or video.

3. Return Procedure

To initiate a return, please contact our support team:

📧 Email: [email protected]
📱 WhatsApp: +61 416 282 313

If your return request is approved, we will issue a Return Authorisation (RA) Number and provide return instructions.

⚠️ Do not return any item without prior authorisation, as unauthorised returns cannot be processed.

4. Refund Process

Once your returned item is received and inspected, we will notify you of the outcome.

  • Approved refunds are processed within 5–10 business days using the original payment method.

  • Bank or card provider processing times may vary.

  • Shipping costs are non-refundable, except where the return is due to a confirmed fault or error on our part.

5. Exceptions and Exclusions

We cannot accept returns or issue refunds for:

  • Products that have been opened, used, or removed from hygiene seals

  • Items damaged due to misuse, improper handling, or neglect

  • Customised or personalised products (including custom hair colour, tattoos, implants, facial customisation, or special modifications)

  • Items purchased from third-party sellers or resellers

For hygiene and safety reasons, all sex toys, dolls, robots, and intimate accessories are considered final sale items unless faulty.

6. Faulty or Damaged Items

If your product arrives faulty or damaged, please notify us within 48 hours of delivery.

We may request photos or a short video to assess the issue. Depending on the circumstances, we may:

  • Provide a replacement (subject to availability)

  • Issue a full or partial refund

  • Offer store credit

Your rights under Australian Consumer Law remain unaffected, including entitlements for major failures.

7. Return Shipping

Unless otherwise stated:

  • Customers are responsible for return shipping costs.

  • If the return is due to our error or a confirmed defect, we will cover return shipping or provide a prepaid return label.

All approved returns must include:

  • Your Return Authorisation (RA) Number

  • Proof of purchase or order confirmation

  • Secure packaging in original condition

8. Contact Us

If you have questions or need assistance regarding returns or refunds, please contact us:

📧 Email: [email protected]
📧 Support: [email protected]
📱 WhatsApp: +61 416 282 313
🌐 Website: https://luxurylovertoys.com

We aim to respond to all enquiries within 1–2 business days.