Refunds & Returns
At One Stop Adult Shop, we are committed to providing high-quality products and excellent customer service. We understand that sometimes issues may arise with your order. Please read our Refunds & Returns Policy carefully to understand your rights and obligations under Australian Consumer Law (ACL) and our store policies.
Change of Mind
Due to the intimate nature of our products and for strict hygiene reasons, we are unable to accept returns or provide refunds if you change your mind. This policy is in line with Australian health and safety regulations regarding adult products.
Faulty, Damaged, or Defective Products
We are required by Australian Consumer Law to guarantee that our products are of acceptable quality. This means they must be safe, durable, and free from defects. If you receive a product that is faulty, damaged, or defective upon delivery, you are entitled to a remedy.
What You Need to Do:
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Contact our customer support team via our contact page within 7 days of receiving your order.
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Provide your order number, a description of the issue, and photographic evidence of the fault.
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Once we assess your claim, we will determine whether a replacement, repair, or refund is appropriate.
Refunds
If a refund is approved, it will be processed to your original payment method. Refunds may take up to 5-7 business days to appear in your account, depending on your bank and payment provider.
Replacements
If a replacement is approved, we will ship the replacement item to you as soon as possible at no additional cost.
Important Notes:
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Do not return any product without prior approval from our customer service team.
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We may require you to return the faulty item for assessment before a refund or replacement is issued. Return shipping costs may be reimbursed if the product is confirmed to be defective.
Incorrect Item Received
If you receive an incorrect item, please contact us within 7 days of delivery. We will arrange for the correct product to be sent and provide instructions on how to return the incorrect item.
Consumer Guarantees
Our Refunds & Returns Policy operates alongside the rights you are entitled to under 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 the product repaired or replaced if it is not of acceptable quality and the failure does not amount to a major failure.
Exclusions We do not accept returns or offer refunds for:
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Change of mind
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Incorrect size, shape, or personal preference
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Products that have been used, opened, or are not in their original packaging (unless faulty)
Contact Us
If you have any questions about our Refunds & Returns Policy or need assistance with a return, please contact our support team via our contact page. We are here to help and will respond to all inquiries within 24-48 hours.
Thank you for shopping with One Stop Adult Shop. Your satisfaction is important to us.