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Refund and Returns Policy


At Sex Toys NZ, we hold your satisfaction as our highest priority. We understand that sometimes things may not go as expected, and that’s why we provide a comprehensive returns policy designed to make your experience as smooth as possible. Our policy extends for 30 days, and if more than 30 days have passed since your purchase, we unfortunately cannot offer a full refund or exchange.

We believe that the ultimate satisfaction from a sex toy comes from the pure pleasure it provides. Therefore, to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Regrettably, certain types of goods are non-returnable, including intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

There are also some items that cannot be returned, including downloadable software products, and certain health and personal care items. To complete your return, we require a receipt or proof of purchase, and kindly request that you do not send your purchase back to the manufacturer.

In certain situations, only partial refunds are granted. These include toys with obvious signs of use or damage, items not in their original condition due to reasons not related to our error, or items that are returned more than 30 days after delivery.

Refunds & Returns

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

If you haven’t received a refund yet, don’t worry. Please first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.

Please note that only regular priced items may be refunded. Sale items cannot be refunded.

If you need to exchange an item because it is defective or damaged, please send us an email at {email address} and send your item to our address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are returning more expensive items, you might want to consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Need Help?

If you have any questions about refunds and returns, please do not hesitate to contact us. Our team is always here to assist you with any concerns you may have. At Sex Toys NZ, we want you to be completely satisfied with your purchase and experience with us.