Refund policy
Returns, Refunds & Warranty
At She’s Got The Vibe, your satisfaction matters to us. Due to the personal and intimate nature of many of our products, we have specific return conditions to protect the health, safety and hygiene of all our customers.
Change of Mind
Due to hygiene reasons, intimate products, adult toys, lubricants, intimate care products and other personal-use items cannot be returned or exchanged for change of mind once purchased.
For other eligible products, please contact us before returning anything. Items must be unused, unopened and in their original condition and packaging.
Faulty or Damaged Products
If your product arrives damaged, faulty or develops a fault, please contact us as soon as possible with your order details and a description of the issue.
We may request photos, video or other information to help us assess the fault. Please do not dispose of the product until we have advised you that it is okay to do so.
Depending on the circumstances, an eligible faulty product may be repaired, replaced or refunded.
Product Warranty
Where a product is sold with a stated warranty, the applicable warranty period will be shown on the product listing or provided with the product.
Warranty does not cover damage caused by misuse, incorrect charging or storage, failure to follow care instructions, accidental damage, normal wear and tear, or use inconsistent with the manufacturer’s instructions.
Some clearance or heavily discounted products may be sold with specific disclosed conditions. Any such conditions will be clearly stated before purchase.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law. If a product has a major failure, you may be entitled to a replacement or refund. For other failures, you may be entitled to have the product repaired or replaced within a reasonable time.
Incorrect Items
If we accidentally send you the wrong product, please contact us before opening or using it so we can arrange the appropriate solution.
Refunds
Once an approved refund has been processed, it will generally be returned to your original payment method. Processing times after we issue the refund will depend on your bank or payment provider.
Original shipping charges are generally non-refundable for change-of-mind returns. Where a return is required because an item is faulty, damaged, incorrect or otherwise covered by your rights under Australian Consumer Law, return shipping will be handled in accordance with those rights.
Need Help?
If you have an issue with an order, please contact She’s Got The Vibe through our Contact page and we’ll work with you to find the appropriate solution.