Returns & refunds
Faulty, damaged, or not what the page described — you're covered, and we would rather fix it than argue about it. Change of mind is the one thing we cannot take back, for hygiene reasons. The formal policy sits at the foot of this page.
What we can and cannot take back
The dividing line is hygiene, not policy preference. Once an intimate product has been opened it cannot be resold or safely handled, so the law does not require us to take it back and we do not. Everything else, we do.
Refund, replacement or repair. For a major failure the choice between refund and replacement is yours, not ours.
Send a photo with your order number and we replace it. You do not need to post the damaged one back first.
Wrong item, wrong variant, or materially different from its description or photography. Covered either way.
Cannot be returned. Once an intimate product is out of its packaging it cannot be resold or safely handled.
Not accepted, and the law does not require it. In exceptional cases we may accept an unopened item in its original packaging, with return postage at your cost.
How a return works
Four steps. Use the contact form">contact form to start one — please don't post anything back before we've replied, or it may arrive somewhere that cannot process it.
Send your order number and what went wrong, with a photo if the problem is visible. Proof of purchase is your order confirmation — we can look it up if you no longer have it.
We reply with a decision. If a return is needed we send instructions and, where the fault is ours, a prepaid return label.
In its original condition and packaging where possible. Do not post anything before we have replied, or it may arrive somewhere that cannot process it.
Processed through Stripe to the original payment method once the item has been received and inspected. Your bank may take a few days more to show it.
Time limits
Three different clocks, because they cover three different problems. Miss one and it is still worth getting in touch — the consumer guarantees below have no fixed expiry.
Your rights come first
Nothing on this page limits the consumer guarantees you have under Australian Consumer Law. Those guarantees cannot be excluded by any policy of ours, and where this page and the law disagree, the law wins.
The policy
7 clausesEverything above in its binding form. Vibe On operates an online store at vibeon.com.au selling adult toys and related products. By purchasing from the Website you agree to these terms.
Under the Australian Consumer Law, part of the Competition and Consumer Act 2010 (Cth), our products come with guarantees that cannot be excluded.
You are entitled to a refund, repair or replacement if a product is faulty, not of acceptable quality, not fit for purpose, or does not match its description. For major failures the choice between a refund and a replacement is yours, not ours; for minor issues we may choose to repair or replace. You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by a faulty product.
If your product is faulty, damaged, or does not match its description, contact us within 14 days of delivery to begin a return. Include your order number, proof of purchase, and details of the issue with photographs where applicable.
We will assess your request and, if approved, provide return instructions and a shipping label. Please do not return products without our prior approval. Approved returns must be sent back in their original condition — unused where possible, and in the original packaging — subject to the hygiene and safety considerations that apply to our products.
Due to the intimate nature of our products we do not accept returns for change of mind, and the Australian Consumer Law does not require change-of-mind returns where a product meets the consumer guarantees.
If a change-of-mind return is approved in exceptional circumstances, the product must be unused, unopened and in its original packaging, and you may be responsible for return shipping costs.
For hygiene and safety reasons the following cannot be returned: products that have been opened or used, unless faulty; and products that have been tampered with or damaged after delivery.
Approved refunds are processed through Stripe to your original payment method within 7 business days of us receiving and inspecting the returned product.
Refunds include the purchase price and, where the Australian Consumer Law requires it, any original shipping costs. Processing times beyond that point depend on your bank or payment provider.
If your order is damaged or lost in transit, contact us within 7 days of the expected delivery date. We will pursue the matter with our delivery partner and may offer a replacement or refund, subject to the terms of this policy.
We may update this policy from time to time. The version published on this page at the time you place an order is the version that applies, and the date it was last revised is shown at the top of this page.
Questions about this policy, or to start a return, use the contact form. Nothing here limits your rights under the Australian Consumer Law.