Refund policy

Returns, Refunds & Cancellations

At SexDoll Industry Australia, we want you to feel confident when placing your order. We understand that plans can change, and if you need help with an order, please contact us as soon as possible. Our team will always review your situation and explain the available options clearly.

Cancellations Within 24 Hours

If you contact us within 24 hours of placing your order, cancellation is generally possible.

Approved cancellations within this period are subject to:

• 10% cancellation fee for card payments
• 15% cancellation fee for Afterpay payments

These fees help cover payment processing, order handling and other non-recoverable costs already incurred.

If you need to cancel, please contact us as soon as possible so we can assist before your order progresses further.

Cancellations After 24 Hours

After the first 24 hours, we may still be able to cancel your order depending on its current progress.

A cancellation fee of between 15% and 50% may apply. The exact amount depends on how far your order has progressed at the time we receive your cancellation request.

Orders that are still at an early stage will generally incur a lower cancellation fee, while orders closer to completion may incur a higher fee.

Please contact us as soon as possible if your circumstances change. We will check the current status of your order and let you know what options are available before proceeding.

After Your Order Has Been Shipped

Once an order has been shipped, it can no longer be cancelled.

Any request made after shipment will be handled under our return policy below.

Change of Mind Returns

Due to the personal and intimate nature of our products, we do not accept returns or refunds simply because you change your mind after receiving your order.

Please review the product details, specifications and selected options carefully before placing your order.

If you are unsure about a product or customisation option before ordering, please contact us. Our team is happy to help you choose the most suitable option.

Opened or Used Products

For hygiene and safety reasons, products that have been opened, used or are no longer in their original condition generally cannot be returned for change-of-mind reasons.

This does not affect any rights you may have under Australian Consumer Law in relation to faulty, damaged or otherwise non-compliant products.

Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty, incorrect or with another significant issue, please contact us immediately after receiving it.

Please provide your order number, a description of the issue and clear photos or videos where appropriate. This helps our team assess the issue and arrange the most suitable solution as quickly as possible.

Depending on the circumstances, available solutions may include replacement parts, repair assistance, replacement of the affected product, or a refund where required.

Your rights under Australian Consumer Law are not excluded or limited by this policy.

Refunds

Where a refund has been approved, it will normally be issued to the original payment method.

Processing times may vary depending on your bank, card provider or payment service after the refund has been issued from our side.

Need Help?

If you have any questions about a cancellation, return, refund or an issue with your order, please contact our customer support team.

Email: info@sexdollindustry.com.au

We recommend contacting us as early as possible. The earlier we hear from you, the more options we may have available to assist with your order.