Refund policy

Last Updated: July 2026

At Sexy Time Hume, we want you to shop with confidence. This Return & Refund Policy explains how we handle returns, exchanges and refunds.

Our voluntary return policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Change-of-Mind Returns

We accept eligible change-of-mind return requests made within 30 days of receiving your order.

To qualify for a change-of-mind return, the product must:

  • Be unused and in its original condition
  • Be unopened where hygiene or safety considerations apply
  • Include its original packaging where reasonably possible
  • Include all accessories, manuals and original components
  • Be in a condition suitable for resale

We reserve the right to decline a change-of-mind return that does not meet these conditions.

This 30-day period applies only to our voluntary change-of-mind policy and does not limit your rights regarding faulty or non-compliant products under the Australian Consumer Law.

Hygiene and Non-Returnable Items

For health, hygiene and safety reasons, we generally do not accept change-of-mind returns for:

  • Intimate or adult products that have been opened or used
  • Products with a broken or removed hygiene seal
  • Personalised or custom-made products
  • Gift cards
  • Products clearly identified as final sale or non-returnable for change-of-mind purposes

These exclusions apply to change-of-mind returns only. They do not exclude any rights you may have under the Australian Consumer Law if a product is faulty, unsafe, significantly different from its description or otherwise fails to meet an applicable consumer guarantee.

How to Request a Return

To request a return, please contact our customer support team and provide:

  • Your order number
  • Details of the product you wish to return
  • The reason for your return
  • Photographs or other relevant information if the product is damaged, faulty or incorrect

Please wait for return instructions before sending a product back.

Return Shipping Costs

For an eligible change-of-mind return, the customer is generally responsible for return shipping costs.

Where a product fails to meet an applicable consumer guarantee, reasonable return or collection costs will be handled in accordance with the Australian Consumer Law.

We recommend using a tracked shipping service for change-of-mind returns, as we cannot be responsible for items lost while being returned through a carrier selected by the customer.

Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrect or does not match its description, please contact us as soon as reasonably possible.

We may ask you to provide photographs or other information to help us assess the issue.

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund.

For a major problem, Australian consumers may generally choose between a refund and a replacement. The appropriate remedy for a minor problem may differ in accordance with the ACL.

Refunds

Once an eligible return has been received and, where appropriate, assessed, we will notify you of the outcome.

If a refund is approved or required under applicable law:

  • The refund will generally be issued to the original payment method
  • We will process the refund within a reasonable timeframe
  • Additional processing time may be required by your bank or payment provider before the funds appear in your account

Any refund required under the Australian Consumer Law will be provided in accordance with your statutory rights.

Exchanges

If you would like to request an exchange under our voluntary change-of-mind policy, please contact us before returning your product so we can confirm eligibility and availability.

Where a product fails to meet an applicable consumer guarantee, your entitlement to a replacement or another remedy will be determined in accordance with the Australian Consumer Law.

Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it:

  • Check your account again
  • Allow for your financial institution's normal processing time
  • Contact your bank or payment provider if necessary
  • Contact our customer support team if you still require assistance

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law where the ACL applies.

Nothing in this Return & Refund Policy is intended to limit your legal rights or remedies.

Consumer guarantees may continue to apply beyond our voluntary 30-day change-of-mind return period, depending on the product and circumstances. Businesses cannot use store policies to remove statutory rights relating to products that fail consumer guarantees.

Contact Us

If you have questions about a return, refund or exchange, please contact:

Sexy Time Hume

Address:
2/49 Sheppard St, Hume ACT 2620, Australia

Website:
sexytimehume.shop

Email:
help@sexytimehume.com

Phone:
+61 2 6260 2211