Refund policy

Returns & Refunds Policy — The Safe Word (Australia)

At The Safe Word, your experience, safety and satisfaction matter to us.
We follow the requirements of Australian Consumer Law (ACL) while maintaining strict hygiene standards for intimate products.

Please read the policy below to understand when returns, refunds, and replacements apply.

Australian Consumer Law (ACL)

Under ACL, you are entitled to a refund, replacement or repair if a product is:

Faulty
Not safe
Not of acceptable quality
Significantly different from the description
Not fit for its intended purpose

If any of the above applies, we will resolve the issue quickly and fairly.

Change of Mind

Due to the intimate nature of our products, we cannot accept returns or exchanges for change of mind, even if products are unopened.
This ensures the safety, hygiene, and wellbeing of all customers.

Please choose carefully and reach out if you need help selecting the right product before purchasing.

Faulty or Defective Products

If your item arrives damaged, faulty or develops a defect within a reasonable period:

Contact us within 14 days of receiving your order.
Provide your order number and clear photos/videos of the issue.
Once assessed, we will offer an exchange, replacement, repair or refund as required under Australian Consumer Law.

Incorrect or Missing Items

If you receive the wrong item or something is missing from your order:

Contact us within 7 days of delivery
We will replace the incorrect item or send missing items at no cost to you

Return Conditions

For eligible returns (faulty, incorrect items only):

Items must be returned with all original packaging, accessories and manuals (if applicable)
Items must be unused unless the defect was discovered upon first inspection
Returns must be made within 14 days
A flat-rate shipping fee of AUD$9.00 applies to all returns

We may request that the item be disposed of safely rather than returned, depending on the product type.

Warranty on Rechargeable Products

Many of our electronic or rechargeable items come with manufacturer warranties.
If your product stops working within the warranty period, please contact the product manufacturer who will assist with troubleshooting and replacement under the manufacturer’s policy.

Health & Hygiene Exceptions (Required for Intimate Goods)

For health and safety reasons, the following items cannot be returned, unless faulty:

Vibrators
Dildos
Butt plugs
Anal toys
Cock rings
BDSM items that contact bodily fluids
Restraints that have been worn
Any item intended for internal or intimate use
Clearance items (only refundable if faulty)

This is standard practice across the industry and required for compliance.

How to Request a Return

Email us at: hello@thesafeword.com.au

Include:

Full name
Order number
Description of the issue
Photos or videos (if applicable)

Our team will reply within 1–2 business days.

Refunds

Approved refunds are processed back to your original payment method, or a store credit offered if applicable.
Please allow 3–7 business days depending on your bank or payment provider.

Shipping costs (if applicable) are non-refundable.