Returns, Refunds & Exchanges Policy

We’d like to take this opportunity to thank you for shopping with us here at The Ultimate Pleasure.

When using our website and/or submitting an order, you are agreeing to abide by the Terms and Conditions and the Returns, Refunds, and Exchange Policy listed on our website. 

Below is our Returns & Refunds Policy, which will detail our policy, procedures and processes for exchanging and returning products purchased from our store, plus any entitlements for refunds/exchanges to our customers.

 

“CHANGE OF MIND” POLICY

Under Australian Consumer Law, we reserve the right to refuse a customer a refund in the case where they change their mind about the product/s they have purchased. Due to the nature of the business, and the products we sell, we have chosen to exercise that right and therefore, we do NOT provide a refund, nor are we under any obligation to accept an exchange or return of any products listed on our site, in the event a customer simply changes their mind, after submitting their order.

When a customer receives a product/item they have purchased from our store, and they discover it to be damaged/fauIty/defective, as an Australian business, we are obligated to issue that customer with a replacement. We do not entertain the option of a refund as the customer has made the initial choice to purchase that product/item, and requesting a different product/item or a refund would be  considered as a simple “change of mind”. By implementing this policy, this eliminates the possibility of consumer fraud occurring in which a customer can unlawfully defect an item, in order to gain a refund, purely because they used the product and it failed to deliver the sexual pleasure they were seeking, or they perhaps found a cheaper offer elsewhere. We are committed to, and will honour the provision of a replacement product to a customer if any of the products we sell on our website have been found to truthfully be damaged/defective/faulty by the customer, provided it is within the warranty timeframe, as listed below. As we are committed to high quality customer service, we will pay for postage costs (up to $30 AUD) involved for the customer returning the damaged/defective/faulty product/item, and will arrange an immediate replacement product on receipt of the damaged/defective/faulty product/item. 

Please ensure you carefully select any items correctly, including the relevant colour and size, before submitting your order.

We will provide you the relevant address and return details upon receiving an email from you, highlighting the order number, product and reason behind your request for an exchange/refund. We may also request a photo of the product, dependent on the circumstance. Due to the nature of the products we advertise and sell on our site, we reserve the right to decline any request to return a product, due to health regulations. Please read the following.

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RETURNS POLICY 

Due to the nature of the business and the products we sell, we do not accept any returns of products other than those that have been deemed to be faulty, damaged, or defective. Any other instance of a return is deemed to be a “change of mind”, and as stated in our Change Of Mind Policy (listed above), we do not accept returns in exchange for a refund. Below is our Returns Policy when a product is deemed to be faulty or defective.

By returning products to us, you are agreeing to the terms stated below:

  • Customers are required to notify us via email of any identified faults/defects/damages of any products they have purchased

  • All products in which there is no warranty stated or offered by the manufacturer, we will accept returns for faults/defects up to 6 months from the original purchase date

  • All products in which the manufacturer has a warranty listed, as stated on the product packaging or on the manufacturer’s website, we will accept returns for faults/defects up to that disclosed warranty period from the original purchase date, valid up to 12 months.

  • We take no responsibility for any losses or damages caused during transit of the products back to us, and the condition of the product/s remains the responsibility and liability of the Customer. 

  • Where possible, any applicable labels must still be attached to the item and returned in original undamaged packaging/boxes with tags in place

  • Any returned product must not have been damaged, soiled, mishandled, misused, or altered in any way by the customer

  • Due to health regulations, we are not permitted to accept the return of garments in the form of lingerie or underwear, irrespective if the Customer declares they hadn’t worn it. We do not wish to compromise the health and safety of our customers in any way, so please ensure that you select your item (including size and colour) carefully before purchasing

  • All postage costs for returns, where the product being returned has been deemed faulty/defective by the customer, will be paid by us, up to the value of $30 AUD (we will ask for package dimensions and weight in order to provide the customer with a shipping label for returning the product)

  • We reserve the right to await the results of examination from our supplier in determining the fault/defect, outlined by the customer, before issuing a replacement product to the customer

  • We will not be liable for any shortages, damage or non-compliance with the specifications in these terms unless the customer notifies us with full details and description within 6 months after payment, otherwise the customer is deemed to have accepted the products.

  • We will not, under any circumstances, accept products (excluding faulty/damaged/defective products) for return that: 
    (a) have been altered in any way;
    (b) have been used; or
    (c) are not in their original condition and packaging.

  • As stated above, we do not provide refunds for returns where a customer has simply changed their mind about the product they have purchased. 

 

REFUNDS POLICY 

​When purchasing any products from us, you acknowledge and agree to the following refund policy below:

  • You will need to contact us firstly via email, to notify us of the reason for a return/refund. On your email, please advise us of your order number, the product/s you are seeking a refund for and the reason for your refund. 

  • As stated above in our Change Of Mind Policy, we do not provide refunds for customers who simply “change their mind” after their purchase, so please ensure you select carefully before proceeding to purchase. 

  • Where a customer purchases an item in which a fault, damage, or defect is identified, we will issue a replacement of that same product only, and not a refund, unless: (i) the item has been discontinued or unavailable for re-stock within a 14 day period, to which we will then provide a full refund.

  • The customer will be liable to pay for any postage costs involved in the return of a faulty/damaged/defective product/item to us, where a refund has been issued to them.

  • In no way do we ever guarantee a customer a refund, however we will always consider each customer request and reason efficiently, discreetly and fairly, in accordance with our terms and Australian Consumer Law.

  • The final outcome in approving a Customer refund may be subject to the decision given to us by our supplier

  • All refunds paid will be less the original postage costs and will take up to 7 business days to process

  • Refunds are strictly not provided to Customers who do not comply with the terms listed in our Returns, Refunds, and Exchange Policy or our Terms and Conditions, both listed on this website

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​EXCHANGES (faulty/defective products only)

  • Exchanges are only offered in the case that a fault/defect of a product purchased has been identified by the customer within the relevant warranty timeframe for that product
  • You will need to contact us firstly via email, to notify us of the reason for return/exchange. On your email, please advise us of your order number, the product/s you are seeking to exchange and the reason for your exchange. 
  • All postage costs for exchanges, where the product being returned has been deemed faulty/defective by the customer, will be paid by us, up to $30 AUD (we will ask for package dimensions and weight in order to provide the customer with a shipping label for returning the product)
  • In no way do we guarantee an exchange, however we will always consider each customer request and reason efficiently, discreetly and fairly, in accordance with our terms and Australian Consumer Law
  • The final outcome in approving a product exchange may be subject to the decision given to us by our supplier. 
  • Exchanges are strictly not provided to customers who do not comply with the terms listed in our Returns, Refunds, and Exchange Policy or our Terms and Conditions, both listed on this website

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​FAULTY ITEMS

​When purchasing any products from us, you acknowledge and agree to the following faulty items policy below:

  • Any product purchased from us, in which a customer has deemed to be faulty, or in which they have identified a defect upon opening the product package, must be reported to us within 6 months, for assessment in order to warrant a replacement. We consider this to be a reasonable timeframe for any natural faults to be identified for products of this nature. Any faults that a customer identifies with the product after the 6 month period from purchase date, they will need to contact the manufacturer directly to seek a replacement. 

  • No refunds are issued to customers for faulty products, unless the product has been discontinued or unavailable for over 30 days, only exchanges or store credits are granted, at our discretion and/or the discretion of our supplier

  • Due to the nature of the products we advertise and sell on our site, and for health regulations, we strictly do not open any of the products, be it to check for contents, damage, functionality or any other purpose. Every product is received direct from the manufacturer, to our supplier’s warehouse, then direct to us, and then direct to the customer. There is no access to, or opening of, any product during the entire transit process. Any product faults uncovered by the customer, upon receipt, we recommend they contact the manufacturer directly, listed on the product box/tag, directly.
  • Some of the products we advertise and sell on our site are covered under warranty. Please ensure you keep your invoice for the purchase made and contact us within 6 months from the purchase date, or directly with the manufacturer thereafter, to advise of the fault. We hold no responsibility or liability for the warranty of any of the products listed on our site.
  • We strictly do NOT provide refunds, replacements, or exchanges on faulty/damaged/defected products unless the customer can physically provide us with the full product and the accommodating accessories that came in the original product box. Any damaged items that are disposed of by the customer, and not returned to us for confirmation and examination, will automatically forfeit their right to return the item for a replacement or refund. No exceptions.
  • The product and any accommodating accessories do not nave to be returned in their original packaging in order to be eligible for a replacement/refund, however we please ask that they be discreetly packaged in a box/satchel for suitable return. 

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​RETURNS SHIPPING

​When purchasing any products from us, you acknowledge and agree to the following shipping policy below:

  • You will be responsible for paying for your own shipping costs for returning your item in any other instance other than that of product fault/defect, in which a refund is provided

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​LIABILITY

​When purchasing any products from us, you acknowledge and agree to the following liability policy below:

  • Except as the terms specifically state, or as contained in any express warranty provided in relation to the products or services, our terms do not include by implication any other term, condition or warranty in respect of the quality, merchantability, acceptability, fitness for purpose, condition, description, assembly, manufacture, design or performance of the products or services or any contractual remedy for their failure.

  • The products we sell to our Customers may contain warranties from overseas manufacturers which are not compliant with Australia requirements under the Australian Consumer Law (ACL). Both The Ultimate Pleasure and our supplier do not represent the products as containing warranties which are compliant with the ACL and we do
    not any way represent that the products contain warranties which are applicable in Australia or are compliant with the ACL.

  • The Ultimate Pleasure and our supplier accept no liability for any harm, injury, damage, pain, health issues or discomfort that any of our products may cause, especially when misused by the Customer.

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