Cancellations & Purchase Policy
Change of Mind After Dispatch or Receipt
In accordance with Australian Consumer Law, Sex Doll Australia does not offer refunds or returns for change of mind once a doll has been dispatched or received. Due to the intimate and hygienic nature of our products, any doll that has been dispatched, delivered, opened, unwrapped, washed, handled, or used is not eligible for return or refund for change of mind. Customers must be certain of their purchase prior to dispatch.
In Stock Dolls
The majority of our sales are in stock dolls shipped directly from our Melbourne warehouse.
Once an in stock doll has been packaged and dispatched, cancellations, returns, and refunds for change of mind are not accepted under any circumstances.
Cancellation Before Dispatch
If an in stock doll order is cancelled before dispatch, a refund may be considered strictly at our discretion.
Where a pre dispatch cancellation is approved:
- A $100 cancellation administration fee will apply; and
- Non refundable payment processing and transaction fees will be deducted.
Payment processing providers do not return merchant transaction fees once a payment has been processed. As these are high value products, the associated processing fees are significant and are not recoverable by us.
The administration fee reflects labour and operational costs already incurred once an order is placed. Each in stock doll is individually opened, inspected, photographed, quality checked, and prepared for dispatch. These steps involve time and handling that cannot be recovered if an order is cancelled.
Approval of a pre dispatch cancellation does not create an ongoing right to cancel and is assessed on a case by case basis.
Dispatch & Shipping
An order is considered dispatched once the doll has been packaged, labelled, and collected by the courier.
After dispatch:
- Cancellations are not accepted
- Refunds are not available for change of mind
- Shipments cannot be recalled once they have entered the courier network
Manufacturing Defects & Australian Consumer Law
Love dolls are consumer goods and are subject to Australian Consumer Law. However, remedies under Australian Consumer Law depend on whether a fault is determined to be a manufacturing defect and whether that fault constitutes a major or minor failure.
A manufacturing defect refers to a structural or material fault that was present at the time of supply and is not caused by use, friction, pressure, incorrect lubrication, environmental exposure, cleaning methods, improper storage, or general wear and tear.
Due to the intimate and mechanical nature of these products, certain areas are exposed to high levels of friction, stretching, and compression during normal use. This specifically includes:
- Vaginal cavity
- Anal cavity
Because we cannot observe how a product is used after delivery, issues arising in these high friction intimate areas after use are generally considered use related wear and are not automatically classified as manufacturing defects. These areas are particularly sensitive to lubrication type, pressure, frequency of use, and other variables outside of our control.
Where a genuine structural defect is verified, such as:
- Skeleton or joint failure
- Internal structural faults
- Silicone separation or material failure in non intimate, low friction areas where the material has naturally parted due to silicone defect, rather than damage caused by sharp objects, cutting, or external force
a repair or replacement may be offered following assessment and supplier confirmation.
Zelex is currently the only major love doll manufacturer that provides any form of warranty program for used dolls, including a one year structural warranty covering the types of verified structural defects outlined above, subject to manufacturer review and approval. Most brands in this category do not offer a defined warranty framework once a product has been used.
All claims require clear photographic evidence and may require manufacturer inspection before any determination is made.
Final Note:
Due to hygiene and the intimate nature of the product, refunds are not provided once a doll has been opened, used, or delivered. These products are not sold on a trial basis and cannot be returned after use.
If a genuine manufacturing defect is verified following assessment, the standard remedy is repair or replacement in accordance with manufacturer policy and applicable Australian Consumer Law.
Zelex is currently the only major love doll manufacturer that provides a formal structural warranty framework for used dolls, including a one year structural warranty on internal components, subject to manufacturer review and approval. Most brands in this category do not offer any formal warranty coverage once a product has been opened or used. If a replacement is authorised by Zelex then its a ONE TIME only replacement.
Care and Handling Responsibility
Our dolls are manufactured from soft, high realism silicone materials designed to replicate human skin and natural movement. Due to this realism, the material requires proper handling and storage to maintain structural integrity.
Customers are responsible for correct care, positioning, and storage of their doll.
Dolls must be stored with arms and legs kept straight, either in their original box or laid flat on a bed or suitable flat surface. Limbs must not be left bent, folded, twisted, or placed under continuous stress for extended periods.
Prolonged unnatural positioning may place strain on the internal skeleton and outer silicone material. Over time, this can lead to seam stress, joint tension issues, or material fatigue.
Damage resulting from improper handling, unsupported positioning, incorrect lubrication, environmental exposure, or failure to follow care instructions will be classified as wear and tear rather than a manufacturing defect.
Customers are encouraged to follow all provided care guidelines to ensure longevity and performance of the product.
Pre Order and Custom Production Dolls
Pre order and custom production dolls are made to order and production typically commences within approximately two days of order confirmation. Once production has commenced, cancellation or refund is not available for change of mind. Customers must be certain of their purchase before placing a pre order or custom order.
Pre Order Cancellation Before Production
If a pre order is cancelled before production has commenced, a refund may be considered at our discretion. Where a refund is approved, non refundable payment processing and transaction fees will be deducted and a cancellation administration fee of $100 will apply.
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