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Cancellations and Returns Policy
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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 from our Melbourne warehouse. Once an in stock doll has been dispatched, refunds and returns are not accepted for change of mind under any circumstances.
In Stock Doll Cancellation Before Dispatch
If an in stock doll order is cancelled before the doll has been dispatched, a refund may be considered at our discretion. Where a refund is approved prior to dispatch, non refundable payment processing and transaction fees will be deducted and a cancellation administration fee of $100 will apply. Approval of a pre dispatch cancellation does not indicate an ongoing right to cancel and is assessed on a case by case basis.
Where a cancellation is approved prior to dispatch, a cancellation administration fee of $100 applies. This fee reflects non recoverable costs incurred by us, including payment processing fees that are not returned once a transaction is processed, and handling costs associated with order preparation. Each in stock doll is individually opened, inspected, photographed, and prepared for dispatch after purchase. These steps involve time and labour that cannot be recovered if an order is cancelled.
Dispatch and Shipping
Once a doll has been packaged, labelled, and collected by the courier, the order is considered dispatched. After dispatch, cancellations are not accepted and refunds are not available for change of mind. We are unable to recall shipments once they have entered the courier network.
Manufacturing Faults
If a doll is reported to have a potential manufacturing fault, the issue will be assessed and analysed by Sex Doll Australia and, where required, reviewed with the manufacturer or supplier. If the issue is confirmed to be a manufacturing fault, we will provide a replacement at no cost to the customer. Manufacturing faults do not include normal wear and tear, damage caused by misuse, damage caused by failure to follow care instructions, damage caused during handling, movement, or use after delivery, or damage caused by improper storage or positioning. Dolls must be stored with arms and legs kept straight, either in their original box or laid flat on a bed or suitable surface. Storing a doll with limbs bent, contorted, folded, or held in unnatural positions for extended periods can stretch the internal structure and outer materials. Damage caused by such storage is considered wear and tear and is not a manufacturing fault. The determination of whether an issue qualifies as a manufacturing fault is made by Sex Doll Australia, based on assessment and supplier confirmation where applicable.
Care and Handling Responsibility
Our dolls are made from soft materials designed to replicate human skin and natural movement. Improper handling, positioning, or storage may result in damage. Customers are responsible for following all care and storage instructions, ensuring limbs are not left under stress for extended periods, and using appropriate support when storing or resting the doll. Failure to follow these guidelines may result in damage that is classified as wear and tear rather than a manufacturing fault.
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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