Refund policy

BDSM Australia Refund Policy

This refund policy explains how returns, refunds, and fault claims work at BDSMAustralia.com.au. It outlines eligibility, timeframes, hygiene requirements, and what to do if your order arrives damaged or incorrect.

Quick overview

  • Return window: 14 days from the date you receive your item (for eligible issues only).
  • Accepted reasons: faulty or defective items, goods not as described, items damaged in transit, incorrect items sent, and in limited cases incorrect sizing.
  • Not accepted: change of mind, used items, missing packaging, sale items, or gift cards.
  • Contact first: Email info@bdsmaustralia.com.au before returning anything.

14-day return policy

You have 14 days from receiving your order to request a refund if your item is faulty, damaged, not as described, or if the wrong item was sent. Returns and exchanges are not available for general change of mind.

Hygiene and safety requirements

Due to health and safety regulations, we cannot resell returned or exchanged products. This policy protects customer hygiene and product safety across our entire range.

To qualify for a return, items must be unused, unworn, and returned in original packaging with tags intact (where applicable). Proof of purchase is required for all returns.

Change of mind and incorrect choice

We do not issue refunds for change of mind or incorrect choice. Under Australian Consumer Law, retailers are not required to accept returns in these cases, so please review product details carefully before purchasing.

How to request a return

  1. Contact us using our contact form or email info@bdsmaustralia.com.au.
  2. Include your order number, item name(s), and a clear explanation of the issue.
  3. If the item is faulty or damaged, attach clear photos to help us assess the claim.
  4. If approved, we will provide full return instructions.

Returns sent without approval will not be accepted.

Return shipping costs

Return shipping and insurance costs are the customer's responsibility. This includes liability for lost parcels, so registered post with tracking is strongly recommended.

Delivery timeframes and dispatch details can be reviewed in our Shipping Policy.

Damaged, faulty, or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged, faulty, or incorrect, contact us immediately so we can review the issue and resolve it as quickly as possible.

Non-returnable items

  • Items returned due to change of mind or incorrect choice.
  • Used or worn products.
  • Items without original packaging.
  • Sale items.
  • Gift cards.

If you're unsure whether an item qualifies, contact us before sending it back.

Refund approval and timing

Once your return is received and inspected, we will notify you whether your refund has been approved. Approved refunds are issued to the original payment method.

  • Refund processing: usually within 7 business days of approval.
  • Bank processing: additional time may be required by your bank or card provider.

If more than 7 business days have passed since approval, please contact info@bdsmaustralia.com.au.

Privacy and customer information

Information shared during the return or refund process is handled in line with our Privacy Policy.