Returns Policy

At Couples Online, your satisfaction is important to us. We take pride in offering high-quality, discreetly delivered products that help couples connect and explore. Due to the intimate nature of our products, we have specific guidelines to ensure hygiene, safety, and compliance with Australian Consumer Law.

Change of Mind

For hygiene and safety reasons, we do not accept returns or exchanges due to change of mind on any intimate or personal use products, including (but not limited to) vibrators, lubricants, lingerie, and bondage items.

Please choose carefully and feel free to contact us with any product questions before purchasing.

Faulty, Damaged or Incorrect Items

We will gladly offer a refund, replacement, or store credit if your item is:

Faulty
Damaged in transit
Not as described or incorrect

To initiate a return, please email support@couplesonline.com.au within 7 days of receiving your order. Include:

Your order number
A description of the issue
Clear photos (if applicable)

We may request the item be returned for inspection before issuing a refund or replacement. Return postage costs for approved claims will be covered by us.

Return Conditions

All returns must be approved by our team before being sent.
Products must be returned in their original packaging, where possible.
Refunds will be processed to your original payment method once we receive and inspect the item.

Warranty Claims

Some items may come with a manufacturer's warranty. If your product becomes faulty after the return period, please contact us and we’ll assist with the warranty process where applicable.