Return Policy
60 Day warranty period
Sexense offers a 60 day warranty for faulty products from the date in which the product arrives to you.Customers must notify us within the 60 day warranty period from the date of arrival of their product to be eligible for any replacement, exchange or store credit.
Manufacturer extended warranty periods
Some manufacturers offer extended warranty periods of up to 15 years, past our standard 60 day warranty. If this is the case and your item is found to be faulty, we can provide a replacement, exchange for a similar priced item or a store credit.Check Before You Return
Please check out these helpful tips to determine if your toy is faulty.
For rechargeable toys
- Read the product manual, which can help you find the switch, charging port and the different modes of use.
- Make sure that the toy is fully charged.
- To ensure the toy is charging, make sure the power light is flashing when connected to the charger. (If the light stays on, this means your toy is fully charged)
- Make sure that the power source is on.
- Hold the power button for about 3-5 seconds for it to turn on.
- Try different power ports for your charger. (Sometimes power may vary across different ports)
- Make sure that the travel lock is off (if your toy comes with this) usually you need to hold the + and – buttons simultaneously for about 3-5 seconds to disable/enable the travel lock.
- Make sure the security seal has been removed from the battery compartment.
- Make sure that you are using the correct batteries.
- Make sure you have inserted the batteries correctly - this is the most common cause of malfunction.
- Make sure the cap is tightly closed! (Especially for waterproof products)
- Make sure to try new batteries.
- Hold the power button for about 3-5 seconds for it to turn on.
- Check battery contacts, springs sometimes can compress - extend them a little.
- Check contacts for corrosion a greenish color on the metral of the battery contact.
Change of Mind
Due to the intimate nature of our products we are unable to accept returns on our adult products. We value the health and wellbeing of our customers and guarantee that such products purchased are new and shipped directly from the factory to our warehouse to you. Exclusions include:- All adult toys
- Bondage
- Novelties
- Sex wear
- Sex Dolls
- Essentials (e.g. lubes, oils and sexual aids).
True to our high level of customer service, we will always endeavour to keep our customers happy and satisfied. If you would like any product advice, please contact our friendly customer service team.
Important: Before returning a faulty product, please contact our Customer Care department by replying to your order confirmation email, using our contact form or by sending an email directly to
service@sexense.com.au. We'll approve the return and send over the Post Paid returns label.
Please make sure you clean your product before returning to us to check for faults. If an item is received in an unsanitary condition, we may not be able to process your return due to health and safety concerns.
Under no circumstances are returned products ever on-sold. They are returned to the manufacturer for fault analysis and replacement.
How to return a faulty product
Once you have received communication and approval from a Sexense staff member, we'll send you the Post Paid returns label to lodge over the counter with Australia Post free of charge or place into a red Australia Post box. If you prefer, you can choose to send the faulty product back to us at the following address:
Summit Corporation Returns
PO BOX
When returning your product, please make sure you provide the following details:
- Your full name
- Your order number
- Reason why you are returning the product
- And if possible, a photo or video of the fault
- Your instructions notifying us how you would like the issue resolved (i.e. a replacement or store credit).
Returning items from outside Australia
For international customers we do ask that you pay for returns shipping, but if your product was faulty, we'll bear the postage for sending you the replacement item. Please make sure you contact us before sending back any faulty products.Once our staff receive the product back and confirm it is indeed faulty (non-artificial damage), we can take the requested next step that you have provided. If you have selected that you wish to receive a replacement product, it will be sent out to you, at no extra charge, as soon as possible. Please contact us if you have not heard from us within a few working days once the product has been received back.
Please note: If your item is found to be working correctly upon inspection and testing by our staff member, it will be redelivered and a reshipment fee will apply. We kindly ask you to perform the troubleshooting steps listed above before requesting a return.
Warranty exemptions
There are some cases in which our warranty does not apply.
- We do not accept returns for split or torn masturbation sleeves or penis pump sleeves that have been damaged while using.
- We are not able to cover damage to garments that are the result of improper care or laundering.
- We do not accept returns the product with shipping damage.
But always happy to sort out any issues within the warranty period. We do not accept returns for misuse of products.
Can I cancel my order after it has been placed?
Please note, we do not refund orders once they have been placed with us.
If your order hasn't been shipped yet, you can choose to cancel the order for a store credit of the same value to shop at a later time. If your order has not yet been shipped at the time of cancellation, the shipping fee will be refunded in full.
We are unable to cancel an order which is already in transit with the courier. Please make sure you contact us as soon as possible if you'd like to cancel the order for a store credit before it is shipped.
A lot happens behind the scenes as soon as an order is placed with us. This way, we can get your order fulfilled and delivered in the quickest time possible.
Our Customer Care Team are available to help answer any questions you have before making your purchase.
Please choose carefully as we do not refund orders for change of mind, if you simply don't like the item on arrival or if there is a small delay. Faulty items can be refunded if desired as per our 60 Day Warranty mentioned above.
If you need help choosing something suitable for your needs our friendly customer service team can help. Just email us at
service@sexense.com.au.