Refund policy
Due the intimate nature of our products, for health reasons we do NOT offer an open return policy on our products. Products cannot be returned once they have been despatched or delivered due to a change of mind or preference by you, a misunderstanding of their function or suitability, or an incorrectly ordered size. Only faulty or defective products may be returned, as explained below.
2. Fault or defect
We offer a 30-day return policy on defective products. In such case, you have 30 days after receiving your item to return it to us. You must contact us first to describe the fault/issue and request a return. We strongly recommend that you inspect all products immediately upon receiving them, BEFORE USE OR WEAR, and test all electrical products before using them intimately (i.e.: a ‘dry’ test), as shipping and handling of personal products is highly restricted due to hygiene regulations. Defective products that have been used intimately may be more difficult to send due to health and handling policies of postage and freight companies.
To be eligible for a return based on manufacturing fault &/or technical issues, the item must be returned to us in its entirety, in the same condition that you received it, unworn &/or unused, with tags still affixed (where applicable), and in/with its original, undamaged packaging. You’ll also need to include a copy of your receipt or proof of purchase. Once received, we will inspect the item and arrange a replacement item or a refund. Please note: electrical items must not have been opened or tampered with. Evidence of this will void your claim for a refund. Refunds will also not be honoured if items claimed to be faulty are found to be working correctly once returned.
To arrange a return, you can contact us at sales@shhhonline.com.au. If your claim of fault is acceptable, we’ll send you a return shipping label, as well as instructions on how and where to send the package. Items sent back to us without first requesting a return will not be accepted.
3. Refund Process for faulty/defective products
We will notify you once we’ve received and inspected your return, and let you know if the refund request was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some days for your bank or credit card company to process and complete the refund. This is out of Shhh...'s control.
4. ExchangesWe do not offer an exchange service & unless the item is faulty we do not offer returns for exchange. Should a product be faulty, we will arrange for a refund upon its return & our confirmation of fault. You should then order a new product or different product of your choice.
5. Cancellation of orders.5a. Cancellation/refund policy for products marked within their product description as 'specialist products' or 'special order items' or any product from the brand 'Hismith'.
No cancellation &/or refund is permitted for orders of any products that are marked within their descriptions as 'specialist products' or 'special order items' or any products from the manufacturer Hismith. For all of these products, we incur costs from the moment we receive your order. We place the order immediately at the time we receive your order, and & we pay the supplier/s (AUD exchanged into foreign currency) & the overseas shipping costs at this time. The despatch / shipping process begins immediately. The items are shipped directly to your door (not via the Shhh... warehouse) and cannot be diverted or returned once the order has been placed.
5b. Cancellation of orders that are NOT marked within their product description as 'specialist products' or 'special order products', or from the brand 'Hismith'.
(i). "During the week" means: Monday 07:00am to Friday 4:00pm - Melbourne, Vic. time).
Orders placed 'during the week' for products that are NOT marked within their product description as 'specialist products' or 'special order products' may only be cancelled if they have not yet been despatched at the time you notify us you wish to cancel. We cannot set a time or a maximum time limit for allowing cancellations because we offer a very fast courier service, and depending on the time of day we receive an order, they are often already on their way within just a few hours of the order being received. Our team will inform you whether the order has been despatched or not. If it has, no return is permitted, as it your request falls within our 'change of mind' rules. But if we are able to stop the delivery from being despatched, we definitely will & in such case a cancellation refund can be arranged..
(ii). "Over the weekend" means: Friday after 5:00 pm, all day Saturday, all day Sunday & Monday morning until 07:00 am - Melbourne, Vic. time.
Orders placed 'over the weekend' for products that are NOT marked within their product description as 'specialist products' or 'special order products' must be cancelled no later than 08:00 am Monday morning Melbourne, Vic time.
