Refund policy

“replacement or refund at our discretion”

Under Australian Consumer Law, if a product has a major fault, the customer chooses refund or replacement. Not you.

If left as-is, this can:

  • trigger complaints

  • be considered misleading

  • expose you to ACCC issues

Refund Policy

At Aphra Luxe, we are committed to delivering exceptional service, elegant products, and a seamless experience. If you have any questions regarding a return, replacement, or warranty, our Customer Care team is here to assist.

Change of Mind

Due to the intimate nature of our products, we do not offer refunds for change-of-mind purchases.

However, if your item is unused, unopened, and in its original, tamper-free packaging, you may request a store credit.

  • Customers are responsible for return shipping costs in all change-of-mind cases

  • An RMA (Return Merchandise Authorisation) must be obtained prior to returning any item

  • Store credit will be issued once the item has been received and inspected

  • Original shipping costs are non-refundable

Faulty or Damaged Products

If your item arrives defective, damaged, or not as described, please contact our Customer Care team at care@aphraluxe.com with your order number, photos, and a brief explanation.

In accordance with Australian Consumer Law:

  • For major faults, you are entitled to choose a refund or replacement

  • For minor faults, we will offer a repair or replacement within a reasonable timeframe

Where a fault is confirmed, Aphra Luxe will cover any applicable return shipping costs.

This policy applies within a reasonable period in line with consumer guarantees, regardless of any stated warranty period.

Process & Conditions

  • Contact Customer Care with your order details to request an RMA

  • Approved returns must be sent within 14 days of authorisation

  • Items must be unused, unopened, and in resale condition for change-of-mind requests

  • Returns are typically processed within 5–10 business days after inspection

Exclusions & Hygiene Policy

For hygiene and safety reasons:

  • Opened or used adult products cannot be returned unless they are faulty

  • Items returned in unsuitable condition may be declined

Promotions & Discounts

Items purchased as part of promotions, bundles, or discounted offers may be subject to specific terms. These do not limit your rights under Australian Consumer Law.

Shipping Costs

Original shipping fees are non-refundable, except where a product is confirmed to be faulty.

Important Notice

This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies those rights.