Returns & Refunds
We want you to love your purchase. If something's not right, we're here to help.
30-Day Change-of-Mind Returns
Not happy with your purchase? You have 30 days from delivery to return eligible items for a full refund or exchange. This voluntary policy is separate from your rights under the Australian Consumer Law, which are not limited by the 30-day period.
Eligible for Return
- ✓ Unopened items in original packaging
- ✓ Faulty or damaged products
- ✓ Incorrect items received
- ✓ Clothing and lingerie (unworn, tags attached)
- ✓ Accessories and non-intimate items
Not Eligible for Return
- ✗ Opened intimate products for change-of-mind returns (hygiene reasons)
- ✗ Items marked as "Final Sale" for change-of-mind returns
- ✗ Products without original packaging for change-of-mind returns
- ✗ Change-of-mind returns made after 30 days
How to Return an Item
Contact Us
Email us at hello@downunderpleasures.com.au with your order number and reason for return. We'll respond within 24-48 hours with a Return Authorisation (RA) number.
Pack Your Return
Place items in original packaging where possible. Include your RA number inside the package. Use discreet outer packaging — we recommend a plain box or satchel.
Ship It Back
Post your return to the address provided in your RA email. We recommend using tracked shipping for your protection. Return postage is at your expense unless the item was faulty or incorrect.
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 5-7 business days. Refunds go back to your original payment method.
Faulty or Damaged Items
Received a faulty or damaged item? We're sorry! Please contact us as soon as reasonably possible with:
- • Your order number
- • Description of the issue
- • Photos showing the damage or fault
We'll arrange a free replacement or full refund, and you typically won't need to return the damaged item.
Faulty, unsafe, damaged or incorrectly described products remain covered by the Australian Consumer Law regardless of whether they have been opened, were sold on sale, or are reported outside our 30-day change-of-mind period.
Exchanges
Want to exchange for a different size, colour, or product? We're happy to help! The easiest way is to:
- Return your original item following the steps above
- Place a new order for the item you want
This ensures you get your new item as quickly as possible. Once your return is processed, you'll receive your refund.