Refund policy

Last updated: 2 October 2026

This Returns & Guarantee Policy explains how Sensuous handles returns, refunds and replacements. We comply with the Australian Consumer Law (ACL) and offer our own NoQuibble Guarantee to ensure a simple, customerfriendly experience.

1. Our No-Quibble Guarantee

If you are unhappy with your purchase for any reason, simply provide:

The Lot/Batch number of the product

Proof of purchase

Your street mailing address

Once received, we will send you replacement products straight away.

This guarantee applies to opened or used products, provided the above information is supplied.

2. Refunds (Unopened Products Only)

You may request a refund if your product is:

Unopened,

Unused,

In original condition, and

Returned within 30 days of receiving your order.

Refunds are issued to the original payment method once the returned product is received and inspected.

Opened products are not eligible for refunds but are fully covered under our No-Quibble Guarantee for replacement.

3. Replacements (Opened or Unopened Products)

Sensuous offers replacements in two circumstances:

3.1 Under the NoQuibble Guarantee

If you are unhappy with your purchase for any reason, and the product has been opened or used, we will send replacements once you provide:

Lot/Batch number

Proof of purchase

Street mailing address

3.2 Under Australian Consumer Law

You are entitled to a replacement if the product:

Has a major failure, or

Is not of acceptable quality, and the failure is not major.

In these cases, replacements are provided at no cost and return shipping (if required) is covered by Sensuous.

4. Australian Consumer Law Statement

Under the ACL, you are entitled to a refund or replacement for a major failure, and compensation for any reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.

These rights cannot be excluded.

Our No-Quibble Guarantee operates in addition to your ACL rights.

5. How to Request a Refund or Replacement

Refunds (Unopened Products Only)

Email us at customerservice@sensuous.com.au

Provide your order number and confirm the product is unopened.

We will provide return instructions.

Return the product in original packaging.

Refund is issued once the product is received.

Return shipping may apply unless the product is faulty.

Replacements (Opened or Unopened Products)

For replacements under the NoQuibble Guarantee, provide:

Lot/Batch number

Proof of purchase

Street mailing address

For ACLrelated replacements (faulty or defective products), contact us immediately and we will arrange replacement and cover return shipping if required.

6. Contact

Sensuous Pty Ltd
Email: customerservice@sensuous.com.au
Tel: +61 452 417 367
Address: Unit 28, 3-9 Octal Street, Yatala, Queensland, 4207 Australia