Returns, Replacements & Warranties

Last updated: 31 August 2026

At Kindred Pleasure, we want you to feel informed, supported and confident in your purchase. We understand that intimate products are highly personal and that every body and experience is different.

This policy explains our approach to change-of-mind returns, our Pleasure Promise, faulty products and manufacturer warranties. Nothing in this policy limits your rights under the Australian Consumer Law.

Change-of-Mind Returns

Due to the intimate nature of our products, we do not generally accept returns or exchanges for change of mind, hygiene reasons or personal preference.

However, we understand that sometimes a carefully chosen pleasure toy may not be the right fit for your anatomy, comfort or preferred sensations. Eligible pleasure toys may be covered by our Pleasure Promise below.

We do not accept change-of-mind returns for:

• Lubricants, oils, serums or other consumable products

• Intimate or personal-care products

• Products that have been deliberately damaged, modified or used contrary to their instructions

• Gift cards

• Items marked as final sale

This does not affect your rights if an item is faulty, damaged, unsafe, incorrectly supplied or not as described.

Our Pleasure Promise

Bodies and preferences are wonderfully individual. Sometimes a toy may not suit your anatomy, comfort, preferred sensation or intended use—even when you have chosen it carefully.

If you try an eligible pleasure toy and find that it is not the right fit for you, please contact us within 30 days of receiving your order. We will work with you to help select a more suitable alternative and offer a one-time exchange under our Pleasure Promise.

The purchase price of your original product, excluding delivery costs, can be applied toward one replacement product:

• If the replacement costs more, you will need to pay the difference.

• If the replacement costs less, the remaining balance will be issued as store credit rather than a cash refund.

The replacement product is not eligible for another exchange under the Pleasure Promise.

Pleasure Promise eligibility

To qualify:

• The product must be an eligible pleasure toy purchased directly from Kindred Pleasure.

• You must provide your order number or other proof of purchase.

• You must contact us within 30 days of receiving the product.

• The product must have been used in accordance with its instructions.

• The product must not have been deliberately damaged, modified or misused.

• Only one Pleasure Promise exchange is available for each eligible original product.

The Pleasure Promise is intended to help customers who have made a genuine purchase that proves unsuitable. We may decline requests that do not meet these conditions or indicate misuse of the program.

For hygiene and safety, please do not return a used product unless we specifically ask you to. We will provide instructions confirming whether the product should be returned or safely disposed of.

Any opened product returned to Kindred Pleasure will never be restocked or resold.

Customers are responsible for any return postage requested by us and the delivery cost of the replacement product. We will confirm all applicable costs before arranging the exchange.

You never need to provide intimate personal details beyond what you are comfortable sharing. Any information you choose to provide will be handled respectfully and confidentially.

Our Pleasure Promise is a voluntary exchange program. It is offered in addition to, and does not limit, your rights under the Australian Consumer Law.

Faulty Products

If your product is faulty, unsafe, damaged or not functioning as intended, please contact us as soon as possible at hello@kindredpleasure.com.au.

Please provide:

• Your order number or other proof of purchase

• The product name

• A description of the issue

• Photographs or a short video where reasonably required

Before submitting a claim, we may ask you to complete reasonable troubleshooting steps using the product instructions, charging guide or information available in our FAQs.

Kindred Pleasure is entitled to assess the product and the reported issue before determining the appropriate remedy. Please do not return a product unless we have provided return instructions.

Depending on the nature of the problem and your rights under the Australian Consumer Law, the appropriate remedy may include a repair, replacement, refund or other resolution.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, Kindred Pleasure will cover reasonable return-postage costs where required.

Products damaged through misuse, neglect, accidental damage, improper storage, unauthorised modification or failure to follow the supplied care and operating instructions may not be considered faulty.

Damaged or Incorrect Orders

If your order arrives damaged, incomplete or contains an incorrect product, please contact us promptly at hello@kindredpleasure.com.au.

Where possible, contact us within seven days of delivery and include your order number and photographs of:

• The product

• The packaging

• Any visible damage

• The shipping label, if relevant

The seven-day request assists us in investigating delivery issues but does not limit any rights you may have under the Australian Consumer Law.

If we confirm that an item was damaged in transit or supplied incorrectly, we will arrange an appropriate replacement, refund or other remedy and cover reasonable return-postage costs where required.

Manufacturer Warranties

The following brands currently include manufacturer warranties:

• Peech – 2-year warranty

• Unbound – 1-year warranty

• The Natural Love Company – 1-year warranty

• Biird – 1-year warranty

• ROMP – 2-year warranty

• Lovglo – 1-year warranty

• Svakom – 2-year warranty

Manufacturer warranty coverage is subject to the terms and exclusions specified by the applicable manufacturer. Warranty periods generally begin on the original purchase date.

Manufacturer warranties commonly exclude damage caused by misuse, accidental damage, unauthorised modification, incorrect charging, improper cleaning or storage, and normal wear and tear.

A manufacturer warranty is provided in addition to your rights under the Australian Consumer Law. You may contact Kindred Pleasure directly for assistance with a faulty product. You are not required to contact the manufacturer yourself before contacting us.

We may liaise with the relevant supplier or manufacturer while assessing and resolving your claim.

Returns Process

Before returning any product:

1. Email hello@kindredpleasure.com.au with your order number and the reason for your request.

2. Wait for our assessment and return instructions.

3. If a return is required, package the product securely and follow the hygiene and shipping instructions we provide.

4. Do not send an item to our business or fulfilment address without prior approval.

Unauthorised returns may be refused or returned to the sender.

Where the customer is responsible for return postage, we strongly recommend using a tracked postal service. Kindred Pleasure cannot accept responsibility for customer-arranged returns lost in transit.

Approved returns must include all components reasonably required to assess the product, including chargers, controllers or accessories connected with the reported issue. Original packaging is helpful but is not required for a valid faulty-product claim.

Refunds

Where a refund is approved, it will ordinarily be issued to the original payment method.

Processing times vary between financial institutions. After we process the refund, it may take several business days to appear in your account.

Original delivery charges are not generally refundable for a change-of-mind or Pleasure Promise exchange. Where goods fail to meet a consumer guarantee, delivery and return costs will be handled in accordance with the Australian Consumer Law.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible at hello@kindredpleasure.com.au.

We will make every effort to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered the packing or dispatch process.

If an order has already been dispatched, the applicable sections of this returns policy will apply.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other 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 does not amount to a major failure.

Contact Us

For all returns, exchanges, faults and warranty enquiries, contact:

Kindred Pleasure
Email: hello@kindredpleasure.com.au

Please include your order number so we can assist you as quickly as possible.