This Return and Refund Policy applies to purchases made through focusonintimacy.com.au. It complements, and does not replace, the general policy information provided by Shopify as our website platform — this Policy explains Focus on Intimacy's own approach to returns, refunds, and your rights under Australian law.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). If an item is faulty, damaged in transit, not as described, or does not do what we said it would, you are entitled to a repair, replacement or refund. Nothing in this Policy limits those rights.

Contact us within a reasonable time of receiving your order, and in any case as soon as you notice the problem. Email welcome@focusonintimacy.com.au with your order number and, if you can, a photo. We will sort it out with you directly rather than sending you to the manufacturer.

You do not need to return an item before we help you, and you will not be out of pocket for return postage on a faulty item.

For health and safety reasons, we cannot accept the return of any product that has been opened, used, or had its hygiene seal broken, unless it is faulty. This applies to all intimacy aids, lubricants and personal care items. It is the same standard applied by pharmacies and medical suppliers, and it protects everyone.

If you change your mind, you may return an unopened item in its original sealed packaging within 14 days of delivery. The item must be in resalable condition. Return postage is at your cost, and we recommend a tracked service, because we cannot refund an item that does not reach us. Once we receive it, we will refund the purchase price, not the original postage.

If your order was invoiced to a funding body, insurer or plan manager, any refund is returned to whoever paid the invoice rather than to you personally. We will let you know when it has been processed so you can follow it up on your end if you need to.

Email welcome@focusonintimacy.com.au or call 0493 133 667 with your order number and what has gone wrong. Please do not send anything back before you have heard from us, so we can tell you where to send it and make sure it is not something we can fix without you posting anything.

Approved refunds go back to the original payment method, including back to the funding body (as required).

Depending on your bank, it can take a few business days to appear after we process it.

Call 0493 133 667 or email welcome@focusonintimacy.com.au, Monday to Friday.

Next scheduled review: 19 August 2027 (reviewed every 12 months, or sooner if our practices change)

Focus on Intimacy  |  ABN 33 698 903 678

welcome@focusonintimacy.com.au   |   0493 133 667   |   PO Box 873, Gunnedah NSW 2380, Australia