Returns & Refund Policy
We stand behind our products. If for any reason there is a problem with your vibrator purchase, we offer a 1 year warranty from order purchase date and will replace the product or provide a full refund less shipping.
VUSH VIBRATORS WARRANTY - ONE YEAR FROM INITIAL PURCHASE
- We provide a one year warranty from initial purchase. After one year from your initial purchase, we have no obligation to send you replacement items, even if previous ones were sent. We will only replace items which are found to be faulty. All faulty products must be returned to us for a replacement. Please retain your product packaging for the one year warranty period, as returns can be processed faster!
HOW TO START A RETURN?
For all Replacements - Please complete the form below. You must upload a video demonstrating the product fault and the purchase receipt. Before proceeding, First check our product FAQs to see if the issue can be resolved here.
HOW TO START A REFUND?
For all Refunds - Please email firstname.lastname@example.org with the following information
- Order details: name, address, contact details. Order date, order number, order receipt, including payment details (VISA, MasterCard, PayPal, Klarna, AfterPay, etc).
-A video of:
(a) the Toy clearly connected to the charger and then being removed from the charger before turning on
(b) the power button being held down for 3 seconds to turn the device on
(c) If your issue is with the Empress 2, please show in focus footage of the mouth opening
VIBRATOR TERMS + CONDITIONS
- Replacement and refunds can only be applied for on this website ONLY for faulty products, not for change of mind. The application form, videos of product fault and original receipt must be submitted to VUSH to be eligible for refund. Application form must be fully completed. If incomplete or incorrect we will be unable to process a return.
- Warranty refund only applies to claims with supporting video evidence demonstrating the fault of the product which must be uploaded in the claim.
- VUSH reserves the right to reject any application it deems inappropriate or an abuse of the offer, or the subject of fraud.
-VUSH reserves the right to change these terms and conditions without prior notice.
- Refunds must be submitted within 12 months of order placed
a. for the amount on the original purchase receipt;
b. by refund to a Visa, Master Card or Paypal account only;
c. no cheques or other forms of refund will be used
d. within 45 days of receipt of application form, product and purchase receipt
e. postage costs will not be refunded.
REFUND POLICY - VIBRATORS
- If you have not opened your package and the tamper seal sticker has not been damaged or removed, you can return your unopened package to us and we will provide a store credit minus the cost of shipping.
- If an item has been used, or the plastic hygiene seal of your VUSH packaging has been opened, we cannot provide a refund. We’re sorry if you don’t love your vibe, unfortunately not every toy is perfect for every body, and as such we are unable to provide refunds or credits for change of mind on working products.
RETAILER PURCHASES - VIBRATORS
If you have bought your product from a Retailer, (not VUSH website) please process your replacement or refund request through the Retailer. The Retailer will hold your transaction records in their systems. For privacy purposes, the Retailer can not share personal payment records to issue any replacements or refunds directly.
LINGERIE:WE OFFER 30 DAY RETURNS FOR EXCHANGES OR STORE CREDIT
We understand shopping online is a little risky. Will it look good on me? How will it fit? Is the fabric as nice as it looks in the photos? So we have a simple and easy returns process.
RETURNS AND EXCHANGE POLICY
- We offer 30 Day returns for exchanges or store credit on bras, tops, suspenders and slips (less shipping costs) to reduce the risk to you.
- Underwear bottoms can’t be returned or exchanged for any reason due to hygiene regulations. Please check our size guide and choose carefully.
- All garments must be in original condition and original packaging with swing tags attached when being returned.
- Garments that have been worn, have marks or perfume cannot be returned.
- We reserve the right to adjust returns if original items are not received in new condition.
- All damaged or faulty items must be returned with-in the 30-Day return period, we ask that you please process your return through our returns portal above as a faulty or damaged item.
- Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges.
We do not offer refunds on sale items.
- We offer refunds on full priced orders received back to us within 30 days from the day your order has been fulfilled.
- Returned funds can take up to 14 business days to be processed back to your bank account on receipt of returned items, depending on your payment method this can vary.
- All refunds will be processed back via your original payment method.
- We do not refund original shipping fees for your order.
- We process all returns within 3-5 business days of receiving your items. We will send you an email with the details of your processed return.
- Store credit is issued via a Gift Card and can be used to make a future purchase, valid for 12 months from date of issue.
- Gift cards can not be refunded.
HOW TO START A RETURN
Please complete the form below to commence the returns process
HAVE MORE QUESTIONS?
We are open 9-5pm AEST Monday-Friday, if you email us over the weekend or on a public holiday we will get back to you on the next business day.
Please email our friendly Vush team with any questions - email@example.com
LOST IN TRANSIT POLICY
Once your order leaves the doors of our warehouses, our third party delivery teams do everything possible to meet our expected shipping times, however occasionally packages can go on an adventure in the postal system. If your order has not arrived by the expected date, please reach out to our customer service team on the contact us from here and we will do everything reasonably possible to locate your package. Packages can only be considered lost in transit after a specific period of time, please see below table for your region. These time frames are not in VUSH’s control, sorry babe. If a package is deemed lost in transit, VUSH can then organise your order to be resent.
AUS + NZ
15 days from dispatch
21 days from final scan
30 days from final scan
21 days from dispatch