Warranty, Replacement & Refund Policy
We stand behind our products. If for any reason there is a problem with your purchases, we offer a 1 year warranty from order purchase date. This means we offer a replacement product or full refund less shipping.
Before submitting the form below, please check our product FAQs to see if the issue can be resolved here.
For a replacement, simply complete the form below and upload a video demonstrating the product fault along with the purchase receipt.
- 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
Terms + Conditions
Replacement and refunds can only be applied for on this website. Replacement and refunds can only be applied for faulty products, not for change of mind. Application form, videos of product fault and original receipt must be submitted to VUSH to be eligible for your money back.
Warranty refund only applies to claims with supporting video evidence demonstrating the fault of the product which must be uploaded at the time of the claim with the claim form.
a. must be fully completed and lodged on this website;
b. will not be processed, returned or acknowledged if incomplete or incorrect.
Refund must be submitted within 12 months of order placed.
Refund Payments will be made:
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.
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.
VUSH Customer Warranty - ONE YEAR FROM INITIAL PURCHASE
We provide a one year customer warranty from when you first purchased your product. 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. If a product has a manufacturing defect, then you should return that product to us for a replacement of the same nature. Please retain your product packaging for the duration on the warranty period, as returns can be processed much more efficiently when the original packaging is included!
If you have not opened your package and the hygiene 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 - all sales are final. 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. Please feel free to reach out to our customer service team for guidance on how to best use your product. Our team are also happy to provide guidance on a different vibe for you.
If you have bought your product from a Retailer, not from the VUSH website, please process your replacement or refund request through the Retailer's channels as each Retailer holds their own policies for returns, and your transaction records are held in their systems. For privacy purposes, we cannot share personal payment records to issue any replacements or refunds directly.
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