Refund Policy
At Malesextoys.co.nz, your satisfaction matters to us. Every product is carefully inspected before leaving our warehouse. However, if something is not right with your order, please contact us and we will work with you to resolve the issue.
Faulty or Damaged Products
If your product arrives damaged, faulty, or does not work as expected, please contact us as soon as possible at support@malesextoys.co.nz.
To help us assess the issue, please provide:
- Your order number
- A clear description of the problem
- Clear photos or a short video showing the fault, where possible
Please do not use the product after discovering a defect, as continued use may make it more difficult to assess the issue.
Once the fault has been confirmed, we will provide an appropriate remedy, which may include a repair, replacement, or refund, in accordance with the New Zealand Consumer Guarantees Act 1993.
We recommend contacting us within 14 days of receiving your order so that we can resolve the issue quickly. This timeframe does not limit any rights you may have under New Zealand consumer law.
Change of Mind Returns
We accept change-of-mind returns within 14 days of delivery, provided that the product:
- Has not been used
- Remains unopened
- Has its original hygiene seal intact
- Is returned in its original packaging
- Is in a resalable condition
For health and hygiene reasons, we cannot accept change-of-mind returns once the packaging or hygiene seal has been opened or broken.
This restriction does not apply where a product is faulty or otherwise fails to meet the guarantees required under New Zealand consumer law.
Customers are responsible for the cost of returning change-of-mind items. Original delivery charges are non-refundable unless required by law.
Please contact us before returning any product. Returns sent without prior approval may not be accepted.
Misuse and Accidental Damage
Our returns policy does not cover faults or damage caused by:
- Incorrect or improper use
- Accidental damage
- Failure to follow the product instructions
- Unauthorised modifications or repairs
- Normal wear and tear
- Improper cleaning or storage
Please inspect your order and read the supplied instructions before using the product for the first time.
Order Cancellations
Order processing normally begins within 12 hours of purchase. Please check your products, delivery address, and payment details carefully before placing your order.
Cancellation requests are handled as follows:
- Cancelled within 12 hours: a 5% payment processing fee may apply
- Cancelled between 12 and 24 hours: a 20% cancellation and handling fee may apply
- Once an order has been dispatched: the order cannot be cancelled
Cancellation requests are not guaranteed, as your order may already have entered the packing or dispatch process.
To request a cancellation, email support@malesextoys.co.nz as soon as possible and include your order number.
Any cancellation fee will reflect payment-processing, handling, or fulfilment costs already incurred, where permitted by law.
Incorrect Addresses and Undeliverable Orders
Please make sure your delivery address is complete and correct before submitting your order.
If a parcel is returned to us because:
- The address supplied was incorrect or incomplete
- The parcel was refused
- The customer failed to collect it
- Delivery could not be completed for reasons outside our control
the original shipping cost will not be refunded. Any reasonable return shipping, handling, or re-delivery costs may also be deducted from the refund or charged before the parcel is sent again.
If the delivery problem was caused by us or our delivery provider, we will work with you to arrange an appropriate solution.
Refund Processing
Approved refunds will be returned to the original payment method.
Please allow several business days for your bank, card provider, PayPal, or other payment provider to process the refund after it has been issued.
Shipping fees are non-refundable for change-of-mind returns, incorrect addresses, refused deliveries, or uncollected parcels, unless otherwise required by law.
Your Rights Under New Zealand Law
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available to consumers under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer laws.
Contact Us
For return, refund, cancellation, or product-fault enquiries, please contact:
Please include your order number and all relevant details so that we can assist you as quickly as possible.