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Returns & Refunds Policy

At Wink & Whisper, we want you to shop with confidence while also maintaining the highest standards of hygiene and safety. This policy explains when returns and refunds are available and how they are handled.

1. Change-of-Mind Returns

Due to the intimate nature of our products, change-of-mind returns are not accepted for items that have been opened, used, or removed from their original sealed packaging.

This includes (but is not limited to):

  • Adult toys

  • Lingerie

  • Intimate accessories

  • Any product designed for bodily contact

Please choose carefully before purchasing.

 
2. Eligible Returns (Unopened Items Only)

You may be eligible for a return if:

  • The item is unopened

  • The item is unused

  • The item is in original, sealed packaging

  • The return request is made within [X] days of delivery

Return shipping costs for eligible change-of-mind returns are the responsibility of the customer, unless the item is faulty.

 
3. Faulty, Defective, or Incorrect Items
Your Rights Under Australian Consumer Law (ACL)

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

Under the ACL, you are entitled to:

  • A replacement or refund for products with a major failure

  • A repair or replacement for products that do not meet acceptable quality standards

A product may be considered faulty if it:

  • Is damaged on arrival

  • Does not function as intended

  • Is significantly different from its description

  • Has a manufacturing defect

 
4. Reporting an Issue

If your item arrives faulty, damaged, or incorrect, please contact us within [X] days of receiving your order.

When contacting us, please include:

  • Your order number

  • A clear description of the issue

  • Photos or video evidence (where applicable)

 

This helps us resolve your request as quickly as possible.

 
5. Hygiene & Safety Exceptions

For health and safety reasons, we cannot accept returns on:

  • Opened or used intimate products

  • Items without original packaging

  • Products showing signs of wear, damage, or misuse

 

This does not affect your rights under Australian Consumer Law for faulty goods.

 
6. Refund Processing

If a refund is approved:

  • Refunds will be issued to the original payment method

  • Processing time is typically 5–10 business days

  • Shipping costs are non-refundable unless required under ACL

 
7. Discreet Returns

If a return is approved:

  • Please ensure items are packaged securely

  • Use plain, unbranded packaging when returning items

  • Do not write product names or descriptions on the outside of the parcel

 
8. Non-Returnable Items

The following items are non-returnable unless faulty:

  • Clearance or sale items (unless stated otherwise)

  • Gift cards

  • Digital products (if applicable)

 
9. Contact Us

If you have any questions about returns or believe an item is faulty, please contact us:

Wink & Whisper
Adelaide, South Australia
📧 Email: winkandwhisper@gmail.com

 
10. Policy Updates

We reserve the right to update this Returns & Refunds Policy at any time.
Changes will be effective once published on our website.

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