Returns &
Refunds

Overview

Get Stiffy's return and refund policy is designed to be fair while respecting the intimate nature of our products. We comply with all obligations under Australian Consumer Law.

Please read this policy carefully before requesting a return. If you have any questions, contact us at hello@getstiffy.co before sending anything back.

Eligible Returns

We accept returns on unopened, unused items in their original sealed packaging within 14 days of delivery. To be eligible:

• The item must be in its original, sealed, unopened condition;
• All original packaging, tags, and accessories must be included;
• You must provide proof of purchase (order number or receipt);
• You must contact us for return authorisation before sending the item.

Change-of-mind returns on eligible items will be processed as store credit or exchange. Return postage is at the customer's expense.

Non-Returnable Items

Due to hygiene and safety reasons, the following items cannot be returned for change of mind:

• Any product that has been opened, unsealed, or removed from its original packaging;
• Adult toys, vibrators, or any product designed for body contact;
• Lubricants, creams, or consumable products;
• Underwear, harnesses, or wearable items;
• Gift cards and store credits;
• Clearance or sale items marked as final sale.

Faulty or Damaged Products

If you receive a product that is faulty, damaged, or significantly different from its description, you are entitled to a remedy. Please contact us within 7 days of receiving your order.

When reporting a faulty item, please provide:

• Your order number;
• A description of the fault or damage;
• Clear photos showing the issue;
• The product name and variant.

We will assess the issue and offer one of the following:

• A full replacement shipped at no cost;
• A repair (where applicable);
• A full refund to your original payment method.

For faulty items, we will cover return shipping costs.

How to Return an Item

To start a return:

1. Contact us at hello@getstiffy.co with your order number and reason for return;
2. Wait for approval — we'll respond within 24 hours with return instructions;
3. Pack the item securely in its original packaging;
4. Ship to the address provided using a tracked delivery service;
5. Send us the tracking number so we can monitor the return.

Refund Process

Once we receive and inspect your return, we will notify you of the outcome by email.

• Approved refunds are processed within 3–5 business days;
• Refunds are issued to the original payment method used at checkout;
• It may take an additional 5–10 business days for the refund to appear on your bank statement, depending on your bank or card provider;
• Original shipping costs are non-refundable unless the return is due to a fault on our part.

Exchanges

We offer exchanges on eligible unopened items within 14 days of delivery. If you'd like to exchange for a different product or variant:

• Contact us at hello@getstiffy.co with your order number and the item you'd like instead;
• We'll confirm availability and provide return instructions;
• If the exchange item is a different price, we'll arrange the balance as a charge or store credit.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this returns policy is intended to limit your rights under Australian Consumer Law.

Returns Questions

For any returns or refund enquiries:

• Email: hello@getstiffy.co
• Response time: Within 24 hours on business days

Please include your order number in all return-related communications.