Refund policy

Goods Returns Policy

Before contacting us regarding the return of faulty goods please ensure that you have read and followed all instructions. A common problem leading to unnecessary return is that batteries have been incorrectly placed in the device or the batteries themselves are faulty. Or if items are being charged vis USB through the computer, the computer goes in to sleep mode and does not charge it is for this reason we recommend to plug in the wall sockets instead of computers).

As the items are of a sexual health nature, we must ensure that all our customers are protected, and in order to do this we place great importance on hygienic, clean and healthy living. It is for this reason that we do not accept non-defective returns (for change of mind after items have been dispatched as some items are not vacuum sealed in plastic). Occupational Health and Safety Laws.

How Do I Get a Replacement for a Faulty Product?

Prior to returning a product to us, please contact Support and request a Return Authority number. Any return sent to us without such a number cannot be accepted or logged into our system.

Medical products (From the USA & German) manufacturer requires 14 to 28 (fourteen to twenty-eight) days to inspect any faulty products that are still under the warranty period this includes for:

·       * Ferticare

·      * Pumps

·       * Viberect

from the day the product was delivered according to the courier tracking delivery date. Should the product prove to be faulty you will be reimbursed with an identical product.

Please Note:

Standard postage fees will apply when returning a product to us. 

If sending within Australia: Please send viz Australia express Post Pre-Paid Satchel to return your product. If your return is a faulty product we will send your replacement product to you at no additional cost. However, should we find the product to be functioning correctly then you, the customer, will be liable for all postage costs.

Once your return has been received at our warehouse the product will be sent to the supplier directly and tested by their technician; serial numbers will be checked, and all other relevant information will be matched for correctness. Should your product not prove to be faulty the purchaser will be liable for all postage costs. This also refers to products that are returned due to ‘change of mind’ and used or deliberately damaged products which cannot be accepted for return. These reasons are NOT acceptable reasons for return because of the significant hygiene and health risks which would prevent our staff from handling used products.

Should we not accept your return, you will be notified accordingly; you will be asked for return shipment payment and we will retain your product for a period of 30 days following receipt of the return, or 30 days following notification. After this period has expired the product will be disposed of.

Orders With Approved Return Authorisation Number:

When returning a faulty product please ensure you include a cover letter containing the following details –

  • Customer’s full name;
  • Return Authorisation Number;
  • Contact Details, including postal address and contact phone number;
  • Reason for returning product: Please be very detailed with your description;

Obtaining a Return Authorisation Number

Reply to your shipment email (or order invoice) stating the product you are experiencing problems with, including the specific issues. We will then check your order and attempt to resolve the problem. If necessary, a Return Authorisation Number will be allocated for you. If you no longer have this email please contact us via our website contact form: You’re your order details and problems you’re experiencing.

Address for Returns: Please contact our office on 02 9262 9991