Refund policy

Effective date: 2 May 2026

At LemmeSensa, your wellbeing is at the heart of what we do. We want you to feel confident in your purchase. This Policy outlines your return and refund options, and operates alongside your rights under the Australian Consumer Law (ACL) — these rights cannot be excluded or limited.

1. Your rights under the 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 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.

This Policy provides additional protections beyond your statutory rights — it does not replace them.

2. Change-of-mind returns

We accept change-of-mind returns within 30 days of delivery, subject to the following conditions:

  • The product must be in its original outer packaging;
  • The manufacturer's tamper-evident seal must be intact and unbroken;
  • The product must be unused and in resaleable condition;
  • You must provide proof of purchase (order number or receipt).

For hygiene and safety reasons, once the manufacturer's seal has been broken, we are unable to accept change-of-mind returns — even if the product has not been used. This is consistent with industry practice across all reputable sensual wellness retailers.

Return shipping for change-of-mind: the customer is responsible for return shipping costs. We recommend using a tracked service.

Refund: Once your return is received and inspected, we will refund the full purchase price (excluding original shipping) to your original payment method within 5–10 business days.

3. Faulty, damaged or incorrect items

If your product is faulty, damaged in transit, or you receive the wrong item, we will make it right.

What to do:

  1. Contact us at lily@lemmesensa.com.au within 30 days of delivery;
  2. Include your order number, a description of the issue, and clear photos or a short video showing the fault;
  3. We will assess your claim and respond within 2 business days.

Our remedy:

  • If the product has a major failure (e.g. does not work, significantly different from description, unsafe), you are entitled to choose a refund or a replacement.
  • For minor failures, we will offer a replacement, repair, or refund as appropriate, in line with the Australian Consumer Law.
  • We cover return shipping costs for verified faulty or damaged items.

If we are unable to provide a like-for-like replacement immediately due to stock availability, we will keep you informed and offer a full refund or store credit as an alternative.

4. Items not eligible for return

For hygiene and safety reasons, the following are not eligible for change-of-mind return:

  • products with a broken or removed tamper seal;
  • products that have been used in any way;
  • gift cards;
  • products marked as final sale.

These exclusions do not affect your rights under the Australian Consumer Law if the product is faulty.

5. How to start a return

  1. Email us at lily@lemmesensa.com.au with the subject line "Return Request — [your order number]".
  2. Include the reason for the return and photos/videos if relevant.
  3. We will respond within 2 business days with return instructions and our return address.
  4. Please do not send items back without contacting us first — unsolicited returns may not be accepted.

6. Refund processing

  • Refunds are issued to your original payment method.
  • Once we receive and inspect the returned item, refunds are processed within 5–10 business days.
  • Your bank or card provider may take additional time to display the refund on your statement.
  • Original shipping costs are non-refundable for change-of-mind returns. Shipping costs are refunded for faulty, damaged or incorrect items.

7. International returns

For international orders, the same conditions apply. International return shipping is the customer's responsibility for change-of-mind returns. Customs duties or import taxes paid on the original order are not refundable by us — please contact your local customs authority.

8. Cancellations

If you wish to cancel your order, please contact us as soon as possible at lily@lemmesensa.com.au. We will do our best to accommodate, but once the order has been dispatched, our standard return process will apply.

9. Contact

For all return enquiries:

LemmeSensa Pty Ltd
Email: lily@lemmesensa.com.au