Refund policy

Down Under Thunder provide high quality sex toys, costumes and novelties, sourced from reputable suppliers.  All hardware that Down Under Thunder sell are authentic and are not clones. All of the products that we sell are brand new, not second hand or used.

Down Under Thunder adheres to the guidelines set out by the Australian Competition and Consumer Commission (ACCC) for Refunds, Replacements and Warranty Returns. For more information please visit https://www.accc.gov.au/

We offer a replacement service for items that are deemed faulty due to a manufacturing fault (see below) however we do not offer refunds for change of mind, or because you do not like the product you have purchased.

We are happy to walk you through troubleshooting steps however if an item is sent back or bought back to us without following these then you will be responsible for the cost of returning the item back to you if the item is not found to have a genuine fault.

Different devices work in different ways and it is up to you to decide what product will be the best for your needs before making a purchase as all sales are final.

 

Warranty

Everything we sell comes with a limited warranty. On receiving your order from Down Under Thunder, please check that all components are in working condition. While every care is taken to ensure that there are no faults with our products there can be occasions, as with all electronics, where there can be issues.

Our products are broken up into 2 categories for warranty purposes as per below;

 

Consumables

Lubricant, condoms, stimulants, massage oils and other items deemed as consumables are designed to be replaced over time and do not come with any kind of warranty unless received as FOA (Faulty on Arrival). Please contact us within 24 hours of receipt of your package for any FOA consumables. We do not offer any kind of refund on consumables however we do offer store credit if they are found to be FOA.

 

Rechargable Sex Toys

Anything rechargable including, batteries, battery chargers, vibrators etc carry a 14 day DOA policy. If you have issues with a product during this time please contact us for a product return and replacement or refund.

Please note that when using any kind of battery extreme care and caution must be taken. The batteries we sell are an advanced item and we take no responsibility or accept any liability for misuse, damage, injury to a person, item or other personal effects as a result of use of these items.

By purchasing a item with a built in battery from our store, you assume the full risk of use and damage of this item. You agree that you have read guides regarding battery safety prior to purchasing this item and that you are aware of how to use this battery safely.

Every care must be taken to ensure that you handle any kind of battery correctly including but not limited to:

Ensuring the battery does not make contact with liquid

Ensuring the product is kept in a protected case or drawer when not in use

Ensuring the product is left free from chips or exposure as a result of damage to the battery

Ensuring that a battery is inserted the correct way into a product, and that the positive and negative ends are in the correct positions

Not charging your device on a phone charger (cable vs wall adapter), or high amperage charger as this can damage the device & void the warranty of the device

Ensuring that all products are turned off when not in use

Ensuring the battery is charged on a amperage suitable device

Ensuring the product is kept away from heat, flames and direct sunlight

 

Warranty Assessment

Please note that all items will need to be assessed before a warranty claim can be honoured and you may be required to send photos and or/ a video of the issue to admin@downunderthunder.com.au for assessment. Please allow 3 working weekdays, not including the day the item is received, for your item to be assessed. 

If the product is required to be returned to us you can post the item back to us via our PO Box address.

If the item is found to be faulty and by no fault of the user, we will refund the total postage cost incurred to send the item back to us. Please ensure that you include the receipt for the cost of postage when sending the item back to us. If the receipt is not enclosed or you cannot provide proof of postage then we cannot reimburse this cost to you. By sending an item in for warranty you are agreeing that if there is no fault found then you will bear the cost of the item being returned to you.

If the item is found to be in working condition, and not faulty, the purchaser is responsible for the postage costs incurred to return the item. Prior to returning the item, Down Under Thunder will contact you to organise payment of postage costs, and once payment is received, the item will then be returned.

All warranties are null and void if:

• The item is found to have been misused
• The item has been damaged as a result of the item being dropped, knocked over or left in circumstances such as extreme heat (including a car on a hot day) or submerged in water or other liquid
• If the item is on-sold to a 3rd party, or purchased by a 3rd party. Warranty is only valid for the original purchaser and valid for a maximum of 30 days from the date of purchase
• If an item has been charged on a non suitable device such as an iPhone wall charger or phone fast charger, other type of phone charger or other wall charger with a non-compatible amperage. If you are unsure of what a compatible wall charger is please ask us prior to purchase or use. All the devices we sell should be charged at under 1amp.
• If batteries are found to have been inserted incorrectly into a device (the positive and negative ends are incorrectly aligned), or battery misuse is found to be the cause of the issue. All items sold on our website that require a stand alone battery must use regular AA o AAA batteries.
• All items sold within our store and on our website have the item serial number recorded by our suppliers for warranty purposes, if serial numbers do not match these records no warranty will be honoured 
• We do not offer refunds however we do offer store credit for items that have not been used and are still in the original packaging

What if I have changed my mind?

Down Under Thunder do not offer refunds for change of mind so please choose carefully before purchasing any item.

 

What do I do if I have received a faulty or incorrect item?

If you happen to receive a faulty or incorrect item please contact admin@downunderthunder.com.au within 24 hours to arrange for return and replacement/refund in the form of a store credit to the value of your returned item. All faulty items will need to be sent back to us in the original packaging for assessment before we will refund or replace the item.  The original packaging is required as more often than not the serial number for products is found on the inside packaging, and Down Under Thunder are required to supply this serial number to our suppliers in order to claim warranty.

Postage for faulty items is at the customers expense and will be reimbursed if the item is found to be faulty by the manufacturer. Please note that if the item is not found to be faulty then postage costs incurred will not be covered by Down Under Thunder.

Disclaimer

When purchasing products from the Down Under Thunder website you are verifying that you are 18+. Products sold on this website are not for the use of minors and we reserve the right to cancel orders from persons under 18 years of age.

Down Under Thunder, it's owners, employees, agents and other involved parties assume no liability injury to a person, item or property caused as a result of use of products sold on this website. 

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