Refund policy

My Jade Experience — Returns & Refunds

Last updated: [22 October 2025]

We want you to love your experience. If something isn’t right, we’ll make it right in line with Australian Consumer Law.

Return window

  • Standard items: 30 days from delivery to request a return.
  • Sex toys & intimate devices: Only returnable if faulty or not working on arrival (see below).
  • Edible/perishable items: Non-returnable (see below).

Condition requirements

To be eligible (where returns are permitted), items must be unused, in original packaging, with all tags/seals intact. You’ll need the receipt or proof of purchase.

How to start a return

Email hello@myjadeexperience.com with your order number, reason for return, and photos/video (if relevant).
If a return is approved, we’ll send you:

  • A return shipping label, and
  • Return instructions, including the appropriate PO Box or authorised collection address (for privacy and tracking).

Please note: we do not publicly list our return address for privacy and security reasons. Returns sent without prior authorisation will not be accepted.

Damages, faults & order issues

Please inspect your order on arrival and contact us immediately if an item is defective, damaged, or if you received the wrong item so we can evaluate and resolve it promptly (repair, replacement, or refund in line with Australian Consumer Law).

Sex toys & intimate devices (hygiene policy)

For hygiene and safety, change-of-mind returns are not accepted on sex toys, intimate wellness devices, or items with safety seals once opened.
We will, however, replace or refund faulty/not-working devices when you:

  • Contact us within 14 days of delivery,
  • Provide a short description plus photos/video of the fault and the packaging/serial details, and
  • Return the item with all original parts and packaging (we’ll guide you on sanitising and packaging steps).

Extenuating circumstances: If something outside normal use prevents you from testing within 14 days, email us as soon as possible. We assess case-by-case at our reasonable discretion.

Manufacturer warranties (if applicable) may extend support beyond 14 days; we’ll help you access them where relevant.

Edible & perishable items (e.g., Loco Love chocolates, Cloudy Confections marshmallows)

  • Due to sell-by dates, food safety, and storage requirements, all edible/perishable items are final sale and non-returnable, unless damaged or unsafe on arrival.
  • Ingredient and allergen summaries are documented in the mini booklet included in each box (and may reference brand sites). Because box curation evolves over time, ingredient/allergen info may not list every specific product in advance.
  • If you have allergies or dietary requirements, please review the booklet and packaging before consuming and contact us with any questions.
  • If an edible item arrives melted, spoiled, or damaged, contact us on arrival with photos.

Non-returnable items (in addition to the above)

  • Opened personal care & beauty items,
  • Custom/personalised products,
  • Hazardous materials, flammable liquids/gases,
  • Sale/clearance items and gift cards (final sale).

Exchanges

The fastest way to get what you want is to place a new order after your return (if eligible) is accepted.

EU 14-day cooling-off (for orders shipped into the EU)

If your order ships into the European Union, you may cancel or return within 14 days for any reason. Items must be unused, in original packaging with seals/tags intact. Hygiene rules still apply—opened sex toys/intimate items and edible/perishables are excluded unless faulty.

Refunds

Once we receive and inspect your return (or validate a fault), we’ll confirm approval or denial. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the funds.
If it’s been more than 15 business days since approval, please email hello@myjadeexperience.com.

Shipping costs

Original shipping is non-refundable unless we made an error or the item is confirmed faulty under consumer guarantees. For approved returns, we’ll advise whether a prepaid label is provided or if return shipping is your responsibility (this varies by case).

Curated boxes & substitutions

We occasionally make like-for-like substitutions to ensure freshness, quality, or availability. Product shades, finishes, and packaging may vary slightly from photography. This does not affect your rights under Australian Consumer Law for faulty items.

Questions? We’re here to help: hello@myjadeexperience.com.