Overview

We want you to feel confident buying from Oola. This policy covers change-of-mind returns, faulty items, and your rights under Australian Consumer Law.

Hygiene items

For health and hygiene reasons, we can’t accept returns or exchanges on intimate items that have been opened, used, or had their hygienic seal broken — this includes vibrators, dildos, strokers, anal toys, and similar products. This applies even if the item still works as intended. This is standard practice across the adult retail industry in Australia and helps us keep every product we sell genuinely new for the next customer.

Unopened items in their original, undamaged packaging aren’t affected by this and can be returned under our change-of-mind policy below.

Change of mind returns

Changed your mind? We accept returns within 30 days of delivery, provided the item is:

  • Unopened, unused, and in its original packaging
  • Not one of the non-returnable items listed below
  • Accompanied by your order number or proof of purchase

Contact us before sending anything back so we can confirm your return and give you the correct address. Items sent back without contacting us first may not be accepted.

Return shipping for change-of-mind returns is at your own cost, and we recommend using a trackable service — we can’t be responsible for items lost in transit back to us.

Non-returnable items

  • Opened or used intimate items (see Hygiene items above)
  • Lingerie and underwear that has been worn or has had its hygiene liner removed
  • Gift cards
  • Sale, clearance, or discounted items, unless faulty

Faulty or damaged items

If an item arrives damaged, is faulty, or doesn’t do what it’s meant to, you’re covered under the Australian Consumer Law — regardless of what the rest of this policy says. Depending on the issue, you’re entitled to a repair, replacement, or refund. This applies even to opened or used items, since it relates to a fault rather than a change of mind.

Contact us with your order number, a description of the fault, and photos or video where possible, and we’ll sort it out as quickly as we can.

Refunds

Once we’ve received and inspected your return, we’ll email you to confirm whether it’s approved. Approved refunds are processed back to your original payment method — please allow a few business days for it to appear, depending on your bank or card provider.

Original shipping costs aren’t refunded for change-of-mind returns. For faulty items, we’ll cover reasonable return shipping costs.

Need help?

Reach out via our Contact page or email admin@oola.com.au with your order number, and we’ll get back to you within one business day.

OOLA Pty Ltd · ABN 58 839 729 014 · Australia