Returns, Refunds & Exchanges

RETURNS, REFUNDS AND EXCHANGES

We do not offer refunds, exchanges or credit for change of mind so please be sure of your purchase before committing. Please note we do not offer exchanges or refunds for lingerie or bondage gear. IF your item has an expiry date and you have received an 'out of date' product please use our 'contact us' page and get in touch with us under the 'request return' tab. Please note you need to provide proof of purchase along with proof of 'out of date' item(s) for return/refund consideration. IF any your items are visibly damaged upon delivery please contact us immediately under our 'contact us' page.
All claims must be made within 12 months of purchase and accompanied by an invoice showing proof of purchase from The9intheCollective.
The Customer is responsible for returning the product if it can be posted or easily returned. Returns are sent through Australia Post at buyers expense.
In the case of items deemed to be defective after inspection and consideration by us, a replacement item will be issued where stock permits.
When a replacement cannot be supplied and/or a major problem with the product is identified, a full refund will be provided.

BUT before you admit defeat, here’s a handy checklist of things you can try:

Rechargeable toys
• Make sure your toy is fully charged. Some toys may come with a half-full charge, but others might not, so it’s always worth topping up a new toy’s power straight out of the box.
• Double check that the toy is charging by making sure the power light is flashing when the charger is connected. If the light stays on, this means your toy is fully charged.
• Make sure that your charger’s power source is on
• Try different power ports for your charger as power may vary across different outlets.
• Ensure you’re holding your toy’s power button down for long enough to turn it on (this is usually about 3-5 seconds, refer to product manual for more information).
• If your toy has a travel lock feature, make sure it’s off – check your toy’s instruction manual to find out how to enable/disable the travel lock.

Battery-operated toys
• Make sure you’re using the correct batteries and that they’re inserted the right way around.
• Check that the battery contacts are aligned and that the springs aren’t too compressed – sometimes manufacturers include a sliver of material between the batteries and the contacts to prevent the batteries from draining while the toy is in its box, so be sure to remove this too.

If your item comes with an instructions manual or card, please refer to that. Or alternatively you can contact us for further assistance. See 'contact us' page.