Returns & Refunds Policy

Due to the intimate and personal nature of our products, returns and refunds are not accepted in principle. For hygiene and safety reasons, once a product has been opened, unsealed, or used in any way, it cannot be returned under any circumstances.

Disclaimer

Due to the intimate and personal nature of our products, Lust On does not accept returns or exchanges for change of mind purchases, except in cases where the product is faulty, damaged, wrongly described, or does not meet a consumer guarantee under Australian Consumer Law. By making a purchase on our website, you agree to these terms and conditions.

 

Faulty or Damaged Products

If you receive a faulty, damaged, or incorrectly described product from Lust On, we will be happy to provide a replacement, store credit, or refund.

For hygiene and safety reasons, all returned items must be unopened, unused, and in their original sealed packaging unless they are being returned due to a manufacturing fault.

In some cases, we may need to assess the product before confirming the solution. For certain products, we may also liaise with the manufacturer or supplier to arrange repair, replacement, or inspection.

 

How to Make a Return for Faulty or Damaged Items

1.Contact our Customer Care team at hi@luston.com.au within 48 hours of receiving your order.

2.Provide your order number, full name, contact number, a description of the issue, and clear photos of the product and packaging.

3.Provide valid proof of purchase (order confirmation email, receipt, or account order history).

4.Once your return request is approved, we will provide instructions for returning the product. In cases of confirmed faults or damage, we will issue a prepaid return shipping label.

Important: Products must be returned to us before a refund or replacement can be issued.

 

Change of Mind Returns

For hygiene and safety reasons, we do not accept returns for change of mind, incorrect size selection, or personal preference once the product has been dispatched.

We reserve the right to refuse a return or refund if:

· The item has been opened, used, or is not in its original sealed packaging.

· The product is not faulty, damaged, or incorrectly described.

· The return request falls outside the specified time frame.

 

Definition of a Faulty Product

A faulty product is one that has defects or issues that prevent it from functioning as intended or meeting quality standards. These defects can occur during manufacturing or packaging and are not the result of misuse, neglect, or intentional damage by the customer. Examples include:

· Non-functioning product components.

· Manufacturing defects.

· Missing parts or accessories.

· Wrong item sent.

· Damage during transit (if reported within 48 hours of delivery).

Lust On reserves the right to make the final determination on whether a product is faulty.