Last updated: 7 October 2026
Please choose carefully. Because of the intimate and personal nature of what we sell, 4evahorny does not offer refunds or exchanges for change of mind. That includes ordering the wrong size, colour or model, finding it cheaper elsewhere, or deciding you no longer want the item.
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). The change-of-mind rules below apply only to change-of-mind requests. They never apply to faulty items, items not as described, or wrong items we sent.
1. Faulty, damaged, wrong or not-as-described items (Australian Consumer Law)
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This applies to all products, including opened, used and hygiene or intimate items. If your item is faulty, arrives damaged, does not match its description, or is not what you ordered:
- Contact us through our Contact page with your order number, a short description of the problem, and photos or video of the item and packaging where it is reasonable to provide them. Your order confirmation is enough proof of purchase.
- There is no fixed deadline. You can make a claim within the time the ACL allows. Please contact us as soon as you notice the problem so we can resolve it quickly.
- Major failure: you choose a refund or a replacement.
- Minor failure: we will repair, replace or refund within a reasonable time.
- Return costs: if we ask you to send a faulty item back, we will pay or reimburse reasonable return postage. Original packaging is not required. For hygiene reasons we may ask for photos or video instead of a physical return.
- No restocking fee and no deduction for delivery charges on faulty, damaged, wrong or not-as-described items.
Where an inspection shows the item is not faulty, or the damage was caused by misuse, accident, or use contrary to the instructions after delivery, an ACL remedy may not be available.
2. Change of mind: no refunds
We do not give refunds or exchanges for change of mind. This is permitted under Australian law.
Hygiene and intimate products cannot be returned for change of mind once opened. This includes adult toys and devices, lingerie, underwear and hosiery, lubricants, massage oils, candles and other consumables, and anything with a broken seal, removed hygiene strip or opened packaging.
Limited store-credit exception (at our discretion). We may, at our sole discretion, accept a change-of-mind return for store credit only if all of the following are met:
- You contact us within 7 days of delivery (per tracking) and receive written approval and return instructions before sending anything. Unapproved returns will not be accepted or credited.
- The item is unopened and sealed in its original, undamaged packaging, with all tags and accessories.
- You pay all return postage. Items lost or damaged on the way back to us are your responsibility.
- You accept a 20% restocking fee, deducted from the store credit.
- Original delivery charges are not credited.
Store credit is issued after we receive and inspect the item, is valid for 12 months, and cannot be exchanged for cash. Sale, clearance and discounted items are not eligible for change-of-mind store credit.
3. Order cancellations
You may request a cancellation by contacting us within 12 hours of placing your order. If the order has not yet been processed, we will cancel it and refund you in full. After 12 hours, or once processed or dispatched, an order cannot be cancelled and is treated as a change-of-mind request under Section 2.
4. Delivery problems
- Lost in transit: if a parcel is confirmed lost before delivery, we will reship or refund at no cost to you.
- Incorrect or incomplete address: please check your address carefully at checkout. If a parcel is undeliverable because the address supplied was wrong or incomplete, we may reship at your cost.
- Refused or unclaimed parcels are treated as change of mind. Any refund we choose to offer will be less the original and return shipping costs and the 20% restocking fee.
- “Delivered” but not received: contact us promptly (ideally within 7 days of tracking showing delivered) so we can lodge a carrier investigation.
More detail is in our Shipping and Delivery page.
5. Refund method and timing
Approved refunds are paid to your original payment method within 10 business days after we approve the claim (or after we receive the returned item, where a return is required). Your bank or PayPal may take additional time to show the credit.
6. Chargebacks
Please contact us before raising a dispute with your bank or PayPal. Most problems are resolved faster directly. We will respond to and contest chargebacks we believe are unfounded. This does not affect your right to dispute a transaction with your bank.
7. How to contact us
Use our Contact page and include your order number. Please wait for our instructions before posting anything back to us.
This policy forms part of our Terms and Conditions.