Due to the intimate nature of our products, we’re unable to offer refunds or exchanges if you change your mind. We also don’t offer a satisfaction guarantee on any of our items. We understand that purchasing a product for your intimacy carries weight, which is why we take so much care in supporting you before you buy — whether in-store, over the phone, or via email.

If you believe your item is damaged or not working as expected, please email us at hello@high-tide.com.au within 30 days of receiving it. Be sure to include your proof of purchase and a short description of the issue.

In many cases, what seems like a fault can be quickly resolved without a return. If a return is needed, we’ll ask you to bring or send the product back in its original packaging, clean, and sealed inside a plastic bag.

If you return the item in-store and we can clearly identify the fault, we’ll usually offer a replacement on the spot. For items returned by post, we aim to assess them within an hour of receiving them. If a replacement is appropriate, we’ll get that organised straight away.

Please note that return shipping is the responsibility of the customer.

We’re unable to accept returns or exchanges for any products that have been opened or used. We’re also unable to offer refunds or exchanges on gifts.

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You’re entitled to a refund or replacement if a product has a major fault, as well as compensation for any other reasonably foreseeable loss. If the fault is minor, we’ll offer a repair, replacement, or refund depending on the circumstances.

Many of our products are also backed by a manufacturer warranty. If an item is faulty, we’ll handle the process directly with the brand on your behalf.