Due to the intimate nature of our products, an exchange or refund is not available on products should you change your mind for any reason. We do not offer a satisfaction guarantee on any of our products. Should you need additional assistance prior to purchasing, we are here to help you in-store, over the phone, and via email.

Eligibility for Refunds or Exchanges

We do not accept exchanges or returns for any opened or used products. To be eligible for a refund or exchange on a damaged item, you must first email us within 30 days of receiving the product. Please send us an email with proof of purchase at hello@hightideau.com to alert us of the damage. Please contact us before returning any items. In many cases, the reason for a perceived fault can be easily resolved. If a return is necessary, the product must be clean, with its original packaging, and in a sealed plastic bag. Additionally, you will need to leave the damaged product with us for 24 hours so that we may test it to identify the fault. The responsibility of returning the product to High Tide falls upon the customer.

Australian Consumer Law

Our items 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 they fail to be of acceptable quality and the failure does not amount to a major failure. Many of our products and ranges carry an express guarantee or extended manufacturer’s warranty which covers a longer period of time. Contact us for specific details regarding your purchase.

Proof of Purchase

In all cases, you will need to present proof of purchase.