Refund policy

Change of Mind
Due to the intimate nature of our products, we do not provide exchanges or refunds should you change your mind for any reason after purchase. We do not offer a satisfaction guarantee on any of our products. However, our team is readily available to assist you in-store, over the phone, and via email before you finalise your purchase.

Open or Used Products
Please note that we do not accept exchanges and/or returns for products that have been opened or used.

Damaged Products
If you receive a damaged item, you may be eligible for a refund or exchange. To initiate this process:

1. You must contact us within 30 days of receiving the product.
2. Email us with proof of purchase at hello@hightideau.com and provide details of the damage.
3. Always contact us before returning any items. Many perceived faults can be resolved with our guidance.
4. Any product you return must be clean, in its original packaging, and placed inside a sealed plastic bag.

Guarantees & Consumer Rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. In case of a major failure, you have the right to a replacement, refund, or compensation for any foreseeable loss or damage. If the product fails to meet acceptable quality standards but the issue isn't major, you can opt for the product to be repaired or replaced.
Additionally, many of our product ranges have express guarantees or extended manufacturer’s warranties that cover periods beyond the standard warranty. Contact us for specific details pertaining to your purchase.

Proof of Purchase
In all cases, you will be required to present proof of purchase when seeking a refund, replacement, or repair.

Should you have any questions or concerns related to our return and refund policies, please feel free to reach out to us. We are dedicated to ensuring customer satisfaction and understanding.