Refund policy

Last updated: December 12, 2025

This policy explains refunds, returns and exchanges for products bought from Condom Covers.

1. Your rights under Australian Consumer Law (ACL)

You have statutory rights under the Australian Consumer Law if goods are faulty, not fit for purpose, unsafe, or don’t match their description. Remedies include repair, replacement or refund depending on the circumstances; these rights cannot be excluded by our smaller-scale policies. If a product is faulty we will remedy the issue in line with the ACL.

2. Change-of-mind returns (our voluntary policy)

We accept change-of-mind returns on unopened, unused items returned in original condition within 14 days of delivery. The buyer pays return shipping unless the return is due to our error. Items that are intimate or hygiene-sensitive (e.g., products that contact genitals or skin directly) may not be eligible for return for change of mind — unless unopened and sealed — because of hygiene/safety concerns. This includes all items sold on the website.

3. Faulty, damaged or incorrectly supplied items

If your item is faulty, damaged in transit, or not as described, please contact us within 7 days of delivery with photos and order number. We will assess and, if the ACL applies, offer repair, replacement or refund as appropriate. If the item is damaged in transit please keep the packaging and contact us; you may also lodge a claim with the carrier. 

4. How to make a return or request a refund

  1. Email [katie@condomcovers.com] with order number, reason for return, and photos (if relevant).

  2. We will confirm whether the return is accepted and provide return instructions.

  3. Ship the item back in original packaging (insured, trackable). We recommend obtaining proof of postage.

  4. Once received and inspected, we will notify you of refund or replacement decision.

5. Refunds & processing

Approved refunds will be credited to the original payment method. Processing times may vary by payment provider; you will be notified when the refund is issued. (Note: keep transaction records — ATO/Shopify/payment gateways may require documentation.) 

6. Shipping costs & duties

Shipping costs are non-refundable except where required by law (e.g., if the product is faulty). If we provide a prepaid returns label, we may deduct the cost from the refund where this was disclosed at sale.

7. Exchanges

If you want an exchange (same item, different size or colour) contact us and we’ll advise availability. Exchanges follow the same return process — an exchange may be treated as a new purchase.

8. Exceptions & final sale items

Clearance or “final sale” items are non-returnable for change-of-mind unless faulty. Any exceptions will be clearly stated at checkout.

9. Dispute resolution

If you are unhappy with our decision, contact us and we will attempt to resolve the issue. If unresolved, you may contact your local consumer affairs agency or the ACCC.