Last updated July 2025
1. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 faults rectified within a reasonable time. The remedies below operate in addition to those statutory rights.
2. Change-of-mind returns (unused items)
We gladly accept change-of-mind returns within 30 days of delivery provided that:
- the item is unused, unopened and in its original sealed packaging
- proof of purchase (order number or receipt) is supplied
- the goods are shipped back to us within 7 days of approval.
Shipping costs for change-of-mind returns are your responsibility and original delivery charges are non-refundable.
3. Hygiene-sensitive and non-returnable items
Due to health regulations we cannot accept returns for change of mind on:
- products that come into direct contact with the genitals or urethra once packaging is opened (e.g. pumps, rings, clamps, sleeves)
- single-use medical devices, syringes, needles or lubricants once seals are broken
- digital downloads or activation codes once delivered.
Faulty or wrong items (Section 4) are still covered.
4. Faulty, damaged or incorrect items
Contact us within 7 days of discovering the problem. We may request photos or additional detail. Where a defect or error is confirmed we will, at our option, repair, replace or refund including return freight.
5. Warranty claims
Some products carry a manufacturer warranty (e.g. 1–3 years on mechanical pumps). Email admin@menshealthsolutions.com.au with proof of purchase and the serial or batch number. We will liaise with the supplier and keep you informed of repair or replacement timeframes.
6. How to lodge a return
- Email admin@menshealthsolutions.com.au with your order number, item name and reason for return.
- We will provide a Return Authorisation (RA) number and instructions.
- Pack the goods securely, clearly marking the RA number on the outside.
- Send via a trackable service. Risk of loss remains with you until the parcel reaches us.
7. Refunds
Approved refunds are processed to the original payment method within 5 business days of receiving the returned goods. Bank processing times may vary.
8. Shipping costs we cover
We pay return shipping or reimburse reasonable postage where the product:
- has a major fault, is damaged in transit or is not what you ordered
- is being exchanged due to our sizing or dispatch error.
9. Digital products & downloads
Digital items (e-books, activation codes, software) are non-refundable once delivered unless Australian Consumer Law guarantees apply.
10. Contact
Returns Team – Men’s Health Solutions
57 Magill Rd, Stepney SA 5069
E: admin@menshealthsolutions.com.au
P: 0484 922 360