Refund policy

All toys are visually checked, cleaned and checked again prior to packaging. However, we're only human so rarely something may slip beneath our attention.

Please contact us through support@midnightmenagerie.com.au with any concerns.

Please allow up to 48 hours for a reply before reaching out on other platforms. Emails occasionally vanish, so if that happens and you contact us via one of our other channels, we'll be more equipped to help you. We can be reached on Twitter at https://twitter.com/MenagerieToys

Each product is hand-made and custom poured and therefore some minor errors can occur. While we try to minimize this as much as possible; this may include slight color differences or colour placements (as silicone can be unpredictable and tends to flow where it wants to) or small surface imperfections from the molding process which would not cause any issues from body safety.

A refund may be offered if there is a catastrophic error with your toy (such as a split pour delaminating) on arrival to you that makes it not body-safe. We may also offer a repour if you would prefer this.

WE DO NOT refund or provide discounts if you have ordered the wrong size, density or shape for your body or use, or have had a change of mind on pour style, firmness or size. We do not have control over what you order and therefore can not take responsibility.

We request that you check your item for flaws prior to opening the bag, as they have been vacuum sealed for health and safety reasons. It is far simpler to arrange a return or refund for a toy that is still sealed. Although we understand that sometimes you might not notice a flaw until you have opened the bag and are washing your item - we ask in this case that you email us straight away with photos showing the concern.

For both a repour and a refund we ask that you destroy the original item and provide photographs to ensure that it remains out of circulation

Damage to item after receiving it and its been used -  

Unfortunately as we do not know and can not control - if an item has been purchased in the right size or density for your intended use, how an item has been used (streached, pulled, with/without lubricant etc) how it has been handled, how it has been cleaned or how it has been stored we are not responsible for any damage that occurs to an item during your use of the item.

If your parcel has been damaged in transit -

Please contact us asap so we can lodge a postal investigation. We may require you to take the parcel to your nearest post office or take photos of the parcel and contents so we can lodge a claim with the postal service.

We may offer a replacement, refund, or discount on a future purchase in this case.

Any refunds will be issued via the original payment method.

** PLEASE NOTE **

If your parcel **is returned to us** through no fault of our own such as; you have declined to receive the parcel, you have declined to pay the import tax appropriate for your country, you have moved and not forwarded us your new address, you have incorrectly written your address, etc then we will not be liable to refund cost of your order.

We will contact you to attempt re-delivery, If you choose to repay delivery costs we will resend the item. If you do not respond within 1 week we will refund you the cost of the item minus the shipping fee.

If an item is lost due to no fault of ours such as listed above and **not returned to us** by the postal service we will not refund any costs. As we have forfilled the order as you listed.

If a parcel is refused delivery due to unpaid tariffs by the customer, refunds WILL NOT BE GIVEN. Customers are 100% responsible for the payment of any tariffs considered due by their respective local governments.

If an item has been lost by the postal service then the postal service will be able to investigate and assist in finding your parcel.