Refund policy
Refund & Return Policy
REFUND & RETURN POLICY
Thank you for shopping with Silk & Sin. We want you to love your purchase. Because our collection includes intimate items, we maintain a strict hygiene and return policy to ensure the health and safety of all our customers.
Nothing in this policy limits your rights under the Australian Consumer Law. Our goods 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 to 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.
Change-of-Mind ReturnsTimeframe:
You have 30 days from the date of delivery to request a change-of-mind return. This voluntary return window is in addition to — and does not limit — your statutory rights under the Australian Consumer Law.
Condition:To be eligible for a change-of-mind return, items must be unworn, unwashed, unaltered, and in the exact condition you received them. All original tags, packaging, and hygiene seals must be fully intact and unbroken.
Exclusions: For hygiene and safety reasons, intimate items with broken hygiene seals, and sale/clearance products, cannot be returned for change of mind. These exclusions do not affect your rights if an item is faulty, damaged, or not as described — consumer guarantees apply to all products, including sale items.
2. Faulty, Damaged, or Incorrect Items
If an item arrives damaged, has a manufacturing fault, or is not what you ordered, we want to make it right.
Please inspect your order upon arrival and contact us as soon as possible with your order number and clear photographs of the fault — this helps us resolve things quickly, but there is no cut-off for faulty goods: your consumer guarantee rights apply regardless of when you contact us.
Once verified, we will arrange a replacement, repair, or refund in accordance with your rights under the Australian Consumer Law. Where the failure is major, you may choose between a replacement and a full refund
Silk & Sin will cover reasonable return shipping costs for confirmed faulty, damaged, or incorrect items, or provide a pre-paid label.
3. Party Experience Bookings — Cancellations & Refunds
Our hosted party experience is complimentary; this section applies to paid add-on services (such as entertainment or life drawing).
Cancellation by you, more than 14 days before the event: full refund of all add-on payments, including the deposit.
Cancellation by you, 7–14 days before the event: refund of 50% of total add-on payments.
Cancellation by you, less than 7 days before the event: payments are non-refundable, as entertainers and hosts will have been booked and committed.
Rescheduling: you may reschedule once to a new date (subject to availability) at no charge, provided you notify us at least 7 days before the event
Cancellation by us: if Silk & Sin cancels your confirmed booking, or an add-on cannot be delivered as booked, you will receive a full refund of payments for the undelivered services. This is your minimum entitlement and does not limit any other rights you may have under the Australian Consumer Law.
To cancel or reschedule, contact hello@silkandsin.com.au with your booking details.
4. Return Address & Process
Important: Please do not send any item back to the manufacturer or to any address listed on your shipping label without contacting us first. Unauthorised returns cannot be accepted or processed.
To initiate a return:Contact our customer care team at hello@silkandsin.com.au with your order number and the reason for your return.
Once your return has been reviewed and approved, we will provide you with the correct return instructions and the designated return address. All returns are handled with the same discretion as our deliveries.
5. Shipping Costs for Returns
Customers are responsible for the shipping costs of returning non-faulty (change-of-mind) items. We recommend using a trackable shipping service, as Silk & Sin cannot guarantee receipt of your returned package. For confirmed faulty, damaged, or incorrect items, Silk & Sin covers the return shipping cost or provides a pre-paid label.
6. Refunds & Processing
Once your return is received and inspected, we will email you to confirm receipt and advise whether the return has been approved. Approved refunds are processed to your original method of payment. Please allow 5–10 business days for your bank or card provider to post the refund. Refunds are processed discreetly, consistent with our billing practices.
7. Contact Silk & Sin
ABN: 70 492 885 226
Email: hello@silkandsin.com.au
Website: silkandsin.com.au
