Refund policy

Last updated: 10 May 2026

At Arousi, we want you to feel confident in every purchase. This policy explains when and how returns, replacements, and refunds are available, and outlines your rights under Australian Consumer Law (ACL) and applicable EU consumer law.

Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change-of-Mind Returns

Due to the intimate nature of our products, we are unable to accept returns or exchanges for a change of mind. Once an intimate device has left our care, hygiene, safety, and quality standards mean we cannot resell or restock it.

Please choose carefully, and if you would like guidance before placing your order, contact us at hello@arousi.com.au. We are happy to help.

Defective, Faulty, or Unsatisfactory Items

If your item arrives defective, is not of acceptable quality, or is not fit for purpose, we are here to make it right.

To start a claim:

  • Contact us as soon as possible, ideally within 15 days of receiving your order, so we can resolve the issue quickly. This timeframe does not limit your rights under the Australian Consumer Law.
  • Include your order number, a brief description of the issue, and photos or a short video where applicable.
  • Please do not return the item until your claim has been approved. Items returned without prior approval may not be processed.

Once your claim is approved, we will provide return instructions, the return address, and either a prepaid return label or reimbursement of reasonable return shipping costs. Arousi covers the cost of return shipping for approved defective items.

After we receive and inspect the item:

  • For major failures, you may choose between a replacement or a refund to your original payment method.
  • For minor faults, we may offer a repair, replacement, or refund in line with your rights under Australian Consumer Law.
  • Replacements are dispatched within 5 business days of fault confirmation.
  • Refunds are processed within 10 business days of approval. Please allow additional time for your bank or card provider to finalise the transaction.

Manufacturer Warranty

Inara carries a 12-month warranty from the date of purchase, covering faults or defects under normal use. This warranty operates alongside, not instead of, your rights under Australian Consumer Law. If a problem is serious enough to count as a major failure, or your device fails to be of acceptable quality, your rights under the ACL may extend beyond this warranty period regardless. To make a warranty claim, contact us at hello@arousi.com.au with your order number and a description of the issue.

Damaged or Incorrect Items on Arrival

Please inspect your order upon delivery. If your item arrives damaged, faulty, or incorrect, contact us at hello@arousi.com.au as soon as possible, ideally within 7 days of delivery, so we can resolve the issue promptly. This timeframe does not limit your rights under Australian Consumer Law.

Items Excluded from Change-of-Mind Returns

The following are not eligible for change-of-mind returns:

  • Intimate devices
  • Personal care and sexual wellness products
  • Gift cards

These items remain fully covered by Australian Consumer Law guarantees, including the right to a refund, replacement, or repair if they are defective, not of acceptable quality, or not fit for purpose. This applies to items purchased on sale as well.

European Union Customers: 14-Day Cooling-Off Period

Customers in the European Union have the right to cancel an order within 14 days of delivery under EU consumer law. Please note that this right does not apply to sealed goods that are not suitable for return once opened for health or hygiene reasons, including intimate devices.

If your item remains sealed, unused, and in its original packaging, contact us within 14 days of delivery at hello@arousi.com.au to discuss eligibility. Opened or used intimate products cannot be returned.

Separately from the cooling-off right, EU customers are entitled to a repair, replacement, or refund for goods that are defective or not as described, in line with EU consumer law.

Questions?

For any questions about returns, refunds, or faulty items, please contact us at hello@arousi.com.au.

We aim to respond within 1-2 business days.