Refund policy
Refunds, Returns & Warranty Policy
Change of Mind Returns
Due to the intimate nature of our products, we do not offer change-of-mind returns or refunds for any opened or used items, or where a product is found to be unsuitable after use.
For hygiene and safety reasons, all products are supplied new and unused.
We strongly encourage you to carefully review product descriptions before purchasing. If you have any questions, please contact us prior to ordering.
Eligible Returns (Unopened Products Only)
We may accept returns on selected unopened products where:
- the item is unused and in original condition;
- all packaging, seals, and protective materials remain intact; and
- the return request is made within 30 days of delivery.
To request a return, please contact us with your order number and reason for return. A member of our team will advise next steps.
Non-Returnable Items
For hygiene reasons, we cannot accept returns or exchanges on:
- opened intimate products or toys;
- products with broken seals or damaged packaging;
- used items; or
- custom-made or special-order products.
Sale Items
Sale items are not eligible for change-of-mind refunds.
Where a return is accepted at our discretion, it may be issued as store credit only, except where a remedy is required under the New Zealand Consumer Guarantees Act.
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrectly supplied.
We recommend using a tracked shipping method, as returned items remain the customer’s responsibility until received by GoodTouch. We cannot be held responsible for returns lost in transit.
Original shipping costs are non-refundable, except where required under New Zealand law.
Order Cancellations
Orders may be cancelled prior to dispatch.
If you wish to cancel your order, please contact us as soon as possible with your order number.
Orders that have already been packed or processed may not be able to be cancelled and may be subject to a restocking fee.
Faulty Products & Consumer Guarantees
Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act.
If you receive a faulty or defective item, please contact us promptly with your order number, a description of the fault, and photos where possible.
Where a product is confirmed to be faulty, we will provide a remedy in accordance with the Consumer Guarantees Act. This may include repair, replacement, or refund depending on the nature of the fault.
The Consumer Guarantees Act does not apply where damage has occurred due to:
- misuse, accident, or neglect;
- the product not being used in accordance with instructions;
- normal wear and tear; or
- improper storage, charging, or handling.
Brand-Specific Warranty
Products from The Natural Love Company include a 365-day manufacturer warranty covering faults and defects arising under normal use. To obtain this warranty, the product must be registered directly with The Natural Love Company. Full registration details are included with the product.