Returns & Exchanges Policy
Our Quality Commitment
We want you to have the best possible experience. Every product is quality-checked before it leaves our fulfilment centre. When your order arrives, please inspect it carefully before opening.
Change-of-Mind Returns (Unopened)
If you change your mind, you can return your item within 14 days of delivery - as long as it is unopened and in its original sealed packaging. For hygiene reasons, we cannot accept change-of-mind returns once the protective seal has been opened. Return shipping for change-of-mind returns is at the customer's cost.
Faulty, Damaged or Misdescribed Items
If your item arrives damaged, is faulty, or doesn't match its description, you're entitled to a remedy under the New Zealand Consumer Guarantees Act. Please take clear photos or video and contact us at support@realdick.co.nz as soon as you notice the issue. Once confirmed, we'll arrange a repair, replacement, or refund as appropriate. This applies even after the packaging has been opened.
To help us resolve it quickly, please don't continue using a product you believe is faulty, and contact us promptly - but your rights under the Consumer Guarantees Act are not affected by time limits we set.
What's Not Covered
Returns aren't available where a product has been damaged through misuse or improper handling, or simply because you no longer like it after use (provided the item itself meets the consumer guarantees). Due to the intimate nature of these products, used items cannot be returned unless they are faulty.
Order Cancellations
Order processing begins within 12 hours of payment, so please double-check your order before confirming.
- Before dispatch: You can cancel for a full refund, less any payment-processing fee actually charged by the bank or payment provider.
- Once dispatched: Orders can't be cancelled, but you may return unopened items under the change-of-mind policy above.
Incorrect Address / Undeliverable Orders
Please make sure your shipping address is correct at checkout. If a parcel is returned to us because the address was incorrect or unclaimed, we'll refund the cost of the goods, less the actual return-shipping cost incurred. We're happy to re-send the order once any re-shipping cost is arranged.
Need Help?
Email us anytime at support@realdick.co.nz and we'll sort it out.
