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Faulty Policy

Faulty policy

We love the products we offer and understand the disappointment when a toy does not function how it should. As the brands we stock are leading premium sexual brands with high standards of quality control this does not happen often. Each toy is covered by a manufacturers warranty, this warranty is dependant on the brand of toy you have purchased and ranges between 1 to 3 years, this info can be found on the box of the toy or online. Should you feel your toy is not functioning the way it should please send us an email and we will be happy to assess this and swap it over for you. 


  • Proof of purchase.
  • A description of the toy fault.
  • Any videos or images to support your description. 
  • Your full name and postal address for us to send you a pre-paid return label.
  • Hall of Harper will preauthorise all returns; any non-authorised returns will be refused.
  • Hall of Harper will issue you a pre-paid post label for you to return your item to us. 
  • Hall of Harper will then inspect and confirm the toy is faulty. 
    • Please Note: If the toy is not deemed faulty and is in full working order as determined by comparison to another and in consultation with the brand of the toy this item will be posted back to you. 
  • If judged faulty Hall of Harper will then ship you out a new toy. 
    • Please note: Hall of Harper cannot offer you a refund for your faulty toy as each toy comes with a specific manufacturers warranty that ranges from 1-3 years based on the brand that will cover and replace any toy that is judged faulty by the manufacturer. 


The following cannot be returned:
  • Lingerie  – not in their original condition, or with components missing (such as detachable pendants, straps, harnesses or chains)
    • Please note: As lingerie are intimate garments, if your items are soiled (make-up, fake tan, deodorant or personal stains), we will deem these as unacceptable for return and will post these items back to you.
  • Hosiery – where one or both hygiene seals have been opened
  • Bondage items – not in their original condition, or with components missing (such as handcuff links or collar chain)
  • Candles, oils and lubricants – if packaging has been opened, or the item has been damaged through personal use.
  • Toys – where one or both hygiene seals have been opened. Faulty toys are covered by each brand's manufacturers warranty, please find the faulty toy policy here.
  • Duties & Taxes as well as any associated shipping costs. These cannot be refunded by Hall of Harper once your order is sent.
    • Duties and VAT are collected on behalf of the Government therefore it is the Government who would give a refund, if applicable.
    • Countries tend to have some system refunding Duties and /or VAT but the customer needs to go through the appropriate government agency (usually  Customs) and provide the requisite documents.



Do you pay for return shipping?

Hall of Harper will not refund the cost of shipping fees on your original order, except in the case of faulty or damaged items or if Hall of Harper shipped you the wrong item.


What if my product is defective?

Each brand offers their own manufacturer’s warranty which covers defective products. As each brand has their own implied warranties coverage policies, we recommend contacting the brand directly to review warranty qualifications and terms such as years of coverage, preregistration, proof of payment, usage guidelines and replacement process. If you need any help with this please get in contact with us at


Product care void warranty

Hall of Harper presents recommendations on product usage, attributes, cleaning and compatibilities, however is not responsible for unreasonable or misuse by customers and disclaims any implied warranty that the products will be merchantable or fit for any particular purpose.


What happens if my parcel does not arrive at all or is later than expected?

We use Australia Post to deliver Australia wide. If your parcel goes missing, you will require to start a Track and Trace enquiry with their customer service team. Please update us with the enquiry as there are times where we may need to follow up and request final outcomes in order to assist you!