Refund policy

Refund Policy

Midnight Blu Returns & Refunds Policy 💙

We want you to feel completely comfortable shopping with Midnight Blu. If something isn’t quite right, we’ll do our best to make the process easy, respectful and straightforward.

Because our products are intimate by nature, there are additional hygiene requirements we need to follow. These guidelines help protect the health and safety of all our customers.

Our Return Window

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return for eligible items.

This 30-day policy applies to change-of-mind returns and does not limit any rights you may have under the Australian Consumer Law (ACL).

When Can I Return an Item?

To be eligible for a change-of-mind return, your item must be:

In the same condition as when you received it
Unworn and unused, with hygiene seals intact where applicable
In its original packaging, including tags, inserts and boxes
Accompanied by proof of purchase

For hygiene and safety reasons, intimate products that have been opened, used or had their hygiene seal broken cannot be returned for change of mind.

This does not affect your rights under the Australian Consumer Law if the product is faulty, defective, unsafe, not as described or otherwise does not meet the consumer guarantees that apply to it.

How to Start a Return

To request a return, please contact Midnight Blu at:

Email: MidnightBlu2121@gmail.com

Please include:

Your name
Order number
The item(s) you would like to return
A brief reason for the return, such as faulty, damaged or change of mind

Return address for approved returns:

Parcel Locker 10027 42080
Echuca Post Shop
227–229 Pakenham St
Echuca VIC 3564
Australia

If your return is approved, we will provide:

A return shipping label, where applicable
Instructions on how and where to return your package

Please note: Please contact us before sending an item back. Returns sent without prior contact may be delayed while we assess the return and confirm the appropriate process.

If you have any questions, please contact us. We're here to help — no judgement, just discretion and care. 💙

Damaged, Faulty or Incorrect Items

We're sorry if your order arrives less than perfect.

Please inspect your order when it arrives and contact us as soon as reasonably possible if:

The item is faulty or not working
The item has been damaged during delivery
You received the wrong product
The product does not match its description

Please email MidnightBlu2121@gmail.com with:

Your order number
A brief description of the issue
Clear photos or videos showing the problem, where appropriate

We'll assess the issue and work with you to find an appropriate solution, which may include a replacement, repair or refund, depending on the circumstances and your rights under Australian Consumer Law.

Exceptions & Non-Returnable Items

For hygiene and safety reasons, the following products generally cannot be returned for change of mind once opened, unsealed or used:

Intimate products that have been opened, unsealed or used
Personal care products, such as lubricants, oils, creams and body products, once opened
Lingerie or apparel that has been worn, washed or had its tags removed
Custom or made-to-order products, where applicable

We also cannot accept returns of products that cannot legally be returned or transported through our nominated return service.

If you're unsure whether your item is eligible for return, please contact us before sending it back. We're happy to clarify.

Sale items and gift cards are not eligible for change-of-mind returns, subject to any rights you may have under Australian Consumer Law.

Exchanges

If you'd like to exchange an item, the quickest option is:

Request a return for the item you received.
Once your return is approved, place a new order for the item you'd prefer.

This means you won't have to wait for your original item to arrive back before ordering your preferred product.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, additional consumer rights may apply, including a statutory 14-day withdrawal period for eligible purchases.

Certain exceptions can apply, including products that are sealed for health or hygiene reasons and have been unsealed after delivery.

Where a withdrawal right applies, products should generally be returned in accordance with the applicable requirements and in an appropriate condition.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved:

Your refund will be processed to your original payment method, where possible
Please allow up to 10 business days for the refund to be processed
Your bank or payment provider may take additional time to make the funds available

If you haven't received your refund after the expected processing period, please contact:

MidnightBlu2121@gmail.com

A Note From Us 💙

We know intimacy is personal.

If you're ever unsure, uncomfortable or simply need help understanding how our returns process works, please reach out.

We'll always treat you with respect, discretion and care.