Refund policy
Return and Refund Policy
Effective Date: 08/10/2025
At MyPair, we are committed to providing you with high-quality, custom-made nipple prosthetics. Due to the personalized and intimate nature of our products, we have the following return and refund policy:
Custom-Made and Personal Care Items
All MyPair nipple prosthetics are pre made or custom-made to your specific measurements and skin tone, and are classified as personal care items for hygiene and safety reasons. As such, all sales are final and we do not accept change-of-mind returns or exchanges.
Color and Appearance
Please note that colors may appear slightly different in photos compared to the actual product due to screen settings, lighting, and photography. Minor color variations between product images and the actual item are not grounds for return or exchange. Each prosthetic is hand-crafted, so slight variations in appearance are natural and expected.
Manufacturing Defects Only
We will only accept returns or provide refunds for genuine manufacturing defects present at the time of delivery. This includes:
- Structural defects in the silicone material present upon arrival
- Items that do not match your confirmed order specifications
- Defects that prevent the product from functioning as intended
What's NOT Covered
We cannot provide refunds or replacements for:
- Damage caused by improper use, handling, or care
- Tears, rips, or punctures caused by sharp objects, jewelry, or rough handling
- Damage from using unauthorized adhesives or cleaning products
- Normal wear and tear from extended use
- Damage occurring after the initial 14-day inspection period
- Minor color variations between product photos and actual items
- Change of mind or personal preference
Shipping Damage
Items damaged during shipping must be reported within 48 hours of delivery with photographic evidence. We are not responsible for damage that occurs after delivery or during return shipping arranged by the customer.
Return Process
To report a manufacturing defect:
- Contact us within 14 days of delivery at myway@mypair-nippleprosthetics.com
- Provide your order number and clear photos showing the defect
- Describe when and how you discovered the issue
- Confirm you have followed all provided care instructions
All returns are subject to inspection. If we determine the damage resulted from misuse, improper care, or normal wear rather than a manufacturing defect, we reserve the right to deny the refund.
Refund Process
If your return is approved for a genuine manufacturing defect:
- We will issue a full refund to your original payment method within 7-10 business days
- Refunds will be processed once we receive and inspect the returned item
- You will be provided with return shipping instructions
Australian Consumer Law
Nothing in this policy limits or excludes any guarantees, warranties, representations, or conditions which 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.
Contact Us
If you have questions about our return policy or need to report a manufacturing defect, please contact us at:
Email: myway@mypair-nippleprosthetics.com
We aim to respond to all inquiries within 24-48 hours.
