Warranty & Refund Policy

Vush Customer Warranty - One Year From Initial Purchase

We provide a one year customer warranty from when you first purchased your product. After one year from your initial purchase, we have no obligation to send you replacement items, even if previous ones were sent.

At any time during this Warranty period you can request your preference of a replacement or refund for a faulty product, but the business may opt to provide a refund in place of a replacement where applicable. 

If you consider that an item is defective and you are entitled to a replacement, please email and describe your problem.

We will only replace items which are found to be faulty. If a product has a manufacturing defect, then you should return that product to us for a replacement of the same nature – please contact a customer service representative at to begin this process.

Please retain your product packaging for the duration on the warranty period, as returns can be processed much more efficiently when the original packaging is included!

Refund Policy

If you have not opened your package and the hygiene sticker has not been damaged or removed, you can return your unopened package to us and we will provide a store credit minus the cost of shipping. Please send us an email to if you have any questions regarding our Refund Policy.

If an item has been used, or the plastic hygiene seal of your VUSH packaging has been opened, we cannot provide a refund - all sales are final. We’re sorry if you don’t love your vibe, unfortunately no every toy is perfect for every body, and as such we are unable to provide refunds or credits for change of mind on working products. Please feel free to reach out to our customer service team for guidance on how to best use your product. Our team are also happy to provide guidance on a different vibe for you.

If you believe you have a faulty product, please reach out to our Customer Service team at with a video of the product issue.

Lost in Transit Policy

Once your order leaves the doors of our warehouses, our third party delivery teams do everything possible to meet our expected shipping times, however occasionally packages can go on an adventure in the postal system. If your order has not arrived by the expected date, please reach out to and our customer service team will do everything reasonably possible to locate your package.

Packages can only be considered lost in transit after a specific period of time, please see below table for your region. These time frames are not in VUSH’s control, sorry babe. If a package is deemed lost in transit, VUSH can then organise your order to be resent. 





15 days from dispatch

21 days from final scan

30 days from final scan 

21 days from dispatch


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