Delivery, Returns & Privacy

All About Delivery & Privacy

🔒Your Privacy Comes First
Every order is packed in plain, unbranded packaging to ensure complete discretion.
📦Larger items are shipped in sturdy, unmarked boxes.
✉️Smaller items (such as lubricants or accessories) are sent in simple padded envelopes.
The only visible details are your delivery address and, if required, a standard shipping label.
A return address is included for compliance with Australia Post, but it contains no reference to our brand or store.

🕒Dispatch & Delivery Times
Orders placed before 4 PM AEST (Monday–Friday) are shipped the same day.
Orders placed after 4 PM Friday will be dispatched the following Monday.
Delivery times vary by location and product type, but we always aim for fast and reliable service.

🚫Parcel Forwarding
Orders shipped to parcel forwarding services are sent at your own risk.
Serpex cannot be responsible for loss, damage, or delays once the parcel reaches a forwarding address.

🚚Delivery Information
Please double-check your address, contact number, and recipient name before ordering.
We cannot refund or resend items due to incorrect customer details.
If you spot an error, contact us immediately so we can update your information.

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Refund & Return

At Serpex, we want you to shop with confidence. If you receive a faulty or defective product, we offer a 14-day return window from the delivery date.

⚖️Eligibility for Returns

• Faulty or defective items
• Products not as described
• Incorrect sizing (occasional exceptions)

Due to health and hygiene regulations, we cannot resell returned items. This ensures every product meets the highest standards of safety and quality.

Items must be:

• In original condition
• Unworn and unused
• With all tags and packaging
• Accompanied by proof of purchase

No refunds for change of mind or incorrect selection under Australian Consumer Law.

📦Return Shipping
Customers cover return postage costs. Use registered post with tracking — Serpex is not responsible for lost or damaged parcels.
To initiate a return, email info@serpex.com.au.
Do not send items back before approval.

💬Damages & Issues
Inspect your order immediately upon arrival.
If it’s defective, damaged, or incorrect, contact us right away for a resolution.

🚫Non-Returnable Items

• Change of mind
• Used or worn items
• Products missing packaging
• Sale items or gift cards

💰Refunds
Once your return is inspected and approved, refunds are issued to your original payment method within 7 business days.
Allow additional time for your bank to process the refund.
If more than 7 days have passed, contact us at info@serpex.com.au.