Refund policy

This policy explains returns, exchanges and refunds for the Keephour online store, operated by PRADO WOLF LLC. Our products are intimate personal care items, so hygiene conditions apply to change-of-mind returns. Nothing in this policy limits your rights under the Australian Consumer Law.

1. Faulty, damaged or incorrect items

If your item arrives faulty or damaged, develops a fault, or is not what you ordered, contact us through the contact form as soon as you notice the problem. Include your order number and, where possible, a photo or description of the issue.

For a major failure, you can choose a refund or replacement. For other faults, we will provide an appropriate remedy within a reasonable time, in line with your Australian Consumer Law rights. If a return is required for a faulty, damaged or incorrect item, we will provide a prepaid label or arrange collection at our expense. Your statutory rights are not limited to a 30-day reporting period.

2. Change of mind

Unopened, unused items in their original sealed packaging can be returned within 14 days of delivery. Contact us first through the contact form; we will confirm the return address and method. Return postage is at your cost. Once we confirm that the item is unopened and unused, we refund the item price. The original delivery cost, if any, is not refunded.

For hygiene reasons, we cannot accept change-of-mind returns of opened or used masturbators, sleeves or lubricants. This does not affect your rights if an item is faulty or does not meet a consumer guarantee.

3. Cancelling an order

You can cancel an order before it is dispatched by contacting us through the contact form. After dispatch, the change-of-mind conditions above apply, without limiting your statutory rights.

4. Receiving your refund

Refunds are returned to the payment method used for your order. We process refunds within 5 business days of confirming the return or approving the refund. Your bank or payment provider may take additional time to display the funds.

5. Contact

Use the contact form or email Support@otokea.jp.

Seller: PRADO WOLF LLC. Last updated: 13 October 2026.