Terms & Conditions

Last updated: 18 August 2026

Welcome to Normal.

These Terms & Conditions (Terms) govern your use of www.itsnormal.com and any other website or online service operated by Lova (Normal) Pty Limited ACN 693 563 236, trading as Normal (Normal, we, us or our), and your purchase and use of products or services from us.

By accessing or using our website, creating an account, or placing an order with us, you agree to these Terms.

Our Privacy Policy, Returns Policy and any other policies referred to in these Terms also apply where relevant.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

1. About Normal

Normal is an Australian company that sells sexual wellness products and provides related educational content and services.

Our website is operated by:

Lova (Normal) Pty Limited
ACN 693 563 236
Trading as Normal

Questions about these Terms can be sent to hey@itsnormal.com.

2. Eligibility and age requirements

Our website and products are intended for adults.

You must be at least 18 years old, and legally capable of entering into a binding agreement in the place where you live, to purchase products from Normal.

By placing an order, you represent that:

• you meet the applicable age requirement;

• the information you provide is accurate and complete;

• your purchase and use of our products is lawful in your jurisdiction; and

• you are purchasing for personal use unless we have agreed otherwise.

We may refuse or cancel an order where we reasonably believe these requirements have not been met.

3. Accounts

You may be able to create an account with Normal, but an account is not required unless indicated at checkout.

You are responsible for:

• providing accurate and current account information;

• keeping your password and login credentials secure; and

• notifying us promptly if you believe your account has been accessed without authorisation.

You must not create an account using another person's identity or information without permission.

We may suspend or close an account where we reasonably believe it has been used fraudulently, unlawfully or in breach of these Terms.

You may request closure of your account by contacting hey@itsnormal.com.

Personal information associated with your account will be handled in accordance with our Privacy Policy.

4. Orders

When you place an order, you are offering to purchase the relevant products on these Terms.

Receiving an order confirmation does not necessarily mean that we have accepted your order. We may decline or cancel an order where reasonably necessary, including where:

• a product is unavailable;

• there is an obvious pricing or product-description error;

• we cannot verify payment;

• we reasonably suspect fraud or unauthorised activity;

• an order appears to be intended for unauthorised resale;

• delivery to the address provided is not possible; or

• fulfilling the order would breach applicable law.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled product unless otherwise permitted by law.

You must provide accurate and complete contact, payment and delivery information.

5. Product availability

Some products may be available only online or in limited quantities.

We may:

• introduce or discontinue products;

• change product specifications;

• limit quantities available for purchase; or

• change product prices,

provided that these changes do not affect an order we have already accepted except where permitted by law.

We try to display product images, colours and descriptions accurately. The appearance of colours may vary depending on your device or screen.

If a product becomes unavailable after you order it, we may contact you to offer a substitute, allow you to select an alternative, or provide a refund.

You are not required to accept a substitute product.

6. Prices, taxes and payment

Prices displayed on the website are shown in the currency indicated at the time of purchase.

Applicable taxes, duties, shipping fees or other charges will be displayed or otherwise communicated where required before you complete your purchase.

You authorise us and our payment providers to charge your selected payment method for the total amount shown at checkout.

Payment processing may be provided by third-party payment providers, including Shopify and its payment partners.

We may correct an obvious pricing or calculation error. If an error affects an order you have already placed, we will contact you and, where appropriate, give you the choice to proceed at the correct price or cancel the affected item for a refund.

7. Shipping and delivery

We will arrange delivery to the address provided when you place your order.

Shipping estimates are estimates only unless we expressly state otherwise.

Delays may occur because of carriers, customs, weather, operational disruptions or other circumstances outside our reasonable control.

Legal title to a product passes to you once we have received full payment.

Risk in a product passes to you on delivery, subject to any rights that cannot be excluded under applicable law.

Delivery occurs when the product is delivered to the delivery address or otherwise delivered in accordance with your authorised delivery instructions.

Nothing in this section limits any rights you may have where a product is lost, damaged or incorrectly delivered.

8. International orders

Where we offer shipping outside Australia, you are responsible for ensuring that the products you order can lawfully be imported, purchased and used in your destination jurisdiction.

International orders may be subject to:

• customs processes;

• import duties;

• taxes;

• brokerage or handling fees; and

• local restrictions.

Unless we expressly state at checkout that these charges are included, you may be responsible for charges imposed by your destination country.

We may use third-party logistics, customs or international-commerce providers to facilitate international delivery.

9. Returns and the 100 Night Stand

In addition to any rights available to you under applicable consumer law, Normal offers its 100 Night Stand satisfaction policy for toy purchases.

If you are not satisfied with your toy purchase, contact hey@itsnormal.com within 100 days of purchase.

Subject to the applicable 100 Night Stand conditions, we may:

• provide instructions concerning the product;

• request information reasonably necessary to verify your purchase and claim; and

• issue store credit in accordance with the policy.

The 100 Night Stand is a voluntary benefit offered by Normal. It does not replace, exclude or limit any statutory consumer rights you may have in relation to faulty, defective, unsafe or misdescribed products.

Any additional exclusions or conditions applying to the 100 Night Stand will be clearly disclosed on the relevant Returns or 100 Night Stand policy page.

10. Product warranty

Normal may provide a written warranty for certain products.

Unless a different written warranty is supplied with a product, Normal's voluntary product warranty covers qualifying functional defects reported within one year of purchase.

To make a claim, we may reasonably ask you to provide:

• your order details;

• proof of purchase;

• a description of the issue;

• photographs or other information reasonably necessary to assess the claim; and

• your preferred resolution.

If a claim is accepted, Normal may provide a replacement, repair or refund as appropriate under the applicable warranty and law.

The voluntary warranty may not cover damage resulting from:

• misuse;

• accidental or deliberate damage;

• failure to follow product instructions;

• unauthorised modification or repair; or

• ordinary wear and tear that does not constitute a defect.

Australian customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this warranty or these Terms limits any rights or remedies available under the Australian Consumer Law.

United States customers

Any written warranty provided by Normal is in addition to rights that may arise under applicable federal or state law.

To the extent required by U.S. law, applicable warranty terms will be made available before purchase and will identify whether the warranty is a Full Warranty or Limited Warranty where that designation is required.

Nothing in these Terms excludes any warranty or remedy that cannot legally be excluded.

11. Promotional codes and discounts

From time to time, Normal may offer promotional codes, discounts, credits or special offers.

Unless otherwise stated, promotional offers:

• are valid only during the stated period;

• may be limited to one use per customer or order;

• may not be transferable;

• may not be combined with other offers;

• may exclude certain products; and

• have no cash value.

We may cancel or refuse a promotional code where we reasonably believe it has been used fraudulently, improperly or contrary to the terms of the promotion.

Refunds will generally be based on the amount actually paid.

12. Quizzes, surveys and recommendations

Normal may offer optional quizzes, surveys or other tools designed to provide product or educational recommendations.

You do not need to complete a quiz or survey to purchase Normal products unless expressly stated otherwise.

Quiz and survey results are intended to provide general information and recommendations based on the information you provide. They are not medical advice, diagnosis or treatment.

Results may not be suitable for every individual.

Information you provide through quizzes and surveys, including personal or sensitive information, will be handled in accordance with our Privacy Policy and the information presented to you at the point of collection.

13. Educational and health-related content

Information provided on the Normal website, including articles, guides, quizzes, product information and educational materials, is provided for general educational and informational purposes.

It is not a substitute for professional medical advice, diagnosis or treatment.

You should seek appropriate professional advice if you have concerns about your health, pain, symptoms, medication, pregnancy, medical conditions or the suitability of a product for your circumstances.

Normal does not represent that educational content is suitable for every person or circumstance.

14. SMS and mobile messaging

If you expressly opt in to receive SMS communications from Normal, you agree that we may send recurring transactional and marketing text messages to the mobile number you provide.

Messages may include:

• order and shipping communications;

• customer-service messages;

• abandoned-cart or abandoned-checkout reminders;

• requests for reviews or feedback;

• product announcements; and

• promotional offers.

Consent to marketing SMS messages is not a condition of purchase.

Message frequency may vary.

Message and data rates may apply depending on your mobile provider and plan.

You may opt out of promotional SMS messages at any time by replying STOP where supported or by following another unsubscribe method provided in the message.

For assistance, you may reply HELP where supported or contact us at hey@itsnormal.com.

Mobile carriers are not responsible for delayed or undelivered messages.

You are responsible for providing a mobile number that you are authorised to use and for notifying us if that number changes.

Our collection and use of mobile-number and messaging information is governed by our Privacy Policy.

15. Email marketing

If you subscribe to marketing emails, we may send you promotional communications about Normal products, offers and content.

You may unsubscribe at any time using the unsubscribe link contained in our marketing emails.

We may still send transactional or service-related emails where necessary to fulfil your order or provide a service you requested.

16. Intellectual property

All text, graphics, photographs, videos, designs, logos, trade marks, product names, software, website layouts, educational material and other content made available by Normal (Normal Content) is owned by or licensed to Normal and is protected by applicable intellectual property laws.

Normal grants you a limited, revocable, non-exclusive and non-transferable right to access and use the website and Normal Content for your personal, non-commercial use.

Unless permitted by law or authorised by us in writing, you must not:

• reproduce, distribute, republish, sell or commercially exploit Normal Content;

• modify or create derivative works from Normal Content;

• frame or mirror the website;

• systematically scrape, harvest or extract content or data;

• bypass technical measures intended to protect the website;

• use Normal Content to train, test or develop artificial-intelligence or machine-learning models; or

• use Normal's trade marks or branding in a manner likely to cause confusion.

Normal, Find Your Normal, the Normal logo and associated branding are trade marks or other intellectual property of Normal.

17. Content you provide to us

You retain ownership of content you submit to Normal.

If you voluntarily submit a review, testimonial, photograph, video or other material specifically for publication, you grant Normal a worldwide, non-exclusive, royalty-free licence to use, reproduce and display that content for the purposes reasonably contemplated when you submitted it.

We will not treat quiz responses, survey answers, customer-service communications or other personal or sensitive information as public user-generated content merely because you submitted it through the website.

Our handling of personal information is governed by our Privacy Policy.

You represent that any content you submit for publication:

• is yours or you have permission to provide it;

• does not infringe another person's rights;

• is not unlawful, defamatory or misleading; and

• does not contain malicious code.

We may decline, remove or moderate published content where reasonably necessary.

18. Acceptable use

You must not use our website:

• unlawfully or fraudulently;

• to infringe intellectual property or privacy rights;

• to distribute malware or harmful code;

• to interfere with the website's operation or security;

• to gain unauthorised access to systems or accounts;

• to harvest personal information about other users;

• to impersonate another person;

• to submit deliberately false or misleading information;

• to scrape or systematically extract website content contrary to these Terms; or

• for unauthorised resale or commercial exploitation.

We may restrict or suspend access where we reasonably believe a user has materially breached these Terms or poses a security, legal or fraud risk.

19. Third-party services and links

Our website may rely on or contain links to third-party websites, services or platforms, including payment providers, logistics providers and ecommerce technology providers.

We do not control independent third-party websites.

Your use of a third-party service may be subject to that provider's own terms and privacy policy.

To the extent permitted by law, Normal is not responsible for third-party content, products or services that are outside our control.

20. Website availability and errors

We aim to keep the website available and information accurate, but we do not guarantee uninterrupted or error-free access.

The website may occasionally be unavailable because of:

• maintenance;

• technical problems;

• telecommunications failures;

• cyber incidents;

• third-party service interruptions; or

• events beyond our reasonable control.

We may correct errors, inaccuracies or omissions relating to product descriptions, availability, promotions or prices.

If an error materially affects an order that has already been placed, we will deal with it in accordance with applicable law.

21. Consumer rights

Australia

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy conferred by the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, that cannot lawfully be excluded, restricted or modified.

United States

For customers in the United States, applicable federal and state consumer-protection laws may provide rights that cannot be waived or excluded by contract.

Nothing in these Terms is intended to limit rights or remedies that cannot lawfully be limited.

22. Limitation of liability

To the maximum extent permitted by applicable law, Normal will not be liable for indirect or consequential loss that was not reasonably foreseeable as arising from our breach of these Terms.

Nothing in these Terms excludes or limits liability:

• that cannot lawfully be excluded or limited;

• for fraud or fraudulent misrepresentation;

• for death or personal injury to the extent liability cannot lawfully be excluded; or

• arising from mandatory consumer guarantees or other non-excludable statutory rights.

Where the law permits liability to be limited but not excluded, Normal's liability will be limited only to the extent permitted by that law.

This section is not intended to exclude liability merely because an event involves an internet, payment, hosting, logistics or other third-party system.

23. Indemnity

If you use the website for commercial purposes, unlawfully, or in material breach of these Terms, you agree to indemnify Normal against reasonable losses, liabilities and costs arising directly from that conduct, to the extent permitted by law.

This indemnity does not apply to the extent a loss was caused or contributed to by Normal's own conduct.

24. Privacy

Our collection, use, disclosure and protection of personal information is governed by our Privacy Policy.

That Privacy Policy includes information about:

• account and transaction data;

• website and cookie information;

• SMS and abandoned-cart messaging;

• quizzes, surveys and sensitive information;

• customer relationship management systems; and

• privacy rights and requests.

25. Changes to the website and these Terms

We may update our website, products, services and these Terms from time to time.

The current Terms will be published on our website with an updated Last updated date.

Changes will apply prospectively.

If we make a material change that significantly affects an existing contractual right or obligation, we will provide any notice required by applicable law.

Your use of the website after updated Terms take effect constitutes acceptance of the updated Terms for future use, to the extent permitted by law.

26. Suspension and termination

You may stop using the website at any time.

We may suspend or terminate access to an account or website feature where reasonably necessary because of:

• a material breach of these Terms;

• suspected fraud or unlawful activity;

• a security threat;

• misuse of the website; or

• a legal or regulatory requirement.

Provisions that by their nature are intended to survive termination, including provisions concerning intellectual property, liability and accrued rights, will continue to apply.

27. Governing law

These Terms are governed by the laws of New South Wales, Australia.

Subject to any mandatory rights you may have under the law where you live, the courts of New South Wales will have jurisdiction over disputes arising in connection with these Terms.

Nothing in this clause deprives a consumer of the benefit of any mandatory consumer protection that applies to them under applicable law.

28. General provisions

If any provision of these Terms is found to be invalid or unenforceable, it will be modified or severed only to the extent necessary, and the remaining provisions will continue to apply.

A failure by Normal to enforce a provision of these Terms does not waive our right to enforce it later.

These Terms, together with the policies expressly incorporated into them, constitute the agreement between you and Normal concerning your use of the website and purchases made through it, subject to any additional terms expressly agreed between us.

29. Contact

Questions about these Terms, an order or your use of the website can be sent to:

Normal
Lova (Normal) Pty Limited
ACN 693 563 236
Email: hey@itsnormal.com