Returns & Refunds policy:

Adult Luxury is committed to providing customers with high-quality, luxurious products at affordable prices. We understand that our clients value satisfaction and enjoyment in their purchases, which is why our range of products is carefully curated to ensure their utmost contentment.

We prioritize our customers’ peace of mind when helping them choose the perfect product(s) for their needs. In the rare instance that a purchase does not meet their expectations, we have dedicated customer service representatives ready to assist and resolve any issues. Our return policies and procedures are designed with our clients’ satisfaction in mind, ensuring a hassle-free and confidential process for all.

At Adult Luxury, we strive to make the purchase of adult items effortless and enjoyable for our customers. Trust us to provide you with top-quality products and exceptional service every time.

I don’t like what I bought, how do I do an exchange?

Please contact us immediately to let us know!

For factory defaults and online sales: Adult Luxury work strictly in line with the Electronic Communications and Transactions Act (ECT Act) The ECT Act has its own consumer protection provisions, some which will trump the CPA.
If the ECT Act’s provisions apply to the transaction, instead of these rights of return, consumers have.
a general right to return (a “cooling off period”); for seven days after delivery,
for any reason; without penalty; but the consumer must pay the costs to return the goods.

Adult Luxury also adheres to the laws that protect consumers. These laws include the Electronic Communications and Transactions Act (ECT Act), which covers electronic transactions, and the Consumer Protection Act, which came into effect on 1 April 2011. The ECT Act also has regulations regarding privacy and safeguarding personal information, but these were replaced by the Protection of Personal Information Act (POPI) in November 2013. Adult Luxury ensures compliance with the POPI Act. Additionally, Adult Luxury Europe follows rigorous protocols in accordance with European rules and regulations.

Adult Luxury follow the POPI act, and personal information of our clients are processed lawfully and reasonably in such a way that it does not infringe on privacy. Data is processed for a specific purpose, for example your shipping address is used to deliver your parcel. And in addition, it is adequate, relevant and not excessively used besides for the purpose for which it is processed.

POPIA requires Adult Luxury and all companies, organizations, legal entities and websites, irrespective of their physical location, that processes the personal information of a South African to comply with the data processing law of obtaining the correct consent from their users or customers to use their information.
Within 7 days of your purchase date, you may choose another item of the same value from our online store for an exchange. We will not issue any store credit or refunds for any difference in pricing.

Please note for security reasons we do not refund in cash, do reversals on cards or bank payments.
You must ship the exchange product to us inside the original product packaging. Loose products, used products, products that has been opened or products without the original packaging will not be accepted.
All exchanges within 7 days of the date of purchase are subject to standard shipping fees.

What do you do with the product I sent back for an exchange?
Every exchanged product that is sent back to us is carefully and safely disposed of. We have no exceptions for this process. Once a product leaves our warehouse, we will not restock it in our warehouse to be re-sold. We don’t take any chances with cleaning or resale. Everything sent back to us is disposed.

What types of products are not eligible for exchange?

As a company, we have strict policies in place to ensure the safety and satisfaction of our customers. This includes not accepting loose products in a mailing bag or box, products without their original packaging, used products, and products that have been opened. According to section 20(3)(a) of the Consumer Protection Act (CPA), a consumer has no right to return goods if there is a public health regulation prohibiting it.

We care about the health and well-being of our customers, and for this reason, we only offer refunds or exchanges if there is a defect in the product. We urge our customers to test and not use the products within three days of receiving them. Additionally, due to the intimate nature of the products we sell, there are no returns or exchanges on used items. It is important for customers to note that once these products leave our warehouse, they are considered used and cannot be returned. We also do not provide pre-paid shipping labels for returns and recommend using the cheapest and easiest method for customers.

Lastly, we want to ensure that our products are properly maintained and have not been subjected to misuse or alterations, in order to be considered for warranty.

I want a refund, what is your policy on that?
Please understand that the types of products we sell are very personal. We simply will not take the risk of restocking anything sent back to us. Because of this, we do not offer refunds for any reason. We do offer exchanges within 3 days of your order date, so you are not stuck with product(s) you do not want. Just make sure you have the original packaging, and the item was not opened or used.

Once again, when any product leaves our warehouse is considered used (because of the intimate nature of the products), we will not restock it in our warehouse to be re-sold. We don’t take any chances with cleaning or resale, everything sent back to us is safely disposed of.
We do provide exchanges for products within 3 days of the purchase date. You may choose another item from our online store of the same price for an exchange, as long as you ship the item back to us in the original product packaging. Do not open or use it.

Due to the nature of our intimate items after 3 days of the purchase date, the option for exchange is no longer available for both hygiene and security reasons.

I have not received a product that I ordered?

Please contact us and complete a complaint document. If the item, you ordered was not send due do neglect or for the reason it was sold out we will give you a full store credit refund. Please note for security reasons we do not refund in cash, do reversals on cards or bank payments.

For your peace of mind we import trustworthy products of the highest quality and safety for wide base of clients, and we strive to find the best choices when it comes to selecting new products, adult toys and accessories. To achieve this aim, all suppliers, manufacturers and products are meticulously screened, investigated and chosen.
Our company’s prime resources are utilised to investigate international suppliers and their selection criteria. Our product evaluation is of the highest grade, and we only approve suppliers and manufacturers that pass certification; this process incorporates product assessment, on-sight inspections and quality quantitative assessment.
Other requirements for manufactures and suppliers include – but are not limited to -the registration of establishment; the listing of products; manufacturing in accordance with the quality system regulations; and reporting of adverse events where applicable. The purpose of supplier evaluation is to ensure our portfolio incorporates only the best in class products available for use globally; this ensures that our clients receive the best value for money.
Our manufacturers are ask to do after production: Pre-Shipment Inspections (PSI) and At Time of Container Loading: Loading Inspections (LI).
The checks are performed to help verify whether the products meet your quality requirements, are in compliance with regulations, and meet any relevant product safety standards.

In South Africa we again do quality control checks pre-shipments to ensure shipments do not fall short of your standards.

As our Mission Statement explains, “We are here to discreetly and professionally ship quality adult products to anyone that may be too shy to purchase in person. We provide sexual education, quality products, and helpful customer service in a safe and judgement-free space while maintaining your privacy.

Our goal is to enhance the sex life of every patron, one package at a time.” Our Return Policy is in place to offer you the best Adult Luxury Online Sex Shop has to offer, even if your first delivery isn’t quite what you expected! If you have any questions regarding our Return Policy, please contact us for more information.

Please allow 2 to 3 weeks for processing.
If the parcel is packed / or processed / or in our warehouse you can return the products for a store credit voucher. We will charge a 15% handling fee or a minimum of R149 whichever is greater.
If the parcel was dispatched with a third party to be delivered but the bag was not opened, and you want to return it, we will charge you a handling fee as above and shipping money’s is non-refundable.
The warranty set forth above is in lieu of all other warranties, express or implied, including but not limited to any implied warranty of merchantability or fitness for a particular purpose. In no event shall Medimax or Adult Luxury be liable for any incidental or consequential damages with respect to the product s delivered here under or subsequent use thereof.
Adult Luxury’s reserves the right to change our policies at any time, with or without notice due to health and safety measures– and because of the intimate nature of our products.

Conditions for returns:
In order for the goods to be eligible for a return, please make sure that:
The goods were purchased in the last 7 days
The goods are in the original packaging
The following goods cannot be returned:
The supply of goods made to your specifications or clearly personalized.
The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.
The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

Returning goods can be a hassle, but we are here to make the process as smooth as possible for our customers. If you need to return a product, please don’t hesitate to contact us for assistance. Our team will be more than happy to guide you through the return process and provide you with all the necessary information.

We understand that returning goods can be inconvenient, which is why we aim to make it easy for our customers by providing the nearest shop location for returning products. Our goal is to ensure customer satisfaction, and we believe that our return process is a crucial part of achieving that. So, if you have any concerns or need help with returning goods, please reach out to us, and we will be happy to assist you.


Gifts:
You are accountable for both the expenses and potential hazards associated with sending back the toys and items to us. Please ship the goods to this address:
Head Office Of Adult Luxury: Contact us to locate your nearest return location.
We are not liable for any damages or loss of goods during the return shipping process. Therefore, we suggest using a secure and traceable mailing service. We are unable to issue a refund until we physically receive the goods or receive proof of their return delivery.

Contact Adult Luxury
If you have any questions about our Returns and Refunds Policy, please contact us.