Because we sell intimate, personal-use items, it is extremely important that all returns and refunds are handled safely and hygienically. Please read this policy carefully before making a purchase.
1. No Returns on Intimate Products (For Hygiene Reasons)
For the safety and hygiene of our customers, we cannot accept returns or exchanges on the following product categories:
Adult toys
Lingerie
Intimacy games
Bondage items
Massage oils, lubricants, wellness products
Any opened, used, or unsealed products
Once an item has left our warehouse, it cannot be resold or restocked — even if unused. This is standard practice in the adult industry.
2. Defective or Damaged Items
We stand behind our products. If your item arrives damaged, defective, or malfunctioning, we will gladly assist.
To qualify:
You must notify us within 48 hours of receiving the product
You must provide photo or video proof of the issue
The item must be unused (except for testing the issue)
Once verified, we will offer one of the following:
A replacement
A store credit
A refund (only if replacements are unavailable)
We may request the item to be returned for inspection in rare cases. If so, we will cover return shipping.
3. Incorrect Product Received
If you receive the wrong item, notify us within 48 hours with images of:
The product you received
The packaging
Your invoice/packing slip
We will immediately arrange a replacement or solution at no cost to you.
4. Non-Refundable Situations
We cannot offer refunds or returns for:
Incorrect size selection
Change of mind
Allergic reactions or sensitivities
Products that have been opened or used
Sale or clearance items
Packages delayed by couriers (we do not control shipping companies)
Items damaged due to misuse or improper care
5. Order Cancellations
Orders can only be cancelled before they are shipped.
Once your order has been packed or dispatched, cancellation is no longer possible.
If you need to cancel urgently, contact us immediately at:
📧 support@adultplaytimeboutique.co.za
6. Refund Processing Time
If a refund is approved:
Refunds are processed within 5–7 business days
Refunds are issued to the original payment method only
Your bank may take an additional 2–3 days to reflect the funds
7. Packaging & Hygiene Requirements
If we request a defective product to be returned:
The product must be placed in its original packaging, if available
All parts/accessories must be included
The product must be clean and safe to handle
We cannot process returns that pose a hygiene or safety risk.
8. Need Help? Contact Us
If you believe you qualify for a refund or replacement, please contact us with your:
Order number
Full name
Photos/videos of the issue