Refund policy

Return Policy

1. General Hygiene and Safety Policy (The Core Rule)

Due to the intimate nature of the products, for hygiene and safety reasons, all adult sex toys are considered final sale once opened or used.

  • Unopened/Unused Condition: We can only accept returns or exchanges for products that are returned in their original, unopened packaging, sealed with the original factory seal intact, and in brand new, resealable condition.
  • Inspected Upon Receipt: All returns are subject to a thorough inspection. Products deemed to have been opened, used, or tampered with will be refused and returned to the customer at their expense.

2. Time Limit for Returns

  • Returns for eligible items (unopened) must be initiated within 7 business days of the original delivery date.

3. Eligible Items for Return/Exchange (Unopened)

  • Criteria: Items must meet the strict "Unopened/Unused Condition" defined above.
  • Process:
    • Customer must contact customer service at info@secretsensations.co.za to request a Return Merchandise Authorization (RMA) number before shipping the item back.
    • The RMA number must be clearly marked on the outside of the package.
    • The customer is responsible for return shipping costs. We recommend using a traceable and insured shipping method.

4. Non-Returnable Items (Always Final Sale)

  • The following items are generally always final sale and cannot be returned for any reason (unless defective):
    • Lubricants, oils, lotions, or other liquids (for safety/hygiene).
    • Items sold as "clearance," "sale," or "discontinued."
    • Items purchased with a coupon code that specifies "Final Sale."
    • Intimate apparel (e.g., hosiery, panties, costumes) once the packaging is opened.

5. Defective or Damaged Items (Manufacturer's Defects)

  • Exceptions: If an item is DOA (Dead On Arrival) or has a clear manufacturer's defect (e.g., a motor that doesn't work out of the box, a charging port that is non-functional), it is eligible for exchange.
  • Procedure:
    • The customer must notify us within 24 hours of delivery.
    • We require photos or video proof of the defect.
    • Upon verification, we will provide a prepaid shipping label for the return.
    • The defective item will be replaced with the identical product. If the item is out of stock, a store credit or full refund will be offered.
    • Note: Defects resulting from misuse, accidental damage, failure to follow charging instructions, or normal wear and tear are not covered.

6. Refunds (For Eligible Returns)

  • Refunds are processed only after the returned item has been received and inspected to verify it meets the "Unopened/Unused Condition."
  • Refunds will be issued to the original payment method.
  • Please allow 7 business days for the refund to appear on your statement.
  • Shipping costs are non-refundable.

7. Discretion and Privacy

  • All correspondence and returned packages are handled with the utmost discretion.
  • Return labels and packaging will be discreet and will not mention the nature of the product.