Wrong Product? Our No-Fuss Return Policy | Adult Luxury South Africa
At Adult Luxury®, we want every shopping experience to be convenient, discreet and enjoyable. We carefully select our adult products and intimate wellness accessories to help customers discover products that suit their preferences. However, we understand that sometimes things do not go according to plan.
Perhaps you received the wrong product, your order arrived incomplete, an item was damaged during delivery or you need assistance with an exchange. Whatever the situation, our customer support team is here to help you understand the next steps.
Our Adult Luxury Return Policy explains how to contact us about incorrect orders, defective products, returns, exchanges and refund enquiries.
We believe that customer service should be straightforward. That means providing clear information, explaining the available options and helping customers resolve order-related concerns as efficiently as possible.
Whether you purchased a vibrator, couples toy, male masturbator, lubricant, lingerie or another adult product, you can contact our team for assistance.
At Adult Luxury, your privacy matters just as much as your shopping experience.
Enjoy discreet customer support, convenient nationwide delivery options, access to more than 3,300 shops and collection points, rapid overnight delivery options and FREE shipping on qualifying orders over R650.
You can also enjoy exclusive daily flash deals, savings of up to 65% on selected products and VIP loyalty points while shopping.
If something is not right with your order, do not worry. Contact Adult Luxury and let us help you find the appropriate solution.
Understanding the Adult Luxury Return Policy
Our returns and refunds policy is designed to explain how customers can request assistance when an order does not meet expectations or when a product-related issue arises.
We understand that buying intimate products online requires trust.
Customers want to know that their orders will be processed correctly, packaged discreetly and delivered according to the selected delivery option.
If a problem occurs, having a clear process makes it easier to resolve.
The Adult Luxury Return Policy covers several common situations:
- Receiving the wrong product.
- Receiving an incomplete order.
- Receiving a damaged item.
- Reporting a defective product.
- Requesting assistance with an exchange.
- Asking about a qualifying online-order cancellation.
- Reporting a delivery problem.
- Requesting help with a refund or store credit.
- Asking about product packaging and hygiene requirements.
Different situations may have different solutions.
For example, receiving an incorrect product is not the same as deciding that you no longer want an item.
Similarly, a product that develops a qualifying defect should be assessed differently from an opened intimate product being returned because of a change of mind.
Our team can help establish the nature of the problem and explain the applicable process.
Received the Wrong Product? Here’s What to Do
Receiving the wrong product can be frustrating, particularly when you have been looking forward to your order.
At Adult Luxury, we want to make reporting an incorrect delivery as straightforward as possible.
If the item delivered does not match the product you ordered, contact our customer support team as soon as possible.
Please do not open, use or discard the product packaging while the issue is being investigated.
Keeping the original packaging and delivery information can make it easier to identify the order and determine the appropriate next steps.
Step 1: Check Your Order Confirmation
Start by checking your order confirmation email.
Compare the product name, description, quantity and any available product references with the item you received.
Sometimes product names can look similar, particularly when products have different sizes, colours or variations.
Checking your order confirmation helps establish whether the incorrect item was supplied or whether a different variation was selected during checkout.
Step 2: Photograph the Incorrect Product
Take clear photographs of the item you received.
Where appropriate, include photographs of:
- The product packaging.
- The product label.
- The item itself without opening any hygiene seals.
- The external delivery packaging.
- The courier label.
- Any visible damage.
Photographs can help our support team investigate the issue without unnecessary back-and-forth communication.
Step 3: Contact Adult Luxury
Contact our team and explain that you received an incorrect product.
Include your order number, the product you originally ordered and the product you received.
You can also email:
support@adultluxury.co.za
Step 4: Wait for Return Instructions
Please do not send the product back before receiving instructions from our team.
Depending on the circumstances, we may need to verify the order, inspect photographs or arrange an appropriate return process.
If the wrong product was supplied, we will assess the matter and explain the available resolution in accordance with the applicable terms and consumer rights.
Our priority is to help resolve the issue fairly and efficiently.
What Happens If Your Order Is Incomplete?
Sometimes a parcel may arrive without one or more of the products listed on your order confirmation.
If this happens, contact Adult Luxury and report the missing item.
Before contacting us, check the following:
- Compare the parcel contents with your order confirmation.
- Check whether your order contains multiple shipments.
- Review any delivery notifications.
- Take photographs of the parcel and its contents.
- Keep the original packaging until the issue is resolved.
Some orders may be processed or dispatched in separate packages, depending on product availability and fulfilment arrangements.
If an item is genuinely missing, our support team can investigate the order and advise you about the next steps.
Please include your order number and the name of the missing product when contacting us.
What If My Product Arrives Damaged?
We understand how disappointing it can be to receive an item that has been damaged during transport.
If your Adult Luxury order arrives with visible damage, contact us as soon as possible.
Photographs are particularly helpful when reporting delivery damage.
Take pictures of the outer packaging, internal packaging and affected product.
Where possible, keep all packaging materials until the matter has been reviewed.
Do not attempt to repair an electronic product yourself.
If the item is damaged, unsafe or not functioning correctly, stop using it and contact our support team.
Depending on the nature of the damage and the applicable consumer protections, the matter may qualify for an appropriate remedy.
Our team will explain what information is needed and whether the product must be returned for assessment.
Defective Products and Product Warranty Assistance
Adult Luxury wants customers to enjoy products that are safe, functional and suitable for their intended purpose.
If a product develops a defect, it is important to report the problem rather than continuing to use it.
A defective product may include an item that:
- Does not switch on.
- Stops functioning unexpectedly.
- Has a manufacturing defect.
- Has a faulty charging connection.
- Does not perform its advertised function.
- Arrives with a component missing.
- Presents a safety concern.
Before reporting the issue, review the product instructions.
For rechargeable products, confirm that the correct charging equipment and operating procedures have been followed.
However, do not attempt repairs or modifications that could create additional damage.
Your Consumer Rights Under Section 56
The South African Consumer Protection Act provides an implied warranty of quality for qualifying consumer goods.
Under section 56, qualifying defective, unsafe or unsuitable goods may be returned within six months of delivery, at the supplier’s risk and expense.
Where the statutory requirements are met, the consumer may direct the supplier to repair or replace the goods or refund the price paid.
The exact remedy depends on the circumstances and the requirements of the legislation.
These statutory rights should not be confused with a voluntary change-of-mind exchange policy.
If you believe your Adult Luxury product is defective, contact our support team with your order details and an explanation of the problem.
Returns and Exchanges on Intimate Products
Adult Luxury sells personal and intimate wellness products.
Because many of these products are designed for direct body contact, hygiene and customer safety are important considerations when handling returns.
We do not resell returned intimate products.
This is intended to protect customers and maintain appropriate hygiene standards.
Products that have been used, opened or unsealed may be subject to restrictions where the applicable law permits those restrictions.
Original Packaging and Product Condition
If you are requesting an exchange or asking about a qualifying return, keep the original product packaging.
Where a product is eligible for return, it may need to remain:
- Unused.
- Unopened.
- Unsealed.
- In its original packaging.
- Accompanied by relevant order information.
The condition of the item is important when assessing a voluntary exchange or a return subject to hygiene restrictions.
However, original packaging or an opened seal does not automatically remove statutory rights relating to defective or incorrectly supplied goods.
Each situation must be considered according to the applicable consumer law.
Why Hygiene Matters
Intimate products require special handling because they may come into contact with the body or bodily fluids.
For this reason, Adult Luxury applies appropriate hygiene precautions when assessing returned products.
A product that has been used or opened may not be suitable for resale.
These considerations help protect future customers and maintain appropriate product safety standards.
Requesting an Exchange
If you wish to request a voluntary exchange, contact us before sending anything back.
Our existing policy contains exchange conditions, including product condition and original packaging requirements.
Please ask our team to confirm the current applicable exchange window, as the published policy should be kept consistent and updated.
Any exchange remains subject to the relevant product conditions and applicable consumer rights.
Online Shopping Cancellation Rights in South Africa
Customers who purchase products online may have additional consumer protections.
The Electronic Communications and Transactions Act 25 of 2002 includes provisions dealing with certain electronic transactions.
Section 44 provides a cooling-off right for qualifying transactions, generally allowing a consumer to cancel within seven days after receiving the goods without providing a reason.
The consumer may be responsible for the direct cost of returning the goods.
However, statutory exclusions apply.
For example, the Act excludes certain goods based on their nature, including goods that cannot be returned, as well as specific categories of goods that may be excluded under the legislation.
This means that not every online purchase automatically qualifies for a change-of-mind return.
The nature of the product, its condition and the circumstances of the transaction matter.
For intimate products, hygiene-related restrictions may be relevant, particularly where a product intended for personal contact has been unsealed.
If you are uncertain whether your purchase qualifies for a cooling-off cancellation, contact Adult Luxury for assistance.
Incorrect Product vs Change of Mind: What’s the Difference?
Understanding the difference between an incorrect delivery and a change-of-mind request is important.
These situations can involve different processes and legal considerations.
Incorrect Product Delivered
An incorrect product is supplied when the item delivered does not match the agreed order.
For example, you ordered a particular vibrator but received a different model.
This is an order fulfilment issue and should be reported promptly.
Keep the packaging and order confirmation and contact our support team.
Defective Product Received
A defective product is an item that does not meet the applicable quality, safety or performance requirements.
Depending on the circumstances, statutory consumer remedies may apply.
Change of Mind
A change-of-mind request occurs when you receive the product you ordered but decide that you no longer want it.
This is different from receiving the wrong product or receiving a defective item.
Voluntary exchanges may be subject to the store’s applicable exchange conditions, hygiene restrictions and consumer law.
Product Opened or Used
Opened or used intimate products raise additional hygiene considerations.
Products may be unsuitable for return or resale where permitted by applicable law.
However, a hygiene restriction should not be used to remove a consumer’s statutory rights in relation to qualifying defective or incorrectly supplied goods.
How to Request a Return or Exchange at Adult Luxury
If you believe your purchase qualifies for a return or exchange, follow these steps.
Step 1: Gather Your Order Information
Have the following details available:
- Your order number.
- Your full name.
- The email address used when ordering.
- The product name.
- Your purchase date.
- A brief explanation of the issue.
This information helps our team locate the order and understand your request.
Step 2: Explain the Problem Clearly
Tell us whether you received the wrong item, an incomplete order, a damaged product or a product with a suspected defect.
If the issue relates to product performance, explain what happens when you try to operate the device.
Avoid opening or using a product further if you suspect that it is defective or unsafe.
Step 3: Provide Supporting Photographs
Where appropriate, attach photographs showing the product, packaging and delivery information.
This can help our team understand the situation.
Step 4: Contact Customer Support
Visit our contact page
Alternatively, email support@adultluxury.co.za.
Step 5: Follow the Return Instructions
Wait for confirmation before sending any item back.
Our team will advise you about the correct return process, packaging requirements and any relevant assessment procedures.
Step 6: Keep Your Return Tracking Information
If a return is authorised, use a trackable delivery service where appropriate.
Keep your proof of postage and tracking number until the matter has been resolved.
Refunds, Store Credits and Exchanges
Customers often use the terms refund, store credit and exchange interchangeably.
However, these are different types of resolution.
What Is a Refund?
A refund involves returning money paid for a qualifying purchase.
Whether a refund is appropriate depends on the circumstances and applicable consumer rights.
For qualifying defective goods, section 56 of the Consumer Protection Act provides the consumer with a choice of the applicable statutory remedy, which can include a refund.
What Is Store Credit?
Store credit is an amount that can be used towards a future purchase from Adult Luxury.
It may be offered as a voluntary resolution in certain situations.
Store credit should not be treated as a substitute for a statutory refund where the law requires a refund.
What Is an Exchange?
An exchange involves replacing an eligible product with another product, subject to the applicable conditions.
Voluntary exchanges may depend on the condition of the original item, product category and available stock.
How Long Does Processing Take?
Return and exchange processing times depend on the type of request and the information required.
The existing Adult Luxury returns page refers to a processing period of approximately two to three weeks.
Please confirm the expected timeline with our support team when your return request is opened.
We will explain any additional information required to progress your case.
Return Shipping and Packaging Requirements
If your return is approved, our team will explain how the product should be packaged and where it should be sent.
Please do not send an item to an unconfirmed address.
When preparing an authorised return:
- Use suitable protective packaging.
- Include the relevant order information.
- Keep the product in its original packaging where required.
- Do not include unrelated products.
- Use a trackable delivery service where appropriate.
- Keep your proof of postage.
Return shipping costs depend on the reason for the return and the applicable legal or policy requirements.
For example, qualifying defective goods under section 56 of the CPA must be returned at the supplier’s risk and expense.
Other types of returns may have different cost arrangements.
Our team will explain the applicable position before you proceed.
Discreet Returns and Customer Privacy
We understand that privacy is especially important when purchasing intimate products.
Adult Luxury aims to maintain a discreet shopping experience throughout the customer journey.
This includes treating order enquiries and return requests professionally.
When contacting our support team, only provide the information needed to identify your purchase and resolve your issue.
Avoid including unnecessary personal details or sensitive information in photographs.
If you need to return a product, follow the packaging instructions supplied by our team.
You can also review our Privacy Policy for more information about personal information and how it is handled.
Delivery Problems and Missing Parcels
Sometimes a problem with an order is related to delivery rather than the product itself.
For example, a parcel may be delayed, incorrectly routed or marked as delivered before you have received it.
If this happens, contact Adult Luxury with your order number and tracking information.
Our delivery arrangements include several delivery and collection options, depending on your destination.
We offer rapid overnight delivery options, nationwide delivery and access to more than 3,300 shops and collection points.
My Tracking Information Has Not Updated
Courier tracking information may not update immediately at every stage of delivery.
If your parcel appears delayed, check the latest tracking information and contact the courier where appropriate.
You can also contact our support team for assistance.
My Parcel Says Delivered but I Have Not Received It
If your tracking information indicates delivery but you have not received the parcel, report the issue promptly.
Check whether another authorised person accepted the delivery or whether the parcel was delivered to your selected collection point.
If you still cannot locate it, contact us so the delivery can be investigated.
My Collection Point Has Changed
Collection options depend on availability and courier arrangements.
If you experience a problem with your selected collection point, contact our support team with your tracking details.
Why Shop at Adult Luxury?
Choosing an online adult store should involve more than comparing product prices.
Customers also want convenient delivery, privacy, quality products and helpful customer support.
Adult Luxury aims to combine these benefits into one shopping experience.
Here are some reasons to shop with us.
More Than 3,300 Shops and Collection Points
Adult Luxury provides access to more than 3,300 shops and collection points across South Africa.
This gives customers additional options for receiving eligible orders.
Depending on your location and available services, you may choose a collection option that suits your schedule.
Collection can be convenient if you prefer not to receive parcels at home or at work.
Rapid Overnight Delivery Options
We understand that convenient delivery matters.
Adult Luxury offers rapid overnight delivery options to supported destinations.
Delivery times depend on order processing, courier availability and your location.
Available options and estimated delivery information are displayed during checkout.
FREE Shipping on Orders Over R650
Enjoy FREE shipping on qualifying orders over R650.
This makes it easier to combine products into one order while benefiting from our delivery offer.
Applicable shipping conditions are displayed during checkout.
Exclusive Daily Flash Deals
Discover selected products through our exclusive daily flash deals.
Promotions may include vibrators, couples’ toys, male pleasure products, lubricants, lingerie and intimate wellness accessories.
Enjoy savings of up to 65% on selected products, subject to campaign conditions and availability.
Earn VIP Loyalty Points While You Shop
We believe that shopping should be rewarding.
Adult Luxury offers a VIP loyalty programme through which eligible customers can earn points while shopping.
Returning customers can enjoy additional opportunities to benefit from loyalty rewards and selected promotions.
Discreet Packaging
Privacy matters when purchasing intimate products.
Adult Luxury provides discreet packaging designed to help protect customer privacy during delivery.
You can browse our collections and place orders online from the comfort of your home.
A Wide Range of Adult Products
Adult Luxury offers a broad selection of intimate wellness products for women, men and couples.
Explore vibrators, dildos, male masturbators, couples’ toys, lubricants, lingerie, bondage accessories and other adult products.
How to Avoid Ordering the Wrong Product
Although we work to make online shopping straightforward, checking your order carefully before completing checkout can help prevent problems.
Here are some practical tips.
Read the Product Description
Product descriptions contain important information about dimensions, materials, features and intended use.
Read these details before placing your order.
Check Product Variations
Some products have different colours, sizes or versions.
Make sure you select the correct variation before adding the product to your basket.
Review Your Shopping Basket
Before paying, check the product names and quantities in your basket.
Make sure that everything matches what you intended to purchase.
Keep Your Confirmation Email
Your order confirmation is an important reference if you need customer support later.
Keep it until your parcel has arrived and you are satisfied with your order.
Contact Us if You Are Unsure
If you need help identifying a product or understanding its features, contact Adult Luxury before purchasing.
Our team can help direct you to the relevant product information.
Understanding Your Consumer Rights in South Africa
Adult Luxury operates in South Africa and recognises the importance of consumer protection.
Two important pieces of legislation are the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
Consumer Protection Act
The Consumer Protection Act establishes important rights relating to the quality, safety and suitability of consumer goods.
Section 55 deals with the consumer’s right to receive goods that meet applicable quality and safety requirements.
Section 56 establishes an implied warranty of quality and provides remedies for qualifying defective goods within six months of delivery.
These remedies may include repair, replacement or refund, depending on the consumer’s choice and the circumstances.
Electronic Communications and Transactions Act
The Electronic Communications and Transactions Act includes additional protections for certain electronic transactions.
Section 44 provides a cooling-off right for qualifying online transactions.
The right is generally available within seven days after receiving goods, without the need to provide a reason, subject to statutory exclusions.
The direct cost of returning goods may be payable by the consumer.
Certain products are excluded according to the nature of the goods and other statutory conditions.
Why This Matters for Intimate Products
Intimate products can involve additional hygiene considerations.
However, hygiene rules and statutory consumer rights must be considered together.
A product being an intimate item does not automatically mean that every possible return or complaint can be refused.
For example, a qualifying defective product or an incorrect delivery must be assessed under the applicable legal provisions.
If you are unsure about your rights, you can review the legislation directly or seek independent consumer advice.
Become Part of the Adult Luxury Community
Adult Luxury is more than an online adult store.
We aim to provide customers with an enjoyable shopping experience supported by convenient services, discreet delivery, product information and loyalty rewards.
Our VIP programme gives eligible customers opportunities to earn points while shopping.
You can also explore exclusive daily flash deals, new arrivals and special promotions.
Whether you are a first-time customer or a returning shopper, we welcome you to become part of our growing community.
Frequently Asked Questions About the Adult Luxury Return Policy
1. What should I do if I receive the wrong product?
Contact Adult Luxury as soon as possible. Include your order number, the product you ordered and the product received. Photographs of the item, packaging and delivery label can help our team investigate the issue.
2. How do I contact Adult Luxury about a return?
Visit https://adultluxury.co.za/contact/ or email support@adultluxury.co.za. Include your order details and a clear explanation of your request.
3. Can I exchange an item at Adult Luxury?
Voluntary exchanges may be available subject to the applicable exchange conditions, product condition, hygiene requirements and stock availability. Contact customer support before sending an item back.
4. Can I return an opened sex toy?
Opened intimate products may be subject to hygiene-related return restrictions, depending on the nature of the product and applicable law. However, these restrictions do not remove statutory remedies for qualifying defective or incorrectly supplied goods.
5. Can I return a defective vibrator?
If your vibrator is defective, contact Adult Luxury with your order number and details of the problem. Qualifying defective products may be covered by section 56 of the Consumer Protection Act.
6. What happens if my order is incomplete?
Check your order confirmation and parcel contents, then contact our support team with the missing product details. We can investigate the order and explain the next steps.
7. What if my parcel arrives damaged?
Photograph the external packaging and damaged product. Contact customer support promptly and keep the packaging until the matter has been investigated.
8. Do I need the original packaging to request an exchange?
Original packaging may be required for voluntary exchanges under the applicable store conditions. For statutory defective-goods claims, the circumstances and applicable law must also be considered.
9. How long do I have to report an incorrect product?
Report an incorrect delivery as soon as reasonably possible. Prompt notification and clear photographs help the team investigate the order. This does not replace any statutory consumer rights.
10. Does Adult Luxury offer cash refunds?
Refunds depend on the circumstances and applicable consumer rights. Voluntary store credit or exchanges may be offered in appropriate situations, but they cannot replace a refund where legislation requires one.
11. What is the seven-day cooling-off period?
Section 44 of the Electronic Communications and Transactions Act provides a seven-day cooling-off right for qualifying electronic transactions after receipt of goods. Statutory exclusions apply, and direct return costs may be payable by the consumer.
12. Can I return an item because I changed my mind?
A change-of-mind request is different from an incorrect delivery or defective product. The applicable cooling-off provisions, exclusions and voluntary exchange conditions determine whether a return is available.
13. Can I return a product that does not match its description?
If a product does not match what was agreed or represented, contact Adult Luxury. Your circumstances may qualify for consumer remedies under applicable legislation.
14. Who pays for return shipping?
Return shipping costs depend on the reason for the return and applicable law. Qualifying defective goods returned under section 56 of the CPA are returned at the supplier’s risk and expense. Other returns may have different arrangements.
15. Should I send a product back before contacting Adult Luxury?
No. Contact our team first and wait for return instructions. This helps ensure that the product is sent through the appropriate process.
16. How long does an exchange take?
Processing time depends on the return method, product assessment and availability of the replacement item. The current returns policy refers to an estimated processing period of two to three weeks. Confirm the expected timeline with support.
17. What happens if the product is out of stock?
If a product is unavailable, our team can explain the available options based on the circumstances of your order and applicable consumer rights.
18. Can I return a product purchased during a sale?
Promotional purchases remain subject to applicable consumer protections. A sale price does not automatically remove statutory rights relating to defective or incorrectly supplied goods.
19. Can I return a gift?
Gift-related returns depend on the purchase circumstances, product condition and applicable policy. Contact our support team with the available order information.
20. What information should I provide when reporting a problem?
Provide your order number, purchase date, product name, contact details and a description of the issue. Include photographs where relevant.
21. Does Adult Luxury offer discreet return assistance?
Yes. Customers can contact our support team privately to discuss order problems and receive appropriate return instructions.
22. Can I return a damaged electronic product?
Contact Adult Luxury and explain the damage. Do not continue using a product that may be unsafe. The team will advise on the assessment and applicable remedies.
23. What if my parcel says delivered but I have not received it?
Check your selected delivery or collection location and ask whether an authorised person accepted the parcel. If you cannot locate it, contact us with your tracking number.
24. Where can I find the full returns and refunds policy?
Visit the official Adult Luxury Returns and Refunds Policy at https://adultluxury.co.za/returns-and-refunds-policy/.
25. Why should I shop at Adult Luxury?
Adult Luxury combines a wide selection of intimate wellness products with discreet packaging, access to more than 3,300 shops and collection points, rapid overnight delivery options, FREE shipping on qualifying orders over R650, exclusive daily flash deals and VIP loyalty rewards.
Need Help With Your Order? Contact Adult Luxury Today
At Adult Luxury, we want every customer to feel comfortable when shopping online.
If you received the wrong product, have a question about an exchange, need assistance with a defective item or want to understand your return options, our support team is ready to help.
Keep your order information available, explain the problem clearly and contact us before sending any products back.
Our aim is to make the process straightforward, discreet and professional.
Enjoy convenient nationwide shopping, access to more than 3,300 shops and collection points, rapid overnight delivery options and FREE shipping on qualifying orders over R650.
You can also enjoy savings of up to 65% on selected products, exclusive daily flash deals and VIP loyalty points while you shop.
Thank you for choosing Adult Luxury and becoming part of our community.
Adult Luxury® – Premium Pleasure. Sophisticated Shopping. Exceptional Customer Care.
Need assistance?
Contact our team: https://adultluxury.co.za/contact/
Read the full policy: https://adultluxury.co.za/returns-and-refunds-policy/
Email: support@adultluxury.co.za
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