Returns & Refunds

Please Take Note

When sending an email, please include your order number and a detailed description of the issue. We will respond as soon as possible with instructions on how to proceed.

Due to the intimate nature of our products, we do not accept returns on the following:

• Lingerie and underwear

• Adult toys and novelties

• Lubricants, oils, and consumables

• Bondage or fetish gear

• Items where hygiene may be compromised

This policy is in place to protect the health, safety, and peace of mind of all our customers.

Returns for Faulty or Damaged Products

We only accept returns or exchanges if an item is:

• Defective on arrival

• Damaged in transit

• Incorrectly shipped (wrong item received)

To qualify, please:

1. Contact us within 24 hours of receiving your order.

2. Provide your order number, a brief explanation, and clear photos of the issue.

3. Wait for return instructions — returns sent without prior approval will not be accepted.

Replacement or Refund Process

Once we’ve inspected the returned item and confirmed the issue, we’ll offer you the choice of:

• A replacement item

• A store credit

• A refund to your original payment method

Refunds are usually processed within 7 business days of approval. You’ll receive a confirmation email once complete.

Shipping Costs

• If the fault is ours (damaged, defective, or wrong item), we’ll cover return shipping costs.

• If the return is declined or not due to our error, return shipping is at your expense.

Missing Items from Your Delivered Package

If your package does not match the order you placed, please contact us immediately on the same day of receiving your order. Unfortunately, we cannot assist with any issues reported after 24 hours.

We retain records and photos of all dispatched orders to ensure they have been fulfilled correctly.

What Happens if You Change Your Mind?

If your order is still with the courier or has just arrived and remains unopened, you may request a credit voucher or refund, subject to the following conditions:

• Before a refund or credit can be issued, we must verify that the parcel has not been opened and remains in its original condition.
• Opened parcels are not eligible for refunds or credits. If we determine the parcel has been opened, it will be sent back to you.
• Once the parcel is returned to our warehouse and inspected, we will send you an email with the outcome.

Returning Goods

• You are responsible for the cost and risk of returning goods to us.
• Once payment is received, we will book the collection with the courier company.
• We cannot be held responsible for goods that are damaged or lost during return shipping.

Consumer’s Right to Return Goods

In accordance with SECTION 20(3) of the CONSUMER PROTECTION ACT 68 of 2009, Kinky Pleasures (PTY) LTD prohibits the return of goods supplied to consumers for reasons of public health.

Once products leave our warehouse, they are considered used, and it is often impossible to determine if they have been opened. Due to the nature of our products, for the health, safety, and peace of mind of our customers, we cannot accept returns or exchanges unless the product is defective. These products then become non-resalable.

We reserve the right to reject returns that do not meet these conditions.