Returns & Refunds policy
It is important to us that you have peace of mind in choosing the right product(s) for you. If for some reason your purchase isn’t the right fit for your desires, we’d like to help remedy that. We’ve created our return policies and procedures to ensure that our customers receive quality adult products in a simple, discreet, and stress-free manner.

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: Pet 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 furthermore complies with the Consumer protection laws.
The Electronic Communications and Transactions Act (ECT Act) that contains provisions relating to consumer protection in the case of an electronic transaction.
The Consumer Protection Act that commenced on 1 April 2011 also has a direct impact on our store and are implemented.

With regard to privacy and the protection of personal information, the ECT Act also contains relevant provisions, that was replaced by the Protection of Personal Information Act (POPI), which was enacted in November 2013. Adult Luxury complies with the POPI act.
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?
We will not accept loose products in a mailing bag or box, products without their original packaging, used products and products that has been opened. In terms of section 20(3)(a) of the CPA, the consumer has no right of return if, for reasons of public health, a public regulation prohibits the return of those goods.
For the health, safety and peace of mind of our customers – and because of the intimate nature of the products we sell – refunds or exchanges are only applicable if there is a defect in the product. Please test products / do not use them within three days of arrival. There are no returns or exchanges on used items.
Please see the Consumer Protection Act (CPA) with reference to Section 20 “Consumer’s right to return goods”
This means that products* designed to come into contact with anybody part or body fluid is non-returnable and non-resalable: This includes all adult products and accessories on this website and in store.
Please note: Once these products leave the warehouse, they are considered used and therefore cannot be returned.
We do not have pre-paid shipping labels for the return of your defective item. Please ship with the cheapest and easiest method for you.

Break damage and water damage is not covered with this warranty. The products and parts are to be properly maintained in accordance with the recommended maintenance procedure and have not been subjected to any misuse, unauthorized repair, replacement, modification or alteration to be conditionally accepted or accepted 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.

Adult Luxury ’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 Pet 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 Pet Luxury be liable for any incidental or consequential damages with respect to the product s delivered here under or subsequent use thereof.


Pet 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
You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:

Head Office Of Pet Luxury: to contact us for your closest return shop
We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Gifts:
If the goods were marked as a gift when purchased and then shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.
If the goods weren’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, We will send the refund to the gift giver.

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