Returns & Cancellations

Your complete satisfaction is important to us. With this in mind we have done our best to make returning a product is as fair, easy and convenient as possible. The following are our policies with respect to returns as well as instructions on how to return a product to us.

We have a 14 day return policy, subject to the following conditions: Factory sealed merchandise may be returned for an exchange or store credit, and defective products will be replaced with the same product purchased.

If you do not have an account with us:

Please use the contact us form and tell us about the product and the reasons you wish to return it. Please give as specific information as possible

Returns and Cancellations:

For unopened Merchandise:

We will only accept your return of factory sealed, unopened DVD’s and Apparel for credit to your credit card within 14 days of the purchase date. Please package all items securely in a strong box and write the Invoice number clearly on the outside of the box to facilitate the return process. (We will advise you the invoice number) Please allow 2-3 weeks for credit to appear on your credit card billing statement. All unopened returns will incur a 12% restocking fee and the additional shipping charges.

To protect the health of our employees and our customers, we will not exchange adult sex toys or intimate apparel (such as Bra’s, G-strings, panties, thongs, vibrators, masturbators etc.) Opened or re-packaged (by you) merchandise will not qualify for refund.

Defective DVD’s

Most DVD’s will play on a computer but that is not always guaranteed by the manufacturer. To determine if a DVD is defective, it is a good idea to try to play the movie on a standard DVD player.

Also, it is very common for older players to have difficulties playing a DVD movie. The older the player becomes, it’s laser beam deteriorates and more likely it will not play some DVD’s properly. Recent model DVD players (less than two years old) are most likely to successfully play the movie for you.

In our experience, many DVDs reported as defective are actually incompatible with the viewer’s DVD player. However, we will happily honour our 14 day defective product policy and exchange the DVD with an identical replacement. Unfortunately, we will not be replacing defective DVD’s for a different title. In case we can not source an identical DVD for you, we will offer store credit of equal value. All shipping and other charges from our end to you will be waived for replacement of defective merchandise.

Unfortunately you will have to pay for the cost of shipping the defective item to us.

Defective Adult Toys and Apparel

We will be happy to exchange any defective product with an identical working item within 14 days of purchase. If we are unable to source an identical replacement, we will offer store credit of equal value to select an alternative item. All shipping and other charges from our end to you will be waived for replacement defective merchandise.

Unfortunately you will have to pay for the cost of shipping the defective item to us. Please package all items securely and write the Invoice number clearly on the outside of the box to facilitate the return process. We recommend insured return shipping via the carrier of your choice. Once we have received and processed your return, we will ship your replacement merchandise to you immediately.

Incorrect Size Ordered

We will replace apparel with an alternate size if the apparel has not been worn, and is still in a factory sealable state. Unfortunately, shipping charges will occur.

To protect the health of our employees and customers, we cannot exchange sex toys or intimate apparel (such as Bra’s, G-strings, panties, thongs, vibrators, masturbators etc.)

Incorrect Item Shipped

Although we always try our best to ship the correct items, mistakes may occur! If there is a mistake in the item shipped to you, please let us know so we can replace it for you. Shipping for incorrect items shipped will be covered by us. To return a product, please follow the instructions above related to returns procedure.

Product Dissatisfaction

Individual tastes and interests vary, which makes it difficult for us to ensure your personal satisfaction with the products you select. We are committed to providing complete and accurate information on our website about each product we carry including images and information from our suppliers.

If you believe that the information on the website misrepresents the item you purchased, we will happily update the information on our website and offer an exchange for an alternative item.

Change of Mind

adultworld.co.za’s sales are final. Unfortunately we cannot accept opened, non-defective merchandise for credit or exchange due to agreements with our vendors. Note: Shipping and handling charges are not refundable for returns of unopened non-defective merchandise; however, all shipping and handling costs will be refunded for exchange of defective items.

Cancelling an Order

If you wish to cancel your order, you have to contact customer service ASAP. Be sure to include Name, E-mail Address, Order Confirmation Number, and the list of the item(s) you want us to cancel. Please email this information to our Sales Department at orders@adultworld.co.za Please be advised that an order which has been packed or sent can not be cancelled. Please also note that status Pending doesn’t necessarily mean that the order hasn’t advanced far enough to disqualify a cancellation request.

Because the bank charge us for every internet transaction, and there is a lot of administrative work involved in a cancellation we have no choice but to pass this cost on to you if you decide to cancel your order.Regretfully all cancellations of unsent orders will attract a 15% cancellation fee based on the order total. If you wish to avoid this cost please choose carefuly before placing an order to avoid disappointment.

Dispute Resolution

By using this web site, viewing its contents and ordering from us, you agree to resolve any disputes with us by first contacting us via email or by calling our customer support centre. If you are not able to obtain resolution of your dispute, you agree that it will then be resolved by a dispute resolution centre located in Cape Town, South Africa. The losing party may be asked to cover the costs arising from the dispute resolution process.

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