Refund Policy

At V-Unique, we want every customer to feel confident when shopping with us. Because we sell adult, intimacy, wellness, lingerie, and personal-use products, refunds are handled carefully in line with hygiene requirements, product safety, supplier assessment processes, and applicable South African consumer protection laws.

This Refund Policy should be read together with our Returns & Refunds Policy, Shipping & Delivery page, and Terms & Conditions.

1. When Refunds May Be Considered

A refund may be considered where:

• A product is confirmed to be faulty or defective
• A product arrives damaged
• The incorrect product was supplied
• An item becomes unavailable after payment has been received
• An order is cancelled before it has been processed, packed, or dispatched
• A refund is required under applicable South African consumer protection law

Refund approval will depend on the circumstances, the product type, the condition of the item, the reason for the request, and whether the product qualifies for refund under this policy and applicable law.

2. Hygiene and Personal-Use Products

Due to the intimate nature of many V-Unique products, we cannot offer refunds for products that have been opened, used, worn, removed from sealed packaging, or handled in a way that makes them unsuitable for resale, unless the product is faulty, damaged on delivery, or incorrectly supplied.

This includes, but is not limited to, adult toys, intimate products, lubricants, gels, oils, lingerie, underwear, hosiery, personal wellness items, and other products where hygiene or safety is a concern.

This policy protects all customers and ensures that products remain safe, hygienic, and suitable for personal use.

3. Faulty, Damaged, or Incorrect Products

If you receive a faulty, damaged, or incorrect product, please contact us as soon as possible, preferably within 24 hours of receiving your order.

Please email info@v-unique.co.za and include:

• Your order number
• Your full name
• A clear description of the issue
• Photos and/or videos showing the fault, damage, or incorrect item
• Photos of the packaging, if relevant

We may need to assess the product or refer the matter to the supplier or manufacturer before confirming whether a refund, replacement, repair, voucher, or store credit applies.

4. Product Assessment Before Refund Approval

A refund will not automatically be issued simply because a product is returned or reported as faulty.

Where necessary, V-Unique may arrange for the product to be assessed, inspected, or reviewed by the supplier or manufacturer.

A refund may be declined where the issue appears to have been caused by misuse, incorrect handling, accidental damage, normal wear and tear, failure to follow instructions, unauthorised repair, poor care, or use of the product for a purpose for which it was not intended.

5. Unavailable or Out-of-Stock Products

If you place an order and an item becomes unavailable, out of stock, delayed, or discontinued after payment has been received, V-Unique will contact you to discuss the available options.

These may include:

• Waiting for the item, where possible
• Choosing a replacement product
• Receiving store credit or a voucher
• Receiving a refund, where applicable

If a refund is approved due to product unavailability, it will be processed according to the refund timeline below.

6. Cancelled Orders

You may request to cancel an order before it has been processed, packed, dispatched, or handed over to the courier.

If your cancellation request is approved before dispatch, a refund may be processed to the original payment method where possible.

Once an order has been processed, packed, dispatched, or delivered, cancellation may no longer be possible, and the matter will be handled in accordance with our Returns & Refunds Policy.

7. Change of Mind Refunds

Because many of our products are intimate, sealed, hygiene-sensitive, or personal-use items, V-Unique generally does not offer refunds for change of mind once an order has been dispatched or delivered.

If a parcel has been delivered but the courier packaging remains unopened, you may contact us to request assistance. Approval is not automatic and will depend on the product type, condition of the parcel, courier status, and whether the item can safely and lawfully be returned.

Where a non-defective return is approved, courier fees, payment processing fees, handling fees, or reasonable administration costs may be deducted where applicable.

8. Refund Method

Where a refund is approved, the refund will generally be processed to the original payment method used for the order, where possible.

If this is not possible, V-Unique may discuss an alternative refund method with you.

Refunds are usually issued to the person or account used to place and pay for the original order.

9. Refund Timeline

Approved refunds may take approximately 5 to 10 working days to reflect, depending on the bank, payment provider, card issuer, or payment gateway involved.

V-Unique will process approved refunds as soon as reasonably possible, but we cannot control delays caused by banks, card issuers, payment gateways, or third-party payment providers.

10. Delivery and Courier Fees

Delivery and courier fees are generally non-refundable unless the refund relates to a confirmed faulty, damaged, incorrectly supplied, or unavailable product where applicable law or the circumstances require otherwise.

If a return is approved for a non-defective item, the customer may be responsible for return courier fees, redelivery fees, and any reasonable costs associated with the return.

11. Vouchers and Store Credit

In some cases, V-Unique may offer a voucher, store credit, or replacement product instead of a refund, depending on the circumstances and applicable law.

Store credit and vouchers may be subject to their own terms and conditions, including expiry dates, product exclusions, or usage requirements.

12. Sale, Clearance, and Promotional Items

Sale, clearance, promotional, or discounted items may have limited refund or return options, especially where they are intimate, hygiene-sensitive, opened, used, or no longer in original condition.

This does not affect your rights where a product is defective, damaged on delivery, incorrectly supplied, or where applicable law provides otherwise.

13. Proof of Purchase Required

To process a refund request, we may require proof of purchase.

Please keep your order confirmation, invoice, order number, or payment confirmation for reference.

Without proof of purchase, we may not be able to process your refund request.

14. Consumer Rights

Nothing in this Refund Policy is intended to unlawfully limit, exclude, or restrict any rights you may have under applicable South African consumer protection laws.

Where the Consumer Protection Act or any other applicable law gives you a remedy that applies to your purchase, this policy must be read together with those rights.

15. How to Request a Refund

To request a refund or report an issue with your order, please contact us at:

Email: info@v-unique.co.za

Please include your order number, full name, reason for the refund request, and any supporting photographs or videos where applicable.