Returns & Refunds Policy

At V-Unique, we want you to feel confident when shopping with us. Due to the intimate and personal nature of many of our products, our returns and refunds process must carefully balance customer satisfaction, hygiene, safety, supplier requirements, and applicable consumer protection laws.

Please read this policy carefully before placing your order.

1. Important Hygiene Notice

V-Unique sells adult, intimacy, wellness, lingerie, and personal-use products. For hygiene and safety reasons, certain products cannot be returned, exchanged, or refunded once opened, used, worn, removed from sealed packaging, or otherwise handled in a way that makes them unsuitable for resale.

This includes, but is not limited to, intimate products, adult toys, lubricants, lingerie, underwear, personal wellness items, gifts, accessories, and any product where hygiene, safety, or personal use is a concern.

This does not affect your rights where a product is defective, damaged on delivery, or incorrectly supplied, subject to the terms set out below.

2. Faulty, Damaged, or Incorrect Items

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

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

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

We will review the information provided and advise you of the next steps.

3. Product Assessment

Where a product is reported as faulty or damaged, V-Unique may need to arrange an assessment, inspection, or supplier/manufacturer review before confirming whether the product qualifies for a repair, replacement, refund, voucher, or other remedy.

The product may need to be returned in its original packaging, together with any accessories, manuals, charging cables, parts, or included items.

A return, refund, replacement, or voucher will not be approved where the issue appears to have resulted from misuse, neglect, accidental damage, incorrect handling, unauthorised repair, failure to follow product instructions, or normal wear and tear.

4. Items That Cannot Be Returned

Unless the item is faulty, damaged on delivery, or incorrectly supplied, we generally cannot accept returns or exchanges on:

Opened adult toys or intimate products
Used or opened lubricants, oils, gels, or wellness products
Lingerie, underwear, hosiery, or intimate apparel that has been worn, opened, or removed from sealed packaging
Personal-use products where hygiene is a concern
Sale, clearance, or promotional items, unless defective or incorrectly supplied
Items damaged after delivery
Products without their original packaging, accessories, seals, or proof of purchase

This policy is in place for hygiene, health, and safety reasons and to protect all customers.

5. Unopened Orders and Change of Mind

If your parcel has not yet been dispatched, you may request to cancel your order by contacting us at info@v-unique.co.za as soon as possible.

If your parcel has already been dispatched or delivered but the courier packaging remains unopened, you may contact us to request a return. Approval is not automatic and will depend on the circumstances, product type, courier status, and whether the item is still in a resaleable condition.

Where a return is approved for an unopened, non-defective item, the customer may be responsible for courier costs and a reasonable handling or administration fee, where applicable.

6. Refunds

Where a refund is approved, it will generally be processed using the original payment method where possible.

Refunds may take approximately 5 to 10 working days to reflect, depending on the bank, payment provider, and processing timelines.

V-Unique is not responsible for delays caused by banks, card issuers, payment gateways, or third-party payment providers.

7. Replacements, Store Credit, or Vouchers

Where a product is confirmed to be faulty, damaged on delivery, incorrectly supplied, or unavailable for replacement, V-Unique may offer one or more of the following remedies, depending on the circumstances and applicable law:

Replacement of the same product, where stock is available
Replacement with a similar product of the same or similar value
Store credit or voucher
Refund, where applicable

If the exact product is no longer available, discontinued, or out of stock, we will contact you to discuss the available options.

8. Return Courier Costs

Return courier costs will depend on the reason for the return.

If the product is confirmed to be faulty, damaged on delivery, or incorrectly supplied, V-Unique will advise you on the return process and any applicable courier arrangements.

If a return is approved for a non-defective item, the customer may be responsible for the return courier cost, redelivery fee, handling fee, or other reasonable costs associated with the return.

9. Proof of Purchase

To process any return, refund, replacement, voucher, or product assessment, we may require proof of purchase.

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

10. Product Use and Care

Please read all product instructions, warnings, materials, battery or charging guidance, cleaning instructions, and care requirements before using any product.

V-Unique cannot accept responsibility for damage caused by incorrect use, failure to follow instructions, unauthorised modification, poor product care, or use of a product for a purpose for which it was not intended.

11. Consumer Rights

Nothing in this 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 provides a remedy that applies to your purchase, this policy must be read together with those rights.