Refund 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.

This policy applies to purchases made through the V-Unique website and, where applicable, in-store purchases.

1. Important Hygiene Notice

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

This includes, but is not limited to:

  • Adult toys and intimate wellness products
  • Lingerie, hosiery, underwear, stockings, and bodywear
  • Lubricants, massage oils, creams, gels, sprays, and personal care products
  • Supplements, enhancement products, and consumable products
  • Bondage, fetish, and intimate accessories
  • Personal-use products where hygiene, safety, or intimate use is a concern
  • Any product that comes into contact with the body or intimate areas

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, incomplete, or incorrect, please contact us as soon as possible, preferably within 24 to 48 hours of receiving your order.

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

  • Your order number or proof of purchase
  • Your full name
  • A clear description of the issue
  • Photographs and/or videos showing the fault, damage, or incorrect item, where possible
  • Photographs of the packaging, if relevant
  • Your contact details

Please do not use, open further, dispose of, or return the item until we have reviewed your claim and advised you of the next steps.

Where the error is confirmed to be on our side, or where the item qualifies under the applicable return conditions, V-Unique may arrange an appropriate solution, which may include:

  • Repair
  • Replacement
  • Exchange
  • Store credit or voucher
  • Refund, where applicable

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:

  • All accessories
  • Manuals or instruction leaflets, where applicable
  • Charging cables
  • Parts or attachments
  • Any included items
  • Proof of purchase

A return, refund, replacement, voucher, or exchange will not be approved where the issue appears to have resulted from:

  • Misuse
  • Neglect
  • Accidental damage
  • Incorrect handling
  • Unauthorised repair or modification
  • Failure to follow product instructions
  • Incorrect charging or use of incompatible accessories
  • Water damage where the product is not waterproof
  • Poor cleaning, storage, or product care
  • Normal wear and tear
  • Use of a product for a purpose for which it was not intended

4. Items That Cannot Be Returned

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

  • Opened or used adult toys or intimate products
  • Opened lubricants, oils, gels, creams, sprays, or wellness products
  • Opened supplements, enhancement products, or consumables
  • Lingerie, underwear, hosiery, stockings, bodywear, or intimate apparel that has been worn, opened, removed from sealed packaging, or handled in a way that makes it unsuitable for resale
  • Personal-use products where hygiene is a concern
  • Products with broken seals, damaged packaging, missing parts, or signs of use
  • Products without their original packaging, accessories, seals, or proof of purchase
  • Sale, clearance, promotional, or discounted items, unless faulty, damaged on delivery, or incorrectly supplied
  • Gift cards or vouchers
  • Items damaged after delivery

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

5. Unopened Orders, Cancellations, 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 of the request
  • The product type
  • The courier status
  • Whether the item remains sealed, unopened, unused, and in a resaleable condition
  • Whether the item is eligible for return under this policy

Due to the intimate and hygiene-sensitive nature of our products, V-Unique does not accept returns or exchanges simply because a customer has changed their mind, selected the wrong product, no longer wants the item, or purchased the item by mistake, unless the return is specifically approved by V-Unique.

Customers are encouraged to carefully check the following before completing their purchase:

  • Product details
  • Sizes
  • Descriptions
  • Compatibility
  • Ingredients
  • Materials
  • Intended use
  • Care instructions

Where a return is approved for an unopened, non-defective item, the customer may be responsible for:

  • Return courier costs
  • Redelivery fees
  • Handling or administration fees, where applicable
  • Any other reasonable costs associated with the return

6. Online Purchases and Cooling-Off Period

For eligible online purchases, a customer may have a cooling-off right under applicable South African electronic transaction laws. However, this right may not apply to products that, by their nature, cannot be returned, including hygiene-sensitive, intimate, opened, used, worn, sealed, personal-use, or health-related products.

Where a cooling-off return is legally applicable and approved, the product must be unopened, unused, sealed, complete, and in a resaleable condition.

Where permitted by law, the customer may be responsible for:

  • The direct cost of returning the goods
  • Courier fees
  • Handling or administration fees, where applicable
  • Any other reasonable costs associated with the return

7. Sale and Promotional Items

Sale, clearance, discounted, or promotional items are final sale and may not be returned, exchanged, or refunded unless the product is faulty, damaged on arrival, or incorrectly supplied.

8. Product Results and Personal Suitability

Product results may vary from person to person. V-Unique does not guarantee that a product will achieve a specific personal result, sensation, fit, preference, or outcome.

Customers are responsible for checking the following before purchasing:

  • Product descriptions
  • Ingredients
  • Materials
  • Dimensions
  • Sizes
  • Compatibility
  • Warnings
  • Intended use
  • Care instructions

9. Ingredients, Allergies, and Sensitivities

Customers are responsible for checking ingredients, materials, warnings, and usage instructions before using any product.

V-Unique cannot accept responsibility for allergic reactions, sensitivities, irritation, discomfort, or adverse effects where the product was used despite known sensitivities, incorrect use, failure to follow instructions, or failure to check ingredients before use.

Customers should discontinue use immediately if irritation, discomfort, or an adverse reaction occurs.

10. Return Approval Process

All returns must be approved by V-Unique before the item is sent back.

Please do not send any item back without first contacting us and receiving return instructions. Unapproved returns may not be accepted.

Once a return is approved, the item must be returned with:

  • Original packaging
  • All accessories
  • Manuals or instruction leaflets, where applicable
  • All parts included with the product
  • Proof of purchase

11. Refunds

Once the returned item has been received and inspected, we will notify you of the outcome.

If the refund is approved, the refund 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
  • Third-party payment providers

Shipping or delivery fees are not refundable unless the return is due to an error by V-Unique or the product was faulty, damaged on delivery, or incorrectly supplied.

12. 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.

13. Exchanges

Exchanges may be approved for eligible items that are unused, unopened, sealed, and in their original condition.

Exchanges are subject to stock availability. If the requested replacement item is unavailable, V-Unique may offer:

  • Store credit
  • An alternative product
  • A refund, where applicable

14. Warranty and Product Assessment

Some products may carry a supplier or manufacturer warranty. Warranty periods and conditions may vary depending on the product and brand.

A warranty does not cover:

  • Damage caused by misuse, neglect, or incorrect handling
  • Accidental damage
  • Water damage where the product is not waterproof
  • Damage caused by incorrect charging or use of incompatible accessories
  • Wear and tear from normal use
  • Products that have been opened, altered, repaired, or tampered with by the customer
  • Damage caused by failure to follow instructions, warnings, care requirements, or cleaning guidance

V-Unique reserves the right to inspect or test returned products before approving a refund, replacement, repair, exchange, voucher, or store credit.

The outcome of any product assessment will be based on:

  • The condition of the product
  • Available evidence
  • Supplier or manufacturer feedback
  • Product instructions and warnings
  • Applicable law
  • The circumstances of the claim

V-Unique will communicate the outcome to the customer once the assessment has been completed.

15. Courier and Return 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:

  • Return courier costs
  • Redelivery fees
  • Handling fees
  • Administration fees
  • Any other reasonable costs associated with the return

16. Undeliverable, Refused, or Uncollected Orders

If an order is returned to V-Unique because the customer provided an incorrect address, refused delivery, failed to collect the parcel, or was unavailable after reasonable courier attempts, the customer may be responsible for:

  • Return courier fees
  • Redelivery fees
  • Handling fees
  • Administration fees
  • Any other reasonable costs incurred

Refunds for undeliverable, refused, or uncollected orders, where approved, may exclude delivery, return, handling, or administration costs.

17. Proof of Purchase

To process any return, refund, replacement, voucher, exchange, or product assessment, V-Unique may require proof of purchase.

Please keep your:

  • Order confirmation
  • Invoice
  • Payment confirmation
  • Order number
  • Till slip or in-store proof of purchase, where applicable

Without proof of purchase, V-Unique may be unable to process the request.

18. 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
  • Incorrect cleaning or storage
  • Use of a product for a purpose for which it was not intended

19. Age-Restricted Products

V-Unique sells products intended for adults aged 18 years and older.

By placing an order, the customer confirms that they are 18 years or older and legally permitted to purchase the products.

V-Unique reserves the right to refuse, cancel, or reverse an order where concerns arise relating to:

  • Age
  • Identity
  • Payment
  • Delivery
  • Legal eligibility
  • Fraud prevention

20. In-Store Purchases

For in-store purchases, customers are encouraged to inspect products carefully before completing payment.

Due to the intimate nature of the products sold by V-Unique, in-store purchases cannot be returned or exchanged unless the item is faulty, damaged, or incorrectly supplied.

Proof of purchase must be provided for all in-store return or exchange requests.

21. Misuse of the Returns Process

V-Unique reserves the right to refuse a return, refund, exchange, voucher, or replacement where there is suspected misuse of the returns process, fraudulent claims, altered evidence, repeated unreasonable claims, or attempts to return used, opened, damaged, or tampered products as new.

22. 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.

23. How to Request a Return or Report a Fault

To request assistance with a return, refund, damaged item, incorrect item, faulty product, exchange, voucher, or product assessment, please contact us:

V-Unique
Email: info@v-unique.co.za
Phone: +27 (0)82 764 5154 / +27 (0)83 252 8547

Please include your order number, proof of purchase, and as much detail as possible so that we can assist you efficiently.