Your parcel arrived in packaging that was damaged in transit

Unfortunately, there is a very small chance that your product got damaged on route to you. Whilst we do our utmost to package your product securely, and our courier service does their best to ensure safe and fast delivery, accidents happen. Should the outer packaging be damaged but the product is fine, we sincerely apologise for the misfortune, but unfortunately the courier will only take responsibility if the product itself is damaged, and limited to R1000. Should you wish to add insurance, there will be a marginal fee on checkout.

Your product is faulty upon receipt – will we replace it?

Yes, of course!

In the unlikely event that your product is faulty upon receipt, we’ll immediately replace or refund your purchase. Please let us know within 24 hours of receipt that there is something not right with your purchase and we’ll sort it out. Most of our products are covered under a manufacturer’s warranty and this is usually found on their websites, we will gladly provide the details to you as well. You would need to return the product in its original packaging, with the receipt, and all the contents in place.

Can I return an unwanted product or an unwanted gift?

Yes, you are welcome to request a return of unwanted goods. We will assess your request and advise if it is possible. We will replace your purchase provided that your request is within 5 days after receiving it and provided that the product is unopened and still in its original and sealed packaging. We may not accept such returns where the packaging has been tampered with in any way. The voluntary cancellation of orders by you will attract a 10% administration and restocking fee on your refund.

What if there is nothing wrong with the product – but it’s just not quite working for me?

Don’t worry, we are understanding people and we listen to our customers. You can trust our expertise of over 14 years of experience in the sex toy industry. In most cases we’ll gladly offer or suggest a similar product or at least we’ll offer a partial compensation like a discount on your next order. Sex toys are there for experimenting and enjoying the fun along the way. There is no satisfaction guarantee – what works for one might not work for another.

What if the product is too big or too small? 

Adult products are a great way to explore your own body, and your partner’s body. And although we understand a lot about sex toys & lingerie – each person’s body is different. Therefor our product pictures and descriptions are as precise as possible. Please read the descriptions carefully and take note of the size/measurements before ordering. We may not accept a full refund or replacement if the claim is purely based on the size or fit of the product.

A word on hygiene and safety of intimate products:

We sell very intimate products.  Once one of our products has been taken out of its original and sealed packaging, we would not be able to resell it. Just as a clothing store would not accept underwear being returned.

Should you be returning a product that has been used on a warranty claim, we do request that for hygiene purposes the toy is thoroughly cleaned and placed in a plastic bag in the original packaging.

A Few conditions:

All claims must be requested as soon as possible after you received your order and warranty claims latest within 6 months after your purchase.
Replacement delivery/postage costs are the responsibility of the customer unless the claimed item was damaged or faulty upon receipt.

All goods must be returned in their original packaging, in the same condition as received and with all the items received in the package. Any missing or damaged items will void the return completely.

If the products have been approved for return, we will notify you and request that you courier it back to us. Courier costs will be for your account.

Upon receipt of the item(s) and an assessment, we will send a replacement to you.

You will be responsible for the cost of returning the item, unless what was ordered was not what you received. We will cover the cost of sending the replacement item to you.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. We may not accept such returns where the packaging has been tampered with in any way.

You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@ultimatepleasure.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note: we will first inspect the product before processing the credit in question. 

You can always contact us for any return question at orders@ulimatepleasure.co.za

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like consumable goods, custom products (such as special orders or personalised items), and personal care goods. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll automatically be refunded on your original payment method, less the 10%. Please remember it can take some time for your bank or credit card company to process and post the refund too. Courier fees will not be refunded. Discounts only apply to the original order.