Returns Policy

Scope of this policy

This policy applies to products bought directly from the Sweet Desire website. It explains our voluntary change-of-mind process and the separate rights that may apply to incorrect, damaged, unsafe or defective goods.

This policy forms part of the Terms & Conditions. Nothing in it limits a right or remedy that applicable consumer law does not permit us to exclude.

Before returning anything

Submit a request through Contact Us and provide:

• your order number and contact details;
• the product name and quantity;
• the reason for the request;
• photographs or video where an item is damaged, incorrect or defective; and
• confirmation that seals and packaging are intact for a change-of-mind request.

Wait for return authorisation and instructions. A parcel sent without authorisation may be delayed, refused by the receiving location or become difficult to associate with your order.

Change-of-mind returns

In addition to any statutory cooling-off right that applies, Sweet Desire will consider an eligible change-of-mind return requested within 14 days after delivery where the item:

• is unused, unworn and in its original condition;
• has not been opened where it is hygiene-sealed or intended for intimate or personal use;
• retains every original seal, label and protective covering;
• is in complete, undamaged original packaging; and
• includes all accessories, manuals, gifts and promotional items supplied with it.

Approval is subject to inspection. For an eligible change-of-mind return, you are responsible for the direct and secure cost of returning the item unless law or a written promotion states otherwise.

Hygiene-sensitive products

Adult toys, intimate devices, lingerie with hygiene protection, lubricants, cosmetics, massage products and other personal-use goods may not be safely resold once opened, unsealed, worn, tested or used.

For that reason, an opened or unsealed hygiene-sensitive item will not ordinarily qualify for a change-of-mind return where its nature and condition prevent safe resale. This restriction does not apply merely because a product is intimate when the product is faulty, unsafe, incorrectly supplied or otherwise subject to a non-excludable legal remedy.

Statutory cooling-off for online transactions

Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an eligible electronic transaction without reason within seven days after receiving goods. The consumer may be responsible only for the direct cost of returning the goods, and statutory exclusions may apply to particular goods or circumstances.

Contact us promptly if you wish to rely on a cooling-off right. We will assess the product and transaction according to the law, including whether the nature or opened condition of a hygiene-sensitive product means that an exclusion applies.

Incorrect or incomplete orders

If we supplied a product different from what you ordered or an item or accessory is missing, contact us promptly with photographs of the parcel, delivery label and contents. Once confirmed, we will arrange the appropriate collection or return and, according to your available rights and stock, supply the correct item or issue a refund without charging you for our error.

Items damaged during delivery

Inspect the outer parcel and products as soon as reasonably possible. If there is visible damage, keep the parcel, labels, protective material and product and send clear photographs. Prompt notification helps us raise the issue with the courier, but does not remove a statutory right that applies outside a requested notification period.

Faulty, unsafe or poor-quality products

Goods supplied to consumers must meet applicable standards of quality, safety, durability and fitness for their ordinary or disclosed purpose. Under the Consumer Protection Act’s implied warranty of quality, qualifying goods that fail to meet those standards within six months after delivery may be returned without penalty and at the supplier’s risk and expense.

Where that statutory remedy applies, the consumer may direct the supplier to repair or replace the goods, or refund the price paid. If a repair fails to remedy the issue within the further statutory period, additional replacement or refund rights may apply.

A defect does not include ordinary wear, accidental damage, misuse, use contrary to instructions, unauthorised alteration, incorrect charging, incompatible cleaning products or a preference that differs from an accurately described product.

Assessment and safe handling

Returned products are assessed to confirm identity, condition, completeness and the reported issue. For health and safety, please clean a used product as far as the manufacturer safely permits before packaging it, clearly tell us that it has been used and follow any special handling instructions provided.

An assessment does not override statutory rights. It helps establish whether the product is defective, damaged through use, incomplete or eligible for a voluntary change-of-mind return.

Return shipping

Sweet Desire bears reasonable return or collection costs where required by law, including validated incorrect, unsafe or defective goods covered by a statutory remedy. For voluntary change-of-mind returns, the customer normally bears the direct return cost.

Use the method and address supplied in the return authorisation. Pack items securely. We are not responsible for damage or loss caused by inadequate packaging or an unauthorised return method, except where the law places that risk on us.

Refunds

Approved refunds are made to the original payment method unless another lawful method is agreed. We aim to initiate the refund within 10 business days after approval and assessment. A bank or payment provider may need additional time to reflect it.

Where the Electronic Communications and Transactions Act cooling-off provision applies, refunds will be handled within the period required by that Act. Delivery and return charges are refunded or deducted according to the reason for return and applicable law.

Exchanges

Where an exchange is approved and stock is available, we will reserve or dispatch the replacement after the return is received or as otherwise agreed. If the replacement is unavailable, the available refund or alternative options will be explained.

Sale, promotional and gift items

Sale or promotional status does not remove statutory rights relating to faulty, unsafe or incorrectly supplied goods. A voluntary change-of-mind return still requires the product to satisfy the eligibility conditions above. Where a gift formed part of the purchase, it may need to be returned or its value may be taken into account where permitted.

Subscriptions

Cancelling a subscription stops future renewals according to the applicable subscription terms. It does not automatically cancel a recurring order already processed or dispatched. A delivered subscription product is subject to this Returns Policy in the same way as another purchase.

Items not bought from Sweet Desire

We can only process a return for an order sold directly by Sweet Desire. If the product was purchased elsewhere, contact the original retailer or manufacturer and retain the proof of purchase.

Questions or disputes

Contact customer support with the order number and return reference. If we cannot resolve the concern directly, you may use any remedy available through the National Consumer Commission, a provincial consumer-protection authority, the National Consumer Tribunal or a competent court.

Applicable framework

This policy is intended to operate consistently with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Official legislation and decisions remain authoritative.