We want you delighted with every order. But because our products are intimate by nature, the rules are a little different from a shoe shop — here’s exactly how they work.
The hygiene rule
Once a product has been opened, unsealed or used, we can’t accept it back for a change-of-mind refund. This protects the health and safety of every customer, and we know you’d want the same protection. This applies to:
- Any product removed from its original sealed packaging
- Opened lubricants, massage oils, arousal gels or cleaners
- Condoms
- Lingerie that has been worn
Change of mind (unopened items)
Still sealed and unopened? You can return it within 7 days of delivery for a refund or exchange. Return courier costs are for your account, and the item must arrive back in resalable condition.
Defective, damaged or wrong items
Completely different story — you’re fully covered under the Consumer Protection Act, whether the packaging is open or not. Tell us within 48 hours of delivery and we’ll repair, replace or refund, including courier costs. Email hello@naughty-by-nature.co.za with:
- Your order number
- The affected product’s name
- A description of the problem, with photos where possible
How refunds are paid
Refunds go back to your original payment method within 7–10 business days of us receiving and checking the return. We’ll confirm by email at every step — discreetly, as always.
Nothing in this policy limits your statutory rights under the Consumer Protection Act, 2008.