At My Sexual Health, we are committed to ensuring your satisfaction with our products and services. Please review our comprehensive refund and return policy below for guidance on handling refunds, exchanges, and returns.

To request a refund, please email [email protected] with your order number and refund request clearing explaining the reason for requesting a refund. We reverse directly to your credit/debit card.

Products purchased in person at MSH Shop, will be refunded via EFT into your banking account. Please provide your banking details.

If a product is faulty upon first use or has visible damage that impairs its operation, you are entitled to a full refund or a replacement.  Photo(s) of the faulty/damaged product can be attached to your refund request email ([email protected]) or sent via WhatsApp to 061 302 6730.

For products with non-visible issues, please send them back to us for inspection at your expense. If the inspection confirms the fault, we will refund the shipping cost along with providing a full refund or replacement. If products are found to be in working condition and not damaged, you will have to send a courier to retrieve your product. If you are not certain, first contact our office on 061 302 6730 before returning your order.

If you change your mind about a purchase, you can request a refund within 30 days of the purchase date.

The refund will only be made once the product has been received back to the store, in its original, undamaged packaging and clearly unopened. Courier fees for returns are to be paid by the customer.

A 7% administrative fee will be applied, and the original shipping costs will be deducted from your refund, even if shipping was initially free.

Only products that are still in their original packaging and clearly unopened can be returned. If there is any sign of the returned product having been opened or if the packaging is such that it cannot be proven that it has not been opened, the return will not be accepted and you will need to arrange for collection of the product.

If the packaging is damaged when we receive the returned item, it will be deemed non-refundable. In such cases, the client will need to arrange for a courier to recollect the item if they wish to have it back.

Please take extra care to ensure that the packaging remains undamaged during the courier process.

Our return policy lasts 30 days from the date of purchase. After 30 days, we are unable to process returns.

Items must be unused, in the same condition as received, and in their original packaging with no signs of opening.

Returns must include a receipt or proof of purchase.

Due to health and safety regulations, intimate or sanitary products that have had potential genital contact cannot be returned unless they are still sealed or confirmed to be faulty.

This includes:

• Vibrators, rings, pumps, diaphragms, kegel balls

• Medication, supplements, vaginal dilators

Do not send your purchase back to the manufacturer. All returns should be sent directly to us at the address provided below.

Once we receive and inspect your return, we will notify you of the refund approval or rejection.

Approved refunds will be processed within 7 days of receipt, and the funds will be credited to the bank account details provided.

If the refund is for a faulty product, the full amount will be refunded or the product will be replaced and couriered back to you, depending on your choice.

If the product is a “change of mind” the 7% and initial courier fee will be deducted and before the amount is refunded directly into the bank account you made payment from.

Only regular-priced items are eligible for refunds. Sale items are not refundable.

We replace items if they are defective or damaged. For exchanges, email us at [email protected] and send the item to our address listed below.

You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from it.

We recommend using a trackable shipping service or purchasing shipping insurance for your return. 

We cannot guarantee that we will receive your returned item without proof of delivery.

Depending on your location, the time it takes for exchanged products to reach you may vary.

For any questions or further clarification regarding our refund policy, please contact us via email at [email protected] or mail your product to:

My Sexual Health

Unit 4A, Stellenpark Business Park

R44, Stellenbosch, 7600

South Africa

We are here to assist you and ensure a positive experience with My Sexual Health.