My Sexual Health Refund Policy
Refund Procedure:
To initiate a refund, clients must submit their banking details via email to shop@mysexualhealth.co.za. This allows us to process refunds directly to your bank account, as we are unable to revert payments to your credit card automatically.
Faulty Products:
- If a product is found to be faulty, we offer a choice between a full refund or a replacement.
- A product is considered to have an "obvious problem" if it is non-functional on its first use or shows visible damage that affects its operation. For items without visible or immediate functional issues but claimed to be faulty, they need to be sent back to us at the customer's expense for inspection. Should the inspection confirm the fault, we will refund the shipping cost along with the product refund or replacement.
Change of Mind:
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If you change your mind about your purchase, you can request a refund withinone month of purchase. Please note, that there will be a 7% administrative fee plus the deduction of the original shipping costs from your refund, even if shipping was initially provided for free.
Returns:
- Our return policy lasts 30 days from the date of purchase. Returns requested after this period cannot be processed.
- Eligible returns must be unused, in the same condition as received, and in their original packaging.
- Please do not send your purchase back to the manufacturer. All returns should be sent directly to us at the address provided below.
- Non-returnable items include all intimate or sanitary goods that have had potential genital contact unless they are still sealed or confirmed to be faulty. This includes but is not limited to all vibrators, rings, pumps, diaphragms, kegel balls, medication, supplements and vaginal dilators.
- Receipt or proof of purchase is required for all returns.
Refunds:
- Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within seven days of receiving and inspecting the returned item, with funds directed to the bank account details provided.
Partial Refunds (if applicable):
- There are certain situations where only partial refunds are granted. These include:
- Books with obvious signs of use.
- Any item not in its original condition, damaged or has missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Please note, that the assessment for partial refunds will be conducted on a case-by-case basis, once the returned item is received and inspected.
Late or Missing Refunds:
- If you haven't received a refund, first recheck your bank account, then contact your bank as there is often processing time before a refund is posted. If you’ve done this and still have not received your refund, please contact us at shop@mysexualhealth.co.za.
Sale Items:
- Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
Exchanges:
- We replace items if they are defective or damaged. For exchanges, send us an email and return your item to our address listed below.
Shipping for Returns:
- You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from it.
- Depending on where you live, the time it may take for your exchanged product to reach you may vary.
- Consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee receipt of your returned item.
Contact Us:
For any queries or further clarification on our refund policy, please contact us via email at shop@mysexualhealth.co.za or mail your product to: My Sexual Health, Unit 4A, Stellenpark Business Park, R44, Stellenbosch.
