Refund and Returns Policy

Couples Closet PTY LTD | Reg. No. 2026/186677/07
Effective Date: March 2026 | Version 1.0

1. Overview

We want you to be completely satisfied with every purchase from Couples Closet. However, due to the intimate and personal nature of our products, we are unable to accept returns for change-of-mind purchases once a product has been opened or unsealed. This policy exists to protect the health, safety and hygiene of all our customers.

This policy does not affect your statutory rights under the Consumer Protection Act. If you receive a product that is defective, damaged or not what you ordered, you are fully covered.

2. Items That Cannot Be Returned

The following items cannot be returned or exchanged for hygiene and safety reasons:

  • Any product that has been opened, unsealed or removed from its original sealed packaging
  • Any product that shows signs of use
  • Lubricants, massage oils, personal moisturisers or cleaning products that have been opened
  • Condoms
  • Lingerie that has been worn (other than briefly tried on with undergarments)

This applies to change-of-mind returns only. If you receive a defective or incorrect item, you are entitled to a remedy regardless of whether the packaging has been opened.

3. Defective or Incorrect Items

If you receive a product that is defective, damaged in transit or materially different from what you ordered, we will make it right. Please notify us within 48 hours of receiving your order so that we can resolve the issue as quickly as possible.

3.1 How to Report a Defective or Incorrect Item

Please contact us by email with the following information:

  • Your order number
  • The name of the affected product
  • A clear description of the defect or the nature of the issue
  • Photographs of the product and packaging (where applicable)

Email: support@couples-closet.co.za

3.2 What Happens Next

Once we receive your report, we will:

  1. Acknowledge your query within 2 business days.
  2. Assess the reported issue. We may ask for additional information or photographs.
  3. If the product is confirmed as defective or incorrect, we will offer you a replacement or a full refund — the choice is yours.
  4. If a return of the product is required, we will arrange and cover the cost of return shipping.

3.3 The 48-Hour Reporting Window

We ask that you report any defect or issue within 48 hours of receiving your delivery. This helps us resolve your concern quickly and investigate the matter with our suppliers while the details are fresh. However, this 48-hour window is a guideline to help us serve you better — it does not override or limit your statutory rights.

4. Your Statutory Rights — Implied Warranty (CPA Section 56)

Under Section 56 of the Consumer Protection Act (Act 68 of 2008), all goods sold to consumers carry an implied warranty that they are:

  • Of good quality and free from defects;
  • Suitable for the purpose for which they are generally intended; and
  • Safe and durable.

If a product fails to meet these standards within 6 months of delivery, you are entitled to return the product for a repair, replacement or refund. This is a statutory right that applies regardless of our change-of-mind return policy.

To exercise this right, please contact us using the details provided below.

5. Refund Processing

Where a refund is approved:

  • Refunds will be processed within 7 business days of approval.
  • Refunds will be issued to the original payment method used at checkout.
  • You will receive an email confirmation when your refund has been processed.
  • Please allow an additional 3-5 business days for the refund to reflect in your account, depending on your bank or payment provider.

6. Cancellation Before Despatch

If you wish to cancel your order before it has been despatched, please contact us as soon as possible. If the order has not yet been shipped, we will cancel it and issue a full refund. Once an order has been despatched, it cannot be cancelled — you will need to follow the process described in this policy upon receipt.

7. Contact Us

For any questions regarding returns, refunds or product issues, please contact us:

Couples Closet PTY LTD | Reg. No. 2026/186677/07 | Version 1.0 — March 2026

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