We want you to be happy with your purchase from Sexy9. Customers can return or exchange an item, provided the following policy criteria are met:

• The courier delivery note is retained as proof of delivery.
• You have the original tax invoice as proof of purchase. This is in your online profile under My Orders.
• The item must be returned in its original condition and packaging. A 20% handling fee may apply if not returned in same condition or packaging.
• Due to hygiene reasons, we do not accept refunds or exchanges on any Sexy9 toys or lingerie.
• A defective or damaged item may be returned, provided it is returned in its original packaging and not used. Contact us within 24-hours after delivery, otherwise we are not able to issue a refund or replacement item.

HOW DO I RETURN AN ITEM?

• Contact us on email within 24-hours after delivery, should you wish to return a damaged or defective item.
• Attach photos or a short video of the damaged or faulty item as proof in your email.
• Attach a clear copy of the courier delivery note and your tax invoice in the email and advise whether you want a refund or an exchange product.
• We will reply to you on email and advise whether the item meets our return policy criteria, and whether we have an exact product in stock, should you request an exchange item.
• You may then return the item and tax invoice to the following address (you can use any courier of your choice):

Sexy9
Courier Guy Kiosk
470 Main Road
Lakeside
Muizenberg
7945

• Courier costs are not refundable and for the customer’s account.

HOW WILL I BE REFUNDED FOR MY RETURN?

• We will credit the value of the returned item to the same card used for the purchase.
• The credit will be processed once we have received the returned item, and it meets our return policy criteria.
• We will advise you of the credit by email.
• All refunds are done from PayFast and can take up to 10 working days.