Returns & Refunds
We want you to be 100% satisfied with the products you purchase from us.
The following outlines how we process returns and refunds.
In the rare instance that a product is damaged or faulty on delivery, please send us an email to firstname.lastname@example.org, send a message on our website or phone us at 087 012 5099 within 24 hours so that we can rectify the situation immediately. Remember to include your order number and a detailed description of the problem, and we will revert as soon as possible, letting you know exactly how to proceed.
Should your item become faulty within the first 10 days, we will arrange for a courier to collect it for assessment. After 10 days you will be required to return the item at your cost.
In the event that your toy becomes defective over time, we include a one year warranty on most of our sex toys (please read the product’s included specification sheet carefully) ensuring that you can return it for repair or replacement. We can only receive back items that are sent in their original packaging.
Please note refunds and repairs are dependent on the supplier’s or manufacturer’s inspection report and need to eliminate the possibility of deliberate misuse.
Unfortunately, due to the nature of our intimate items, once dispatched, the majority of our goods are not exchangeable or refundable for both hygiene and security reasons. If you are unsure as to whether or not a product is right for you, please use the live chat or the website, or call us on 087 012 5099, where one of our consultants will gladly assist in order to avoid any mistakes or incorrect orders. In the event that products ordered via a secondary supplier require an exchange, we are obligated to fit within their exchange policies.
If the parcel is still on the way to you, or it has just arrived and the courier bag hasn’t been opened yet, you can return the products for a credit voucher. We will charge a 15% handling fee or a minimum of R149 whichever is greater. We cannot accept returns on any items of an intimate nature that have been removed from their packaging unless they are faulty.
In the event that we need to refund you in full, refunds will be issued to the person and card used on the original order and will take between 5 to 10 working days to reflect in the person’s account.
Where we are unable to replace your product due to low stock levels, we will offer you a refund by means of a fully redeemable voucher or a suitable replacement to the same/similar value. Please send us an email to email@example.com, send a message on our website, or phone us at 087 012 5099 for any queries regarding defective products. Please include a clear description of the technical issue, order number, and date of purchase. You will receive a return email advising you on how to proceed.
At Olivia Grey, we aim to ensure that you are 100% satisfied with your purchase and our service delivery. If for any reason you find yourself unsatisfied, please contact us at 087 012 5099 or fill out the form on the website in order for us to address and rectify the situation.
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