We handle returns with sensitivity to both consumer rights and the hygiene requirements of intimate-wellness products.
Change-of-mind returns
Where a statutory cooling-off or cancellation right applies, Dear Intimacy will honour it subject to the conditions and exceptions in applicable South African law. For hygiene-sensitive intimate goods, change-of-mind returns may be restricted once a hygiene seal has been broken or the product has been opened or used.
Unopened hygiene-sensitive goods
For a change-of-mind request, the product should remain unused, unopened, sealed and in resalable condition. Contact us before returning anything so that we can confirm the appropriate return route.
Defective, unsafe, incorrect or non-conforming goods
Restrictions on change-of-mind returns do not remove statutory rights relating to defective, unsafe, incorrectly supplied or materially non-conforming goods. Contact us promptly with your order number and, where useful, photographs showing the issue.
How to request a return
Email support@dearintimacy.co.za before sending a product back. We will provide the return instructions and any information needed for assessment. Unauthorised returns may be delayed for security and hygiene reasons.
Refunds
Approved refunds are made to the original payment method where practical, subject to applicable law and payment-provider processing times. We will communicate the outcome of the return assessment before or when the refund is processed.