Refund policy

 

We'd like you to be completely satisfied with your purchase, so if you are not completely satisfied, you can follow the process subject to the terms below. This policy applies to all products bought from 4Play Essentials. 

For obvious hygiene, safety reasons, and peace of mind of our customers – and because of the intimate nature of the products we sell - we are not able to accept returns or exchanges on any products bought from our store unless they are proven to be defective or damaged on delivery. All products* designed to come into contact with any body part or body fluid are non-returnable and non-resalable, this includes all adult products and sex essentials on this website. This is in line with the Consumer Protection Act Section 20(3) which states that goods may not be returned if for reasons of public health or otherwise, a public regulation prohibits the return of those goods to a supplier once they have been supplied to, or at the direction of, a consumer.

*PLEASE NOTE: Once these products leave the warehouse, they are considered used and therefore cannot be returned unless defective.

If you are unsure as to whether or not a product is right for you, please contact us via email, or call us on 0785569385, where one of our consultants will gladly assist in order to avoid any mistakes or incorrect orders.


RETURN OF DEFECTIVE ITEMS OR DAMAGED PRODUCTS

In the rare event that your item is defective, or damaged or if you receive the wrong item, please contact us within 24 hours of delivery at sales@4playessentials.co.za so we can remedy the situation immediately. Please remember to include your order number, proof of purchase, and a detailed description of your issue and we will revert as soon as possible, letting you know exactly how to proceed. Please also note the following

  • You have up to 10 calendar days from the date of delivery to request a return. 
  • To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging - We can only receive back items that are sent in their original packaging.
  • Returns will be rejected if there is any evidence that the product has been used - We can only receive back items that have not been used.
  • We may then ask you to take photos and videos of the defective goods before accepting a return.
  • Should your item become faulty within the first 7 days from delivery, we will arrange for a courier to collect it. After 7 days you will be required to return the item at your cost - Please ship with the cheapest and easiest method for you.
  • Replacements will only be affected once the goods in question have been returned to our warehouse and inspected.
  • Please note that items sent back to us without first requesting a return will not be accepted.

Every returned product that is sent back to us is carefully and safely disposed of. We have no exceptions for this process. Once a product leaves our warehouse, we will not restock it in our warehouse to be re-sold.


WHAT ARE MY REFUND OPTIONS FOR MY RETURN?

4Play Essentials will gladly replace your return with the same product. However, stock levels could be low, in which case you will be offered a similar alternative at the same value. Should you prefer otherwise, we offer a voucher/store credit of the same value as the returned item.

In the unlikely instance, and at our discretion, we may deem it possible to refund you in full, it will only be issued to the person and card/bank account used to place the order and may take between 1 - 10 working days to reflect in their bank account. For all refunds, the payment gateway you used (Payfast/Payflex/Ozow) will also charge a small fee to process the refund - you will be liable for this fee which the payment gateway will automatically remove from the refunded amount.

CAN I CANCEL MY ORDER?

If you'd like to cancel your order after it's been placed (before or after dispatch), or the order has been booked into the courier, or it has just arrived and the courier bag hasn’t been opened yet, you can return the item(s) at your cost for store credit only. Please contact us at sales@4playessentials.co.za before returning the items so we can make the arrangements. We charge a 10% handling/cancellation fee or a minimum of R100, depending on which is greater. Additionally, you will also be liable for any courier charges to and from you, payment processing fees, and refund fees levied by the payment provider.

OTHER

We do our best to ensure that our product pictures, descriptions, and measurements are as precise as possible to make it easier for you to decide on the best product for your experience. Please pay careful attention to the product descriptions and sizes before placing an order, as we will not accept a refund, return, or replacement if the claim is purely based on the size or fit of the product. 

We aim to ensure that you are 100% satisfied with your purchase and our service delivery. If you have questions regarding returns or exchanges email sales@4playessentials.co.za or fill out the contact form on the website.