Refund policy

Oh So Naughty Returns, Exchanges, Refunds & Product Warranty Policy

Last updated: 31 August 2026

At Oh So Naughty, we take product quality, customer satisfaction, privacy and hygiene seriously.

Because many of the products we sell are intimate, personal-use and hygiene-sensitive products, special return conditions apply.

This policy is intended to operate in accordance with the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and other applicable South African consumer legislation.

Nothing in this policy is intended to remove or reduce any statutory rights that a consumer may have under South African law.

1. PLEASE CHOOSE CAREFULLY

We encourage customers to carefully read:

  • Product descriptions;

  • Dimensions and measurements;

  • Materials;

  • Compatibility information;

  • Battery and charging information;

  • Waterproof or water-resistant ratings;

  • Lubricant compatibility;

  • Size guides; and

  • Manufacturer instructions

before purchasing or using a product.

Where a product has been accurately described and functions as intended, the following will generally not constitute a product defect:

  • You have changed your mind;

  • You no longer want the product;

  • You ordered the wrong size, colour or model;

  • You do not like the size, shape, texture, firmness or appearance;

  • You expected stronger or weaker vibration;

  • You expected different suction, thrusting or stimulation intensity;

  • The product is louder or quieter than you personally expected;

  • The product does not suit your personal preferences;

  • You find the product uncomfortable despite it being correctly sized and accurately described;

  • You no longer require the product; or

  • You purchased another product you prefer.

Personal preference is not the same as a manufacturing defect.

If a product does not perform as advertised or is genuinely defective, your statutory rights remain unaffected.

2. INTIMATE & HYGIENE-SENSITIVE PRODUCTS

Many products sold by Oh So Naughty are intimate or personal-use products.

These may include, but are not limited to:

  • Vibrators;

  • Dildos;

  • Anal toys;

  • Butt plugs;

  • Masturbators;

  • Cock rings;

  • Penis pumps;

  • Strap-ons;

  • Harnesses;

  • Intimate massagers;

  • BDSM products intended for intimate contact;

  • Lingerie and underwear;

  • Lubricants;

  • Oils;

  • Creams;

  • Enhancement products;

  • Intimate cosmetics;

  • Edible intimate products; and

  • Other personal-use or hygiene-sensitive products.

For health and hygiene reasons, an intimate product that has been used, worn, inserted, tested on the body, contaminated, or otherwise exposed to intimate use cannot be returned simply because the customer has changed their mind.

Where a product has a hygiene seal or sealed packaging, please inspect the external packaging and product information carefully before breaking that seal.

Breaking a hygiene seal does not remove your statutory rights if the product is genuinely defective.

3. CHANGE-OF-MIND RETURNS

There is no general unlimited right to return a product merely because a customer has changed their mind.

Where the cooling-off provisions of ECTA apply to an online purchase, an eligible customer may cancel the transaction within the applicable statutory period.

For eligible goods, please notify us within 7 days after receiving the goods.

To qualify for a change-of-mind return, the product must be:

  • Completely unused;

  • Unworn;

  • Untested;

  • In a resaleable condition;

  • In its complete original packaging;

  • With all seals intact;

  • With all tags attached;

  • With all accessories, chargers, cables, manuals and components included; and

  • Free from damage, marks, odours, stains, hair, bodily fluids, lubricants or other contamination.

The customer is responsible for the direct cost of returning goods where permitted by law.

Hygiene-sensitive products

Where an intimate or hygiene-sensitive product cannot reasonably be returned because of its nature or because its hygiene seal has been broken, used or contaminated, change-of-mind cooling-off rights may not apply in terms of the exclusions contained in ECTA.

This restriction does not apply to a genuine defective-product claim.

4. CUSTOM-MADE & PERSONALISED PRODUCTS

Products that have been:

  • Made specifically to your requirements;

  • Personalised;

  • Customised;

  • Engraved; or

  • Manufactured according to your specifications

may be excluded from change-of-mind cooling-off rights where permitted by law.

This does not exclude your statutory rights if the product is defective or does not comply with what was agreed.

5. DEFECTIVE PRODUCTS – SIX-MONTH CPA WARRANTY

All qualifying goods carry the statutory implied warranty of quality provided for by the Consumer Protection Act.

If a product fails to meet the standards required by the CPA within six months after delivery, the customer may have the right to return the product without penalty and at the supplier's risk and expense.

Where a qualifying product is confirmed to be defective, the remedies available under the CPA may include:

  • Repair;

  • Replacement; or

  • Refund.

The appropriate remedy will be dealt with in accordance with the CPA.

Oh So Naughty reserves the right to reasonably inspect and, where necessary, test a product before determining whether the reported problem constitutes a genuine product defect.

6. REPORTING A FAULT

If you believe your product is defective, email:

info@ohsonaughty.co.za

Please provide:

  • Your order number;

  • Product name;

  • Date received;

  • Detailed description of the problem;

  • When the problem first occurred;

  • Photographs where relevant;

  • Video showing the fault where reasonably possible; and

  • Any other information reasonably required to assess the problem.

For rechargeable products, we may also ask:

  • How long the product was charged;

  • Which charging cable was used;

  • Which plug or USB power source was used;

  • Whether the charging indicator operates;

  • Whether the original charging cable was used;

  • Whether the product has been exposed to water; and

  • What troubleshooting steps have been attempted.

Requesting this information does not remove your statutory rights. It helps us determine whether the product is defective or whether the issue can be resolved without unnecessarily transporting an intimate product.

7. PRODUCT ASSESSMENT

Where necessary, Oh So Naughty may arrange for a reported faulty product to be:

  • Inspected by us;

  • Tested;

  • Assessed by our supplier;

  • Assessed by the distributor;

  • Assessed by the manufacturer; or

  • Assessed by an appropriately qualified technical party.

A reasonable assessment may be necessary to establish whether the issue was caused by:

  • A manufacturing defect;

  • Product failure;

  • Incorrect use;

  • Accidental damage;

  • Water damage;

  • Incorrect charging;

  • Normal wear and tear;

  • Customer alteration or tampering; or

  • Another cause arising after delivery.

The fact that a product stops working does not automatically mean that it had a manufacturing defect.

We will not unreasonably delay the assessment of a return.

8. WHAT IS NOT A PRODUCT DEFECT?

Unless otherwise required by law, a product will not be considered defective where the fault or damage has resulted from circumstances including:

Incorrect use

  • Using the product contrary to the instructions;

  • Using the product for something it was not designed for;

  • Excessive force;

  • Dropping or crushing the product;

  • Pulling cables or charging connectors;

  • Incorrect insertion or removal;

  • Improper assembly;

  • Deliberate damage; or

  • Negligent handling.

Charging & battery damage

Damage may not qualify as a manufacturing defect where it results from:

  • Using an incompatible charger;

  • Using an incorrect voltage;

  • Using an unsuitable high-output charging source where prohibited by the manufacturer;

  • Using a damaged charging cable;

  • Damaging the charging port;

  • Charging contrary to the manufacturer's instructions;

  • Leaving the product connected to power for longer than recommended;

  • Improper battery storage; or

  • Failure to follow battery-care instructions.

Rechargeable toys should be charged strictly according to the manufacturer's instructions.

Water & liquid damage

Damage caused by water or liquid exposure will not constitute a manufacturing defect where:

  • The product is not waterproof;

  • The product is only splash-resistant;

  • The stated waterproof rating has been exceeded;

  • A charging port or cover was not correctly sealed;

  • The product was submerged contrary to instructions; or

  • Liquid entered the electronic components as a result of misuse.

A product being described as washable does not automatically mean that it may be fully submerged.

Incorrect cleaning or product care

Damage resulting from:

  • Harsh chemicals;

  • Alcohol;

  • Bleach;

  • Abrasive cleaners;

  • Boiling;

  • Dishwashers;

  • Incompatible toy cleaners;

  • Incorrect sterilisation;

  • Excessive heat;

  • Incorrect storage; or

  • Failure to follow product-care instructions

may not qualify as a defect.

Lubricant incompatibility

Certain toy materials are not compatible with certain lubricants.

Damage, deterioration, swelling, stickiness, discolouration or material breakdown resulting from using an incompatible lubricant may not constitute a manufacturing defect where appropriate compatibility guidance was supplied or reasonably available.

Normal wear and tear

Normal deterioration arising from reasonable use is not necessarily a defect.

This can include reasonable deterioration of:

  • Batteries;

  • Finishes;

  • Printed coatings;

  • Flexible materials;

  • Straps;

  • Elastics; and

  • Other consumable or wear components.

9. TAMPERING, ALTERATIONS & UNAUTHORISED REPAIRS

Do not:

  • Open electronic housings;

  • Cut wires;

  • Alter charging ports;

  • Replace internal components;

  • Modify motors;

  • Modify batteries;

  • Remove internal seals; or

  • Attempt unauthorised repairs.

Where a product has been altered, damaged or tampered with after delivery, and that alteration caused or contributed to the reported fault, the statutory warranty may not apply to that fault.

10. INCORRECT PRODUCT DELIVERED

If Oh So Naughty sends you a product different from the product you ordered, please contact us as soon as reasonably possible.

Please email:

info@ohsonaughty.co.za

and include your order number and a photograph of the product received.

Please do not open the hygiene seal, use or test the product once you become aware that the incorrect item has been supplied.

Where we have supplied the incorrect product, we will arrange the appropriate collection or return at our cost.

Depending on the circumstances and applicable law, you may choose the appropriate remedy, including delivery of the correct product or a refund.

11. PRODUCTS DAMAGED IN TRANSIT

Oh So Naughty remains responsible for the goods until delivery as required by applicable law.

Please inspect your parcel as soon as possible after delivery.

If your parcel or product appears damaged, please contact us promptly.

Where possible, please provide photographs of:

  • The courier bag or outer box;

  • The shipping label;

  • Any visible damage to the outer packaging;

  • The internal packaging;

  • The product packaging; and

  • The damaged product.

Please retain all packaging until the claim has been resolved.

Prompt notification makes it easier for us to establish whether damage occurred during transport.

Failure to report damage immediately does not remove any statutory rights you may otherwise have.

12. MISSING PARTS OR ACCESSORIES

If an item arrives with a component, charger, cable or accessory missing, please contact us as soon as reasonably possible.

Please do not discard the packaging.

Where the item was supplied incomplete, we will arrange an appropriate remedy.

13. LINGERIE, UNDERWEAR & CLOTHING

For hygiene reasons, underwear and intimate clothing must be tried on over your own underwear where appropriate.

Change-of-mind returns will only be considered where the garment:

  • Has not been worn;

  • Has not been washed;

  • Has not been altered;

  • Has all tags attached;

  • Has no stains;

  • Has no makeup;

  • Has no deodorant marks;

  • Has no perfume or smoke smell;

  • Has no bodily fluids or contamination; and

  • Is in a hygienic and resaleable condition.

Certain intimate garments may not qualify for return once their hygiene seal has been removed or they have been worn against the body.

A genuine manufacturing defect remains subject to applicable statutory rights.

14. LUBRICANTS, CREAMS, OILS, EDIBLES & CONSUMABLE PRODUCTS

For hygiene and safety reasons, opened consumable products cannot generally be returned simply because the customer:

  • Does not like the flavour;

  • Does not like the smell;

  • Does not like the consistency;

  • Does not like the sensation;

  • Experiences a personal preference issue; or

  • Changes their mind.

Customers are responsible for checking:

  • Ingredients;

  • Allergy information;

  • Product compatibility;

  • Usage instructions; and

  • Warnings

before use.

This section does not remove statutory rights relating to genuinely defective, incorrectly supplied, contaminated or unsafe goods.

15. PRODUCT SIZE & DIMENSIONS

Please check product measurements before purchasing.

Dimensions are supplied to help customers make an informed buying decision.

Where the dimensions and description supplied are materially accurate, a customer deciding after delivery that a toy is:

  • Too big;

  • Too small;

  • Too long;

  • Too short;

  • Too thick;

  • Too thin; or

  • Otherwise unsuitable for their personal preference

does not by itself mean that the product is defective.

Unused and sealed products may still qualify for a return where statutory cooling-off rights apply.

16. PRODUCT PERFORMANCE & PERSONAL EXPECTATIONS

Adult products create different experiences for different people.

Oh So Naughty cannot guarantee that every product will:

  • Cause orgasm;

  • Produce squirting;

  • Provide a particular level of stimulation;

  • Fit every person's anatomy;

  • Produce identical results for every customer;

  • Be comfortable for every individual; or

  • Meet a customer's subjective expectations.

Where a product works according to its specifications and description, dissatisfaction with the personal experience does not by itself constitute a defect.

17. RETURNS PACKAGING

Before returning any item, please contact Oh So Naughty and obtain return instructions.

Where possible, returned goods should include:

  • The product;

  • Original accessories;

  • Charging cable;

  • Manuals;

  • Removable components; and

  • Original packaging that remains available.

A genuine CPA defective-product claim will not be refused merely because the original packaging is no longer available.

However, the customer must package the returned product safely to prevent additional damage during transport.

Where a customer is responsible for return transport and inadequate packaging causes additional damage, that additional damage may affect the return.

18. COLLECTION & COURIER ARRANGEMENTS

Returns must be authorised before a courier collection is arranged.

For qualifying defective goods, incorrect items or goods damaged prior to delivery, Oh So Naughty will carry reasonable return costs where required by law.

For eligible change-of-mind returns, the customer may be responsible for the direct return cost.

Where a product is assessed and found:

  • Not to be defective;

  • To be functioning correctly;

  • To have been damaged by misuse;

  • To have been damaged after delivery;

  • To have been incorrectly charged;

  • To have suffered water damage;

  • To have been tampered with; or

  • Otherwise not to qualify for a statutory return,

we will contact the customer.

Where permitted by law, the customer may be responsible for the reasonable cost of returning that product back to them.

19. REFUNDS

Where a refund is approved, it will generally be processed using the original payment method.

Once processed by Oh So Naughty, banks and payment providers may take additional time to reflect the refund.

Where ECTA applies to a qualifying cancellation, refunds will be made within the time required by applicable law.

Original delivery charges and return courier charges will be dealt with according to the reason for the return and applicable law.

We will not substitute a store credit or voucher where a customer is legally entitled to a monetary refund and has elected that remedy.

20. SALE & CLEARANCE ITEMS

Sale, promotion and clearance pricing does not remove a customer's statutory rights in respect of genuinely defective goods.

Where a product is specifically sold as:

  • Damaged;

  • Shop-soiled;

  • Imperfect;

  • Missing packaging;

  • Discontinued with a disclosed defect; or

  • Otherwise sold in a specifically disclosed condition,

the customer cannot later rely on the specific condition that was clearly disclosed and accepted before purchase as though it were an undisclosed defect.

Any unrelated statutory defect remains subject to applicable law.

21. SPECIFIC-PURPOSE PURCHASES

If you require a product for a very specific purpose, please tell us in writing before purchasing and ask us whether the product is suitable.

A customer's own assumption that a product will be suitable for an unusual or specific purpose does not mean that Oh So Naughty agreed that the product was suitable for that purpose.

Where a specific purpose was expressly communicated to us and we recommended or agreed that a product would be suitable for that purpose, the customer's rights will be dealt with in accordance with the CPA.

22. RETURNS WILL NOT BE APPROVED MERELY BECAUSE:

Subject always to applicable statutory rights, a return will not automatically be approved merely because:

  • “I changed my mind.”

  • “My partner doesn't want it.”

  • “I don't like it.”

  • “It is too strong.”

  • “It is not strong enough.”

  • “It is bigger than I expected.”

  • “It is smaller than I expected.”

  • “It is noisy.”

  • “I thought it would feel different.”

  • “I ordered the wrong item.”

  • “I ordered the wrong size.”

  • “I no longer need it.”

  • “I saw another one I prefer.”

  • “I used it once and didn't enjoy it.”

  • “It didn't make me orgasm.”

  • “I expected it to work differently,” where it functions according to its advertised specifications.

Customers are encouraged to ask us questions before purchasing if they are unsure about a product.

23. FALSE, MISLEADING OR FRAUDULENT CLAIMS

Oh So Naughty reserves its rights where there is reasonable evidence that:

  • A product has deliberately been damaged;

  • Information supplied in a return claim is materially false;

  • Photographs or videos have been manipulated;

  • A different product has been substituted;

  • A product not purchased from Oh So Naughty is returned;

  • Serial numbers, batch numbers or other identifiers do not correspond;

  • Parts or accessories have been removed;

  • The product has been tampered with; or

  • A claim is otherwise fraudulent.

Nothing in this provision prevents a customer from making a genuine claim or exercising rights provided by law.

24. PROOF OF PURCHASE

We may require reasonable proof that the item was purchased from Oh So Naughty.

This may include:

  • Order number;

  • Invoice;

  • Email address used for the order;

  • Customer name;

  • Payment record; or

  • Other reasonable order information.

25. DO NOT DISPOSE OF A PRODUCT UNDER REVIEW

If you have submitted a defective-product claim, please do not dispose of, destroy or modify the product unless Oh So Naughty has specifically authorised you to do so.

We may reasonably require the product to be inspected before the claim can be finalised.

If a product has been disposed of before we have had a reasonable opportunity to inspect it, this may make it impossible to verify the claim.

26. HOW TO SUBMIT A RETURN OR WARRANTY CLAIM

Email:

info@ohsonaughty.co.za

Please include:

Subject: Return / Fault Claim – Order #[your order number]

Include:

  1. Your full name;

  2. Order number;

  3. Product name;

  4. Date received;

  5. Reason for the return;

  6. Clear description of the problem;

  7. Photographs where relevant; and

  8. Video demonstrating the fault where reasonably possible.

Please do not courier a product back to us without first receiving return instructions.

Unauthorised returns may cause unnecessary delays because we may be unable to identify the parcel or match it to a return claim.

27. CUSTOMER SERVICE

Email: info@ohsonaughty.co.za

Business hours:
Monday to Friday
08:00 – 17:00
Excluding South African public holidays.

We will make reasonable efforts to resolve legitimate product concerns fairly and efficiently.

28. CONSUMER RIGHTS

This Returns, Exchanges, Refunds & Product Warranty Policy must be read together with Oh So Naughty's website Terms & Conditions and any applicable manufacturer instructions.

Nothing contained in this policy is intended to unlawfully waive, restrict or exclude any consumer right that cannot legally be excluded under South African law.

Where any provision of this policy conflicts with a mandatory provision of applicable South African consumer legislation, the applicable legislation will prevail.

Oh So Naughty nevertheless reserves all rights available to it where a product has been:

  • Misused;

  • Abused;

  • Neglected;

  • Incorrectly charged;

  • Exposed to water contrary to instructions;

  • Incorrectly cleaned;

  • Damaged after delivery;

  • Tampered with;

  • Modified;

  • Used contrary to instructions; or

  • Returned for reasons that do not constitute a defect or other statutory return right.

Thank you for shopping with Oh So Naughty. Shop safely, play responsibly, and please follow the care instructions supplied with your products.