Refund and Returns Policy
Effective Date: 8 Aug 2025
Welcome to the Refund and Returns Policy for Sweet Phoenix After Dark, operated by Sweet Phoenix Creations Pty Ltd. We take customer satisfaction seriously and aim to ensure you’re completely happy with your purchase. Please read this policy carefully before placing your order.
1. Refunds
Refunds are available for eligible items returned within 30 days of the purchase date. To qualify for a refund, the item must be:
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Unused and unopened
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In its original, sealed packaging
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In the same condition as when received
Refunds will be processed back to your original payment method once we’ve inspected the returned item.
2. Returns
If you wish to return an item for reasons other than damage or defect (e.g., change of mind), you may do so within 30 days, provided the item meets the above refund criteria.
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Return shipping costs are the responsibility of the customer
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Returned items must be packaged securely to avoid damage in transit
3. Exchanges
We offer free exchanges for items that arrive damaged or defective. To qualify:
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You must notify us within 7 days of delivery
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Include clear photos of the issue when you contact us
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We will cover the return shipping and send a replacement at no extra charge
4. Non-Returnable Items
Due to hygiene and safety concerns, certain products cannot be returned unless they are damaged or faulty:
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Opened or used adult toys
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Opened personal lubricants, oils, or similar personal care items
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Worn lingerie or intimate apparel
Please ensure you select products carefully, and feel free to contact us if you have questions before purchasing.
5. How to Request a Return or Refund
To initiate a return, refund, or exchange, email us at legal@sweetphoenix.co.za with:
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Your order number
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The item(s) you want to return or exchange
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A brief explanation for the return
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Photos if the product is damaged or defective
We’ll provide return instructions and a return address. Please do not send items back without contacting us first.
6. Refund Processing Time
Once we receive and inspect your returned item, your refund will be issued within 5–7 business days. You will receive confirmation by email once it has been processed.
7. Damaged or Faulty Items
If your item arrives damaged, defective, or incorrect:
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Contact us within 7 days
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Include photos of the item and packaging
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We’ll arrange a refund, repair, or replacement, depending on the situation
8. Order Cancellations
Orders may be cancelled before they are shipped. Once your order has shipped, it can no longer be cancelled. However, it may still qualify for return or exchange as per this policy.
9. Acceptance of This Policy
By placing an order on our website, you confirm that you have read, understood, and agreed to this Refund and Returns Policy.
10. Contact Us
Have questions or need assistance? We’re here to help:
📧 legal@sweetphoenix.co.za