Refund policy
Returns & Refunds
Due to the intimate nature of our products, we are unable to accept returns or exchanges on any items that have been opened or used.
This is to ensure the safety, hygiene, and quality of every product we deliver.
Damaged or Faulty Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery at info@betweenus.co.za.
Kindly include:
- Your order number
- A clear description of the issue
- Photos of the item
If approved, we will arrange a replacement or refund.
Incorrect Orders
If you receive the wrong item, please notify us within 48 hours so we can resolve it as quickly as possible.
Non-returnable Items
The following items cannot be returned:
- Opened or used products
- Intimate items (including toys and personal products)
- Gift boxes once opened
Refunds (if applicable)
Approved refunds will be processed to your original payment method within 5–10 business days.
Cancellations
Orders may be cancelled within 12 hours of purchase, provided they have not yet been processed or shipped.