Faulty or stopped working
Opened or not, a product that's defective is ours to fix. We'll repair it, replace it or refund you.
Returns & refunds
Fair returns, for obvious reasons.
Almost everything we sell is used on the body, so once something has been opened we can't take it back or sell it to anyone else. Here's exactly what we can do, in plain words. If something you bought from us is faulty, you're covered either way.
At a glance
Three simple rules
Unopened and still sealed
Changed your mind on an online order? Send it back sealed, in its original packaging, within 7 days of receiving it.
Opened, used or worn
For hygiene reasons we can't accept change-of-mind returns on anything that's been unsealed, tried, used or worn.
The details
How it works
Your rights under the Consumer Protection Act and the Electronic Communications and Transactions Act always apply. Nothing on this page takes them away.
Faulty items
If a product is defective, doesn't work as it should or fails within 6 months of purchase, contact us with your order number and a short description or photo of the problem. Once we've checked it, you choose a repair, a replacement or a refund. We cover the courier both ways.
This doesn't cover normal wear and tear, or damage from misuse. The common ones: using silicone-based lube on a silicone toy, putting a toy that isn't waterproof in water, charging with the wrong charger, or physical damage after delivery.
Wrong or damaged on arrival
If we sent the wrong item or it arrived damaged, please tell us within 48 hours of delivery, with a photo of the item and the packaging. That lets us claim from the courier and get the right thing to you quickly, at no cost to you.
Changed your mind
For online orders (delivered or collected in store) you can cancel within 7 days of receiving your order, as long as the item is unopened, in its original packaging with every seal intact. You pay the cost of posting it back to us. Once it arrives and we've confirmed the seals, we refund the full amount you paid, including the original delivery fee.
What we can't take back
Because of their intimate nature, these can't be returned for a change of mind once the packaging or seal has been opened:
- Vibrators, dildos and toys for him
- Anal toys, plugs, kegel balls and anything else used internally
- Lubricants, condoms, cleaners and other essentials
- Bondage gear, blindfolds, restraints and anything worn on the body
Faulty items in these categories are still covered for 6 months, as above.
How to send something back
- Message us on WhatsApp or email info@fantasiashop.co.za with your order number (it starts with FAN). Please don't post anything before we've replied.
- If you're returning a used item because it's faulty, please clean it first.
- Pack it securely. Plain outer packaging is fine, and we never put our name on anything we send back to you.
- Post it or drop it off at our store: 17 Fitzroy St, Goodwood, Cape Town, 7460.
Refunds
Refunds go back to the card or account you paid with. We process them as soon as the item has been checked, and always within 30 days. Your bank may take a few extra working days to show it.
Paid at the till in store?
Online orders collected in store follow the online rules above. For purchases paid in store, faulty items are covered for 6 months, the same as online. Bring the item and your till slip. Unopened, sealed items can be exchanged or swapped for store credit within 7 days with the slip.
Something not right?
Tell us what happened and we'll sort it out. Discreetly, as always.