Product Quality Assurance and Warranty Information
At Jooytoy we take the quality of all our products very seriously. Each sex toy is thoroughly inspected and tested by our quality inspectors before it leaves our factory. If you find any quality issues (damage or missing parts) when you receive your sex toy, please contact us at [email protected] within 24 hours. Please note that we do not accept any other after-sales refunds and returns except for products that are damaged upon arrival.
Due to hygiene reasons for sex toys, we do not accept returns after the product has been used. All returned goods will be inspected again by the factory to ensure that they are brand new and will not affect secondary sales, as we will not put used second-hand products back into inventory for resale. Returned goods must be unopened, unused, unworn, and all packaging or labels are intact. Otherwise, returns and refunds will not be possible.
Warranty Process
Although we carefully quality check each product before shipping to ensure it is intact, due to the uncertainty of the shipping process, if you receive a damaged or defective product, please follow the steps below:
First, you need to send an email to [email protected] including your name, order number and description of the problem.
And attach evidence of the product problem (photos or videos).
Our team will review your after-sales request and contact you as soon as possible.
If the problem is caused by our error or manufacturing defect, we will handle it in time.
Please understand that due to the nature of our products, warranty claims for manufacturing defects must be made within 24 hours of delivery. Damage caused by improper use of the product is not covered by the warranty.
Cancellation and Refunds
The following policy applies to refunds and returns of all sex toys sold on jooytoy.com:
If you change your mind or accidentally place an order after placing it, please contact us {[email protected]} within 24 hours to obtain a refund. As we need to cover the transaction costs incurred by processing, a 10% handling fee will be deducted from your order total.
24 hours after the product order is confirmed, your sex toys will enter the production or shipping stage. Cancellation of the order at this stage will be charged a production loss fee of 50% of the order amount. Refunds will be deducted from this fee and any applicable design, mold material, processing, makeup or transaction fees.
Once the order enters the shipping stage, it cannot be cancelled.
For orders where the customer refuses the package at delivery or in transit, the customer shall pay the shipping fee. The shipping fee will be deducted from the total payment amount and the remaining amount will be refunded to the customer. Products returned to us without a prior return request will not be accepted.
Note: “Ready to Ship” products will be shipped immediately after the order is placed, and the cancellation policy does not apply to these items.
Return Shipping Issues (if applicable)
If you confirm that you need to return the product within 24 hours of receiving the product, please first ensure that the product has not been used and the outer packaging is in good condition, and contact us at {[email protected]} to provide photos and videos of the product. Once we confirm that the return service is available for you, you will be responsible for paying the shipping fee for the returned product, and the shipping fee is non-refundable. If you receive a refund, the return shipping costs will be deducted from your refund.
Delayed or non-refund (if applicable)
If you have not received your refund after you requested it and we confirmed it, please check your bank account again. Then contact your credit card company, as it may take some time for the refund to arrive. There is a certain payment lag because banks and payment platforms may have different processing times. If you have done all of this and still have not received your refund, please contact us – we are here to help.
Exchanges (if applicable)
We only replace defective or damaged items within 24 hours of receiving the product. To request an exchange, please send your request to us {[email protected]} along with a photo or video of the product. Once we confirm that our product is defective or has quality issues, please return the product. After receiving your returned product, we will promptly feedback to you the logistics information after the replacement product is received. Depending on your location, the time frame for receiving the replacement product may vary.
If you are returning a more expensive item, you may consider using a tracked shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
If you request a product exchange 24 hours after receiving the product, we may reject your request. If you request a product exchange 3 days after receiving the product, we will directly reject your request.
Thank you for choosing Jooytoy! In order to provide you with better service, please feel free to contact us {[email protected]} and make your suggestions or what you think we need to change.