Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customerservice@sexyandjoy.net. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Returned items should be shipped to the following address:
Sexy & Joy Returns
Room 1001, Building 3, Xunmei Technology Plaza
No. 8 Keyuan Road, Science Park Community
Yuehai Subdistrict, Nanshan District
Shenzhen, China
Attn: Returns Department
Customers will be responsible for the return shipping costs unless the item is defective or the return is due to our error. You can always contact us for any return question at customerservice@sexyandjoy.net.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In such cases, we will cover any return shipping costs.
Exceptions / non-returnable items
Certain types of items cannot be returned. For hygiene and safety reasons, we do not accept returns on personal care goods, which include intimate products (such as vibrators, masturbators, lingerie and other adult toys) once the original packaging has been opened, unless the item is faulty. We also cannot accept returns on perishable goods, custom products, hazardous materials, flammable liquids, or gases. Sale items and gift cards are also non-returnable. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (provided it is eligible for return), and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, the refund will automatically be processed to your original payment method. Please remember it may take some time for your bank or credit card company to process the refund, and in some circumstances may take up to 14 days after the refund has been processed by us.
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