Returning a Product

Good news! PayPal is offering subsidised return postage costs with returning online purchases. The postage cost incurred by yourself in returning the item(s) back to us may be refunded by PayPal. For further information regarding the terms and conditions of this PayPal offer, please visit: https://www.paypal.com.au/returns/

Easy Return Process 

We offer a 1-year product guarantee on all adult products. If your product is faulty, we'll replace it with an identical product for up to a year after purchase. (your product may also come with a manufacturer's extended warranty). If we are unable to replace your product, we will offer you the option of choosing another product of the same value. 

You have 60 days from the date of purchase to return products to us. Products must be unopened, unused and have original packaging, hygiene seal intact & all contents of original parcel included. 

Please choose carefully as due to health & hygiene reasons, we are unable to offer a return or exchange on used/open sex toys. 
We do not offer a satisfaction guarantee on any of our products, however we do stay true to our exceptional level of customer service, we will always aim to keep all our customers happy and satisfied with their purchase.

Please note: Standard postage fees may apply to return orders (tracking number will be required as proof of lodgement). Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.

Before Returning Your Adult Toy

Before returning a faulty product, may we please ask you to follow a few simple testing procedures as follows. 

  • Make sure the batteries that are used are of correct type
  • Make sure the batteries have been inserted into the product correctly
  • Try new batteries as you may be using old worn out batteries
  • Make sure battery connectors are not wet or have moisture
  • Make sure the security seal has been removed from the battery compartment 

Returns Contact Information

Important - Please contact us to receive a RA Number (Return Authorisation number) and further return instructions before sending your product.

JOUJOU
C/O – Returns Department
15 Cochranes Road 
Moorabbin 3189, Victoria, Australia

Ph: 1300 135 955
Email: support@joujou.com.au

When returning your faulty product, please make sure you provide the following details:

  • Your full name
  • Your order number
  • Reason why you are returning the product
  • Original order confirmation or invoice you received with your product
  • Contact phone number if not provided previously

This will help us to quickly resolve the issue, should we need to contact you.

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JOUJOU

15 Cochranes Road, Moorabbin VIC 3189

Mon - Fri, 9:00am - 5:00pm
Saturday, Closed
Sunday, Closed
Excluding public holidays (Eastern Standard times).

Our Online store is open 24/7 and ready to accept all orders

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