Refund policy

 

Thanks for trusting us with your purchase.

If you want to cancel an order before shipment…

We understand that sometimes plans change, and you may need to cancel your order. We strive to ship all orders on time, but we recognise there are times when you might change your mind.

Automated Fulfilment: Due to our system’s automated fulfilment process, there may be instances where we are unable to cancel your order once it has been processed.

Returns and Refunds: If you experience any issue with your order, please contact us via email at support@erojoy.com.  We take these matters seriously and will be happy to discuss the best way forward with you.

Need Assistance? If you need any help or have questions, please reach out to our support team at support@erojoy.com.

If it arrives broken or breaks through normal use…

In the rare case that your product is broken on arrival or develops a fault through normal use shortly after receipt, please contact us for a free replacement or full refund. You will need to email us a brief video showing the fault within 7 days of your order being marked as delivered, or within 14 days of purchase if the shipment was untracked.

Refunds will be made to the original payment method. For credit card payments, it may take up to 10 working days for a refund to appear on your statement.

If you enter an incorrect shipping address…

We cannot offer a refund for orders returned to us due to an incorrect or incomplete address provided by the customer. In such cases, we will not be able to reship the order until we receive the correct address, and the customer will be responsible for all additional shipping costs (as carriers do not refund these). Please double-check your address before ordering.

If you want to exchange…

Unsealed or opened sex toys cannot be exchanged for safety and hygiene reasons.

1-Year Warranty Policy

If your product becomes non-functional due to normal use within 1 year from the date of purchase, and you are no longer eligible for a completely free replacement or full refund (see above), you are still eligible for an at-cost replacement during the same year. In short, we will make things right, and we won’t earn a penny while doing so.

You will need to provide video evidence by email of the issue.

This policy does not apply:

  • in the event of water damage to the device
  • in the event of use of oil-based or silicone-based lubricants
  • in the event of significant user error
  • to the inner sleeve (as sleeves are consumables and may wear out over time with heavy use)
  • in the event that your Erojoy Sync device is having compatibility issues with devices or software outside our product line.

Consumables can only be refunded if they arrive damaged

1. For safety and hygiene reasons, consumable products (Erojoy Sleeves, Erojoy Faps) only qualify for refunds or replacements if:

2. They are delivered in a damaged condition, or they remain sealed in shrink wrap (unopened).

For (2), we require photo proof that the item is still shrink-wrapped.

Lost or Delayed Delivery Claim Policy

At Erojoy, your satisfaction is our top priority. We understand that delays or delivery issues can be frustrating, so we have the following policy:

Eligibility: You may file a claim if there has been no movement on tracking for 15 consecutive days.

Initiating a Claim: Contact our support team within 30 days of the expected delivery date. Claims made after this timeframe cannot be considered.

Required Information:

  • Order number
  • Tracking number
  • Date of purchase
  • Email used

 

Verification Process: We will check tracking data, courier records, and other relevant information.

Resolution Options: If approved, you may choose a reshipment (if available) or a full refund.

Non-Eligible Scenarios: Incorrect address provided, or failed delivery attempts due to customer unavailability.

Communication: We will keep you updated throughout the process.

Resolution Timeline: Approved claims will normally be resolved within 7 working days, although product availability and courier timelines may affect this.

 

If you need more information or have any questions, please feel free to contact us using the details provided below.

Registered Business Name: Small Big Brands LLC, trading as Erojoy
Registered Business Address: Suite 53C, Unimix House, Abbey Road, London, NW10 7TR, United Kingdom
Contact Email Address: support@erojoy.com
Contact Telephone Number: + 44 20 37691751