Refund & Returns

1 year warranty on all products purchased from a JOUJOU Group Company



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

Please note: Standard postage fees apply to all return orders. 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.



1 year warranty on all products purchased from

In the rare event that your We-Vibe product fails to work due to a defect in workmanship or materials, all we-vibe products come with a 1 year limited manufactures warranty. You will be able to send your we-vibe either to us "JOUJOU GROUP" or to we-vibe directly for a replacement.  

Valid Warranty Claims

Warranty claims must be made within 1 year of the date of original purchase (or a longer period where required by law).

The warranty covers manufacturing defects only. It does not cover normal wear and tear of parts, personal preferences, damage caused by misuse, loss, abuse or negligent handling. It also does not apply to any unit that has been subject to tampering.


Returns Contact Information

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

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

Ph: 1300 135 955

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

  • Your full name
  • Your order number
  • Reason why you are returning the product
  • Your instructions informing us how you would like the issue resolved.
  • 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.

*Due to health & hygiene reasons, we are unable to offer an exchange on used or 'change of mind' vibrators.