Refunds & Returns:

OUR 100% SATISFACTION GUARANTEE

We understand that returns are sometimes necessary for a wide variety of reasons. As part of our ongoing mission to provide the best customer service possible, BedTimeJoys is proud to be adult retailer able accept customer returns.
Our products are hand selected to bring you Joy, however we understand that occasionally we fall short of our own high standards, and that returns and exchanges are sometimes necessary.
If you order through bedtimejoys.com you can be assured of 1st class quality care. If for any reason you are dissatisfied with any item(s) purchased from bedtimejoys.com, simply contact our Customer Service Team. Any unused, unopened product may be returned for a full refund or exchange, within 90 days after receiving the delivery (we do not need to receive it within this time frame, but it does need to be posted) as long as you have submited a return request and received a return authorization. We recommend that you procure proof of postage. We will always offer the best solution for our customers. If an item does not perform because of a manufacturer’s defect, then return it to us. Unfortunately, a refund or exchange cannot be issued until bedtimejoys.com receives the goods in question.

Note: due to health, safety and hygiene issues we will not refund any item that has been opened. All we ask is that these products are unopened, unsealed, unused or unworn as appropriate, then we are happy to offer an refund or exchange.

• Please note: The taxes, packing and postage costs are not refundable and the buyer is responsible for the costs of returning the order items.
• Please note: We are not able to refund the cost of your delivery UNLESS the item is faulty.

GET A SOLUTION - STEPS TO CONTACT US

Please contact us immediately at our [email protected] describing the issue in detail, including the refund or return reason, along with your order number and SKU product number. For defective, incorrect, please send us a clear picture or video of the problem.

RETURNS PROCEDURE

All returns must be agreed via email in advanced. Email us at: [email protected] Unauthorised returns may not be returned or refunded.
All returned items should be sent via Postal Service and we advise you to retain your proof of postage when sending goods back to us. This is for your own safety in case the return is lost in the postal system.
• Please note: The taxes, packing and postage costs are not refundable and the buyer is responsible for the costs of returning the order items.
• Please note: We are not able to refund the cost of your delivery UNLESS the item is faulty.
You can then post the item back to us, please don’t forget to fill in and include the return slip in your parcel. This will ensure your return is processed as efficiently as possible.
Please also ensure you get a free certificate of posting from the Post Office upon dispatch and keep this in a safe place. We cannot accept responsibility for any items returned without a certificate of posting. If your unwanted item will be returned to us in an unsanitary, opened or used condition, we will have no choice but to decline your refund and return the item to you.
All we ask is that these products are unopened, unsealed, unused or unworn as appropriate, then we are happy to offer an refund or exchange. BedTimeJoys reserve the right to refuse refunds or exchanges on any items we deem to have been worn, used or damaged.
• Unused items: Please make sure that your products are unopened, unsealed, unused, undamaged or unworn as appropriate (unless it is faulty), plus all shrink wrapping, packaging and/or leaflets and instructions must be intact. Remember to detail whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible and you will be notified when we receive the returned parcel.
• Faulty items: If your item is faulty please make sure that you clearly detail the issues you are having. Unless the fault is very clear you may wish to call our Customer Support team beforehand as some items may have remotes or battery compartments that have a trick to them!
• You must: return all leaflets, cards, instruction manuals and packaging with your order (even if it is faulty) as we may not be able to process your replacement without this information. When returning an item please do so with the original packaging to insure that the product is not damaged on its return journey.
If we find that the item is not in a faulty condition or package was opened, item will be returned to you at your expense.
We will issue your refund or send out your replacement as soon as possible once we have received your returned parcel. This will be within 30 days, but usually a lot faster than that. Once we have received your return, you can expect your refund to be processed within 3-6 working days. Your refund should show on your account within 5-14 working days please note that some banks or card service provider may take longer than this. We will, however, aim to make this procedure as quick as possible! If you would like to check on the status of your returned parcel please contact us at [email protected] with your order number. Unfortunately, a refund cannot be issued until bedtimejoys.com receives the faulty or unwanted goods in question or a valid proof of postage receipt has been sent to us via email.

NON RETURNABLE ITEMS - HYGIENE AND SAFETY

As you will agree and appreciate for hygiene reasons, jewellery and adult toys cannot be returned due to the intimate nature of the product. This way we can assure you that these items you receive have not been worn, returned and resold. Therefore these items cannot be returned if the packaging is not in the same physical state as when delivered.

LINGERIE AND NON RETURNABLE ITEMS

FOR HYGIENE AND SAFETY REASONS we are unable to accept lingerie or sexy clothing, creams, lubricants, aphrodisiacs, tablets, oils and condoms if any seals are broken or shrink wrap has been removed and items have been taken out of the sealed packaging, we will not be able to accept them back; NO EXCEPTIONS!
We are really sorry to say that this policy does apply to Latex clothing due to hygiene. If items have been taken out of the sealed packaging, we will not be able to accept them back. If you are unsure of your size, we would recommend going for a larger size.
We will not be able to accept soiled or damaged lingerie return items of this type for a refund or exchange. Don’t forget to retain the original unopened, unsealed, unused, undamaged packaging otherwise, we will not be able to accept your return. When returning an item please do so with the original packaging to insure that the product is not damaged on its return journey.
– All returned items must be in brand new condition, unopened, unused/unworn, unwashed, with all original tags and their original packaging intact to be eligible for compensation.

– All returns must first be approved by our Customer Service Team, if approved, you will be provided with return or refund.
-Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit we will not be responsible in such cases. Therefore we recommend adding insurance to your returned package to secure its safekeeping.
-All returns must be shipped via Postal Service, returns shipped via other services will incur taxes, brokerage fees and/or duties which will be deducted from the credit/refund you will receive. Returned items must be declared as “Returned Goods” in the customs section of the return label. Furthermore returns that are not properly declared may incur additional fees.
• Please note: The taxes, packing and postage costs are not refundable and the buyer is responsible for the costs of returning the order items.
• Please note: We are not able to refund the cost of your delivery UNLESS the item is faulty.

OUR REFUND

On receipt of the return, as long as it is sent back to us within 90 days after receiving the delivery (we do not need to receive it within this time frame, but it does need to be posted). We recommend that you procure proof of postage. The refund will be paid back by the same method the goods were paid for initially. We will issue your refund as soon as possible once we have received your returned parcel. This will be within 30 days, but usually a lot faster than that. Once we have received your return, you can expect your refund to be processed within 3-6 working days. After this the refund time will depend on the payment method. Your refund should show on your account within 5-14 working days please note that some banks or card service provider may take longer than this.
We do not issue the refund if:
• Once again please note: All returns must be agreed via email in advance. Unauthorised returns may not be returned or refunded.
• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
– Unfortunately, a refund cannot be issued until bedtimejoys.com receives the goods in question.
– Refunds will be credited back to the card used for the order. A confirmation email will be sent once your refund has been processed, and it may take up to a further 5-14 working days for your bank to process the payment. Please note that some banks or card service provider may take longer than this. This delay depends entirely on your credit card company and any intermediaries.
-PayPal refunds may take up to 48 hours to process and appear in your account.

FAULTY GOODS

All items are thoroughly checked right through the manufacturing process.

In the unlikely event that your product is faulty, we will happily refund your money as long as we receive the faulty item along with its packaging in the same physical state as when delivered within 90 days after receiving the delivery (we do not need to receive it within this time frame, but it does need to be posted) as long as you have submited a return request and received a return authorization.
If your item is faulty, please make sure that you clearly detail the issue that you’ve encountered, your order number and your preferred outcome – refund or exchange.
If we find that the item is not faulty this will be returned to you. If we find that the item is not in a faulty condition or package was opened, item will be returned to you at your expense. Bedtimejoys.com offers a 90 days replacement or refund (after receiving the delivery) policy on all faulty products. Please notify us about faulty or incorrect goods as soon as possible so we can rectify the problem quickly for you.
• Please note: The taxes, packing and postage costs are not refundable and the buyer is responsible for the costs of returning the order items.
• Please note: We are not able to refund the cost of your delivery UNLESS the item is faulty.

UNWANTED ITEMS

Please make sure that your item is unopened and unused, and ALL packaging is intact, including shrink wrapping, leaflets, instructions etc. Unfortunately, due to our strict health and hygiene regulations, we cannot refund or exchange unwanted items if they have been used or any of the original packaging is missing, opened, or broken.
Please remember to leave a note in your package stating whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible.

EXCHANGES

We will be happy to authorize a return for an exchange on any unopened product. Please note: The customer is responsible for all shipping charges including the cost to ship an exchange. For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability.

SHIPPING ERRORS

We make an error and send you something that you did not order? You of course may return the item. We will rectify the error in a timely manner and reimburse you for any shipping expense you might have incurred. Please contact us please contact [email protected] to discuss the details prior to returning any item.

BACK ORDERS

If a product ordered is out of stock at the time of shipping, we will automatically backorder it and ship at no additional shipping cost when it becomes available. You will not be charged for any backordered item until it actually ships.

CANCELLED ORDERS

You have the right to cancel your order for a full refund. Bedtimejoys.com work on a same day dispatch system, so please try, and cancel your order on the same day as ordering to avoid the inconvenience of returning your order.
Any order cancelled by the customer prior to processing will be deleted from our system without any charge. Order cancelled by the customer after it has been processed and shipped, the customer will be responsible for returning the parcel at their expense for refusing delivery. Bedtimejoys.com reserve the right to reclaim any initial postage charges incurred.

FREE SHIPPING ITEMS THAT ARE RETURNED

If an item was ordered under “Free Shipping” and is later returned for no specific reason, the original shipping charge we incurred, will be deducted from the amount refunded to your debit/credit card.
All returned items must be sent at the customer’s expense. If we have authorized a return, please ship the item back to us within 90 days of having received the authorization.
• Please note: The taxes, packing and postage costs are not refundable and the buyer is responsible for the costs of returning the order items.
• Please note: We are not able to refund the cost of your delivery UNLESS the item is faulty.
Please enclose a copy of the original invoice or email confirmation. Provide a brief description of the reason for return on the invoice and be sure that a daytime phone number is included so we can contact you if necessary. Please pack the item securely to ensure it arrives undamaged. If you have any other questions on returns, please contact [email protected]