Refund policy
MyJoyToys Ltd
Returns, Refunds & Delivery Policy
MyJoyToys Ltd
5 Braydon Square
Stepney Green
London
E1 0SG
United Kingdom
Email: info@myjoytoys.co.uk
Effective date: 12 August 2026
Returns & Refunds Policy
At MyJoyToys, we are committed to providing our customers with a safe, respectful and satisfactory shopping experience.
Because some of the products we sell are intimate or intended for personal use, additional hygiene considerations apply to certain products. At the same time, nothing in this policy is intended to remove or restrict any rights you have under UK consumer law.
This policy explains how to request a return, what happens when an item is faulty or damaged, and how refunds are processed.
1. Your Statutory Consumer Rights
When you purchase goods from MyJoyToys as a consumer, you have legal rights under UK consumer law.
These rights apply separately from any additional guarantee or returns policy we may offer.
Nothing in this policy affects your statutory rights.
For example, goods should be:
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of satisfactory quality;
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fit for their intended purpose; and
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as described.
Where goods are faulty, defective, not as described or otherwise fail to meet the requirements of consumer law, you may have rights to a repair, replacement, refund or other remedy depending on the circumstances and when the problem is identified.
For many faulty goods, the law provides a short-term right to reject within 30 days, subject to the applicable legal requirements. After this period, repair or replacement may apply, with further remedies available where the legal requirements are met.
A manufacturer's or supplier's guarantee does not replace your statutory rights.
2. Change-of-Mind Returns for Online Orders
If you purchase goods from MyJoyToys online, you generally have a statutory right to cancel your order without giving a reason.
You must notify us that you wish to cancel within 14 days of receiving your goods.
Once you have notified us of your cancellation, you generally have a further 14 days to return the goods to us.
This statutory cancellation right applies subject to the legal exceptions described below, including certain sealed goods that cannot be returned for health or hygiene reasons once their seal has been broken.
3. Conditions for Change-of-Mind Returns
Where a product is eligible for a change-of-mind return, it should be returned:
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unused;
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in its original condition;
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in its original packaging where reasonably possible;
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with all original seals intact where applicable;
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with any accessories, instructions and components supplied with the product; and
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in a condition that allows us to determine whether it has been handled beyond what would reasonably be permitted when examining goods in a shop.
Customers are entitled to handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality.
However, if goods are handled beyond what is reasonably necessary and their value has been reduced as a result, we may be entitled to make a deduction from the refund in accordance with applicable consumer law.
4. Intimate & Hygiene-Sensitive Products
Because many MyJoyToys products are intimate or intended for personal use, certain products may be excluded from the statutory change-of-mind cancellation right once their protective seal has been broken.
This applies where goods have been sealed for health or hygiene reasons and become unsuitable for return once opened.
Examples may include certain intimate products, personal-use products and other items supplied with a hygiene seal.
Where a product is supplied sealed for health or hygiene reasons:
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the seal must remain intact for a change-of-mind return;
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if the seal has been opened, the product may no longer be eligible for a change-of-mind refund;
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this does not affect your statutory rights if the product is faulty, defective, not as described or otherwise fails to comply with consumer law.
We will identify relevant hygiene restrictions on product pages wherever appropriate.
5. Clothing & Lingerie
Clothing and lingerie are not automatically excluded from returns simply because they are clothing or intimate apparel.
Where a product is eligible for a change-of-mind return, it must be returned in an unused and resalable condition, subject to any applicable hygiene restrictions and statutory exceptions.
For hygiene-sensitive garments, any protective hygiene seal, gusset protection or other hygiene feature should remain intact where applicable.
If an item is faulty, damaged or not as described, please contact us regardless of whether it is normally eligible for a change-of-mind return.
6. How to Request a Return
Please contact MyJoyToys before sending anything back.
Email:
Please include:
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your full name;
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order number;
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the product you wish to return;
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the reason for the return;
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photographs where relevant; and
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any other information we reasonably request to assess the return.
We will provide you with the appropriate return instructions.
Please do not send a return to an address obtained from another source or send goods back without contacting us first.
This is particularly important for orders fulfilled through our dropship fulfilment partners, as different return arrangements may apply.
7. Return Authorisation
Where appropriate, MyJoyToys may issue a return reference or return authorisation number.
If we provide you with a return reference, please include it with your return or clearly identify it as instructed by our customer service team.
This allows us to identify and process your return efficiently.
8. Return Postage for Change-of-Mind Returns
Where you are exercising your statutory right to cancel an online order because you have changed your mind, you are generally responsible for the direct cost of returning the goods unless we have agreed otherwise or the law requires us to pay those costs.
We recommend using a tracked postal service and keeping proof of postage.
If goods are faulty, damaged, incorrect or otherwise do not conform to your contract with us, different rules may apply and we will explain the appropriate return arrangements when you contact us.
9. Faulty or Defective Products
If you believe your product is faulty or defective, please contact us as soon as possible.
Please do not dispose of the product unless we have specifically instructed you to do so.
We may ask for reasonable information or evidence to help us understand the problem. Depending on the nature of the fault, this may include:
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photographs;
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a description of the problem;
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information about how the product was used;
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charging or battery information; or
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a short video demonstrating the fault.
A video or other evidence may help us investigate a fault efficiently, but your statutory consumer rights are not removed simply because you cannot provide a particular type of evidence.
We may need to inspect the product or liaise with the manufacturer or fulfilment supplier before determining the appropriate remedy.
10. Faulty Goods Within 30 Days
If goods are faulty or otherwise fail to meet the requirements of consumer law within the applicable short-term statutory period, you may have the legal right to reject the goods and receive a refund, subject to the circumstances and requirements of the law.
We will assess your circumstances and provide the remedy required by applicable consumer law.
11. Faulty Goods After 30 Days
If a fault develops after the initial 30-day period, you may still have statutory rights.
Depending on the circumstances, we may be required to offer a repair or replacement.
If a repair or replacement is not possible, is unsuccessful, cannot be provided within a reasonable time or would cause significant inconvenience, you may have further rights to a price reduction or refund.
The precise remedy will depend on the circumstances and applicable consumer law.
12. Additional One-Year Supplier Guarantee
Some products supplied through our fulfilment partners are covered by an additional one-year product guarantee against faults.
Where applicable, this additional guarantee may allow us to obtain a replacement, refund or account credit from our supplier.
This supplier arrangement is separate from your statutory rights as a MyJoyToys customer.
Your legal rights are not limited to the duration or terms of a supplier or manufacturer's guarantee.
13. Fault Investigation & Supplier Assessment
For certain faulty products, our fulfilment supplier or manufacturer may need to assess the reported fault.
This may require:
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photographs or video evidence;
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confirmation that the product has been charged correctly or used with the appropriate batteries;
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return of the product for inspection; or
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additional information about the fault.
We will manage this process on your behalf.
You will never be required to contact our wholesale or dropship supplier directly.
MyJoyToys is your point of contact for your order.
14. Damaged Goods
If your order arrives visibly damaged, please contact us as soon as possible.
Where possible, please provide photographs showing:
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the outer packaging;
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any damage to the packaging;
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the product itself; and
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the shipping label.
We ask customers to report delivery damage within 36 hours where reasonably possible, as this allows us to raise a claim with the carrier or fulfilment provider promptly.
However, failure to report damage within 36 hours does not remove any statutory rights you may have.
15. Incorrect Items
If you receive an item that is different from the product you ordered, please contact us before returning it.
We will investigate the error and arrange the appropriate solution.
Where an incorrect item has been supplied by us or our fulfilment partner, you will not be expected to bear the cost of correcting our error.
16. Missing or Non-Delivered Orders
If your order does not arrive within the expected delivery period, please contact us so that we can investigate the delivery with the relevant carrier.
Where a carrier records an item as undelivered or returns it to our fulfilment partner, we will investigate the circumstances and determine the appropriate next step.
Depending on the circumstances, this may involve:
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arranging a replacement shipment;
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arranging a refund;
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investigating the delivery with the carrier; or
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requesting further information from you.
Any supplier-side restocking charges or shipping charges are matters between MyJoyToys and our fulfilment provider and do not automatically determine your statutory rights as a consumer.
17. Refunds
Once a return has been received and assessed, we will notify you of the outcome.
Where a refund is due, it will normally be made to the original payment method used for the purchase.
For statutory cancellation returns, refunds are generally made within 14 days of the relevant point required by law, including receipt of the returned goods or appropriate evidence of their return where applicable.
Where you exercise your statutory right to cancel, we will generally refund the cost of the standard delivery service you selected.
If you selected a more expensive delivery service, we are generally only required to refund the cost of the least expensive standard delivery option offered.
18. Refund Deductions
Where you exercise your statutory cancellation rights, we will not make arbitrary administration or restocking deductions.
However, where legally permitted, a deduction may be made where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality and their value has consequently been reduced.
No deduction will be made where the law does not permit one.
19. Items That Cannot Be Returned for Change of Mind
Certain products may not be eligible for change-of-mind cancellation once opened where the law provides an exception.
This can include goods that:
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were supplied sealed for health or hygiene reasons; and
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have had that seal broken after delivery.
This restriction does not apply to faulty, defective or incorrectly supplied goods where you have statutory rights.
20. Used Products
For hygiene reasons, products that have been used cannot normally be accepted as change-of-mind returns where the applicable hygiene exception applies.
If you believe an item is faulty, however, please contact us even if the product has been used.
A faulty-product claim is treated separately from a change-of-mind return.
21. Original Packaging
For change-of-mind returns, we ask that products are returned in their original packaging wherever reasonably possible.
Where the law gives you a statutory cancellation right, we will not use packaging requirements to unlawfully prevent you from exercising that right.
However, excessive handling or damage caused after delivery may affect the amount of any refund where the law permits a deduction.
22. Items Returned Without Prior Contact
Please contact MyJoyToys before sending goods back.
This allows us to provide the correct return instructions and ensures that your return can be identified and processed correctly.
Sending a product to an incorrect address may cause delays.
23. Dropship Orders
Some MyJoyToys orders may be fulfilled directly by one of our authorised wholesale or dropship fulfilment partners.
Where this applies:
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your contract and customer relationship remain with MyJoyToys;
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you should contact MyJoyToys about your return;
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you should not contact our supplier directly;
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we will manage any necessary supplier or manufacturer communication on your behalf;
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our supplier may require certain information or evidence from us to process a return or faulty-product claim.
Our supplier's business-to-business terms do not remove or reduce your consumer rights against MyJoyToys.
24. Return Inspection
Where a return is permitted, we may inspect the goods to determine:
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whether the correct product has been returned;
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whether the product has been used;
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whether a hygiene seal has been broken;
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whether the product is damaged;
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whether the product is faulty; and
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whether the product has been handled beyond what is reasonably necessary.
We will not use our inspection process to restrict rights that you have under applicable consumer law.
25. Refunds for Faulty or Incorrect Goods
Where a product is confirmed to be faulty, defective, incorrectly supplied or otherwise does not conform to your contract with us, we will provide the remedy required by applicable consumer law.
Depending on the circumstances, this may include:
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a refund;
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a replacement;
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a repair;
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a price reduction; or
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another appropriate remedy.
26. Return Shipping Address
Do not send a return to our registered/business address unless we specifically instruct you to do so.
Return arrangements may differ depending on the product and whether the order was fulfilled directly by MyJoyToys or through a dropship fulfilment partner.
Contact us first for the correct return instructions and return address.
27. Customer Support
If you need help with a return, refund, faulty product or delivery issue, please contact:
MyJoyToys Ltd
Email: info@myjoytoys.co.uk
Telephone: 03303 210 294
Please include your order number whenever possible.
We will work with you to resolve the matter as quickly and fairly as possible.
Delivery Information
The following delivery services and prices are currently listed by MyJoyToys:
| Service | Estimated Delivery | Cost |
|---|---|---|
| UK – Royal Mail Tracked 48 | 2–3 working days | £2.99 |
| UK – Royal Mail Tracked 24 | 1–2 working days | £4.68 |
| UK – DPD Express Next Day | 1 working day | £6.99 |
| UK – Royal Mail Overnight | 1 working day | £5.99 |
| EU – Royal Mail International | 3–7 days | £5.99 |
| Worldwide – Royal Mail International | 5–7 days | £9.99 |
Next-day delivery cut-off: 3pm Monday–Friday, excluding bank holidays.
Delivery estimates are estimates and may be affected by circumstances outside our control, including carrier delays, weather, strikes, customs procedures and other exceptional circumstances.
UK Delivery
Goods are dispatched using the delivery service selected during checkout.
Royal Mail
If you are not available when Royal Mail attempts delivery, the parcel may be held at the relevant delivery office for collection in accordance with Royal Mail's current procedures.
Estimated delivery time: 1–3 working days, depending on the service selected.
DPD
Where DPD delivery is selected, delivery is generally expected within 1–2 working days, subject to the service selected and the carrier's procedures.
If you are not available, DPD may hold the parcel for collection or arrange another delivery attempt in accordance with its current procedures.
BFPO – British Forces Post Office
Goods sent to BFPO addresses are dispatched using Royal Mail recorded/tracked services where available.
Estimated delivery time: 3–5 working days, subject to BFPO processing and delivery arrangements.
Southern Ireland
Goods are dispatched by Royal Mail recorded/tracked service where the parcel weighs less than 2kg.
For parcels over 2kg, DPD Courier International may be used.
Estimated delivery time: 3–5 working days, subject to carrier and customs requirements.
Europe
Goods are dispatched by Royal Mail recorded/tracked service where the parcel weighs less than 2kg.
For parcels over 2kg, DPD Courier International may be used.
Estimated delivery time: 3–5 working days, subject to carrier and customs requirements.
Listed delivery price: £6.99.
Rest of World
Goods are dispatched by Royal Mail recorded/tracked service where the parcel weighs less than 2kg.
For parcels over 2kg, DPD Courier International may be used.
Estimated delivery time: 3–5 working days, subject to carrier and customs requirements.
Listed delivery price: £9.99.
International delivery times may be affected by customs processing and local postal services.
Delivery Responsibility
Once an order has been dispatched, we will provide tracking information where tracking is available.
If your parcel is delayed, missing, damaged or incorrectly delivered, please contact MyJoyToys so that we can investigate the matter with the relevant carrier or fulfilment partner.
You should not be required to resolve a delivery problem directly with our wholesale or dropship supplier.
Questions About Returns or Delivery?
If you have any questions about this policy or need assistance with an order, please contact us:
MyJoyToys Ltd
5 Braydon Square
Stepney Green
London
E1 0SG
United Kingdom
Email: info@myjoytoys.co.uk
We are committed to handling returns and customer concerns fairly, respectfully and in accordance with applicable UK consumer law.
Thank you for choosing MyJoyToys.