RETURNS & REFUNDS POLICY
Built for clarity. Grounded in hygiene, safety, and respect.
At JockTribe, we craft products meant for real pleasure, real bodies, and real durability.
We keep things straightforward here. Below is everything you need to know before requesting a return or refund. For order, shipping, and delivery context, please review our full sales terms.
1. Before You Order — Choose With Confidence
Our products aren’t impulse buys. They’re serious gear built to perform.
Before checking out, double-check:
- Model
- Color
- Size / firmness
- Any custom options
Not sure?
Explore our product size guides or reach out to us anytime.
Reach out to us anytime → service@jocktribe.com
We’ll help you choose the right piece of equipment.
2. When Your Package Arrives — Inspect Immediately
When your order shows up, take a moment to inspect it.
We strongly recommend recording a quick unboxing video:
- Show the sealed package
- Opening process
- Condition of the product inside
This isn’t mandatory, but it helps us resolve claims fast if anything isn’t right.
If there’s an issue, contact us within 60 days of delivery with photos or video.
We assist with:
- Wrong item received
- Product damaged upon arrival
- Package lost / never delivered
3. Coverage for Electrical / Motorized Products
Electrical items include a 30-day warranty.
If yours arrives defective:
Please send:
- A brief description of the issue
- A clear video showing:
- You press and hold the power button for 3 seconds
- You press again to attempt activation
- The product fails to respond
This allows us to diagnose quickly and take action immediately.
4. Coverage for Non-Electrical Items
For silicone or non-motorized items, condition must be verified upon opening.
A clear unboxing video helps confirm any damage that occurred during shipment.
Provide:
- Video of the sealed package
- Full opening process
- Product condition inside
- Clear evidence = fast resolution.
5. Change of Mind — If You Don’t Bond With the Product
We get it. Sometimes the vibe isn’t there.
A return is possible ONLY if:
- The product is unopened
- Still sealed in original packaging
- Unused
- Requested within 60 days
Return shipping + any reshipping costs = customer responsibility.
This includes refused or undeliverable packages.
Once opened, it cannot be returned for hygiene reasons. This policy is part of our hygiene and safety standards.
(See ISO section below.)
6. EU Right of Withdrawal
For customers in the European Union
Under EU Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, provided the product remains unopened and in its original sealed packaging.
Exemptions — Loss of withdrawal right
The right of withdrawal does not apply to:
- Products with hygiene seals that have been opened or unsealed after delivery, in accordance with Article 16(e) of EU Directive 2011/83/EU
- Custom-made products (see Section 7)
How to exercise your right of withdrawal
To initiate a withdrawal, contact us within 14 days of delivery:
- 📧 service@jocktribe.com
- Subject line: "Withdrawal Request – Order #[your order number]"
- Include: your name, order number, and item(s) you wish to withdraw
Please note: Return shipping costs are the customer's responsibility. Upon receiving your withdrawal request, we will confirm receipt by email within 2 business days.
7. Custom-Made Products
Custom builds = no returns, no exchanges.
Since they’re created specifically for you, they fall outside the right of withdrawal.
If a custom item arrives with a clear manufacturing defect, contact us immediately with evidence and we’ll take care of it.
8. Hygiene, Safety & International Standards (ISO 3533:2021)
This exemption is recognized under EU Directive 2011/83/EU Article 16(e)."
Where it gets serious — and where we stay non-negotiable.
For your safety and in compliance with the ISO 3533:2021 international standard for intimate products, any item designed for direct intimate contact cannot be returned once opened, unsealed, or used. This applies to all intimate products offered by JockTribe.
This rule exists to prevent contamination risks, including exposure to bacteria such as E. coli, salmonella, and other pathogens that can develop on porous or improperly handled materials.
👉 Because of this, opened or used intimate items are not eligible for return or refund unless a defect is reported immediately upon delivery.
9. What We Cannot Accept (Strict Rules)
To keep everyone safe, the following cannot be accepted:
- Opened, used, or unsealed intimate products
- Unauthorized returns (never send items back without contacting us first)
- Custom-made products
- Damage caused by misuse or improper handling
Any unauthorized return will be rejected.
This is an industry standard and protects every member of the Tribe.
10. Refunds — How They Work
If your refund request is approved:
- It will be issued to the same payment method used at checkout.
- Processing times:
- Credit / debit card: 5–10 business days
- PayPal: 5–7 business days
If the refund doesn’t appear after the standard timeframe, contact us — we’ll provide a reference number for your bank.
11. Our Commitment to You
We stand for:
- Straight answers
- Quick support
- Respect for your privacy
- Zero judgment
- Products built for real performance
We’re here to make things clear, fair, and safe — every time.
To exercise your EU right of withdrawal, see Section 6 above.
If you need help, the Tribe listens. You may also review our privacy and data handling practices.
→ service@jocktribe.com
