RETURNS & REFUNDS POLICY

Built for clarity. Grounded in hygiene, safety, and respect.

At JockTribe, we design products for real bodies, real pleasure, and reliable performance. This page explains what to do if your order arrives with a problem, develops a confirmed defect, or needs to be returned unopened.

For shipping, delivery, refused packages, and other order-related terms, please review our Shipping & Sales Policy.

1. Before You Order — Choose With Confidence

Please review the model, color, dimensions, and selected options carefully before placing your order.

Not sure which product is right for you? Explore our Product Size Guide or email us at service@jocktribe.com. We’ll be happy to help you compare sizes and choose with greater confidence.

Please note that size preference is personal. A product being larger, smaller, firmer, or softer than expected is not considered a manufacturing defect when its specifications were accurately provided on the product page.

2.Delivery and Arrival Issues

Please inspect your order after delivery and contact us within 14 days if:

You received the wrong item
The product arrived damaged
The product has a visible manufacturing defect
An item is missing from your order
Your package has not arrived after the estimated delivery period

For delivery-related issues, please include your order number and any available tracking information.

Unboxing Evidence

We recommend recording a short unboxing video showing:

The sealed package
The opening process
The product and packaging condition

An unboxing video is helpful but not mandatory. Clear photos, videos, or other reasonable evidence may also be used depending on the issue.

If a problem cannot reasonably be shown in a photo or video, contact us and we will discuss other suitable ways to review it.

Once an arrival issue is confirmed, we will arrange an appropriate solution, which may include a replacement, refund, or return instructions.

Do not send an item back before contacting us.

3.JockTribe 60-Day Limited Warranty

JockTribe provides a voluntary 60-day limited warranty beginning on the date of delivery. This warranty covers confirmed defects in materials, workmanship, or electrical operation that occur under normal use.

Electrical and Motorized Products

If an electrical or motorized product does not work as intended, please provide a clear video showing how it behaves when operated or charged according to the product instructions. Do not open, modify, or attempt to repair the device yourself.

The warranty does not cover damage caused by:

Misuse or accidental damage
Unauthorized modifications or attempted repairs
Use beyond the product’s stated water-resistance limits
Use with an incompatible charger or power source
Improper cleaning, handling, or storage

Silicone and Non-Motorized Products

For a silicone or non-motorized product, please show the affected area clearly in your claim photos or video.

The warranty does not cover:

Intentional damage or accidental cuts
Damage caused by misuse
Normal wear and tear
Damage caused by incompatible lubricants or cleaning products
Improper cleaning or storage
Unauthorized modifications

A tear or structural issue that appears during normal use will be reviewed based on the available evidence and will not automatically be treated as misuse.

Because many JockTribe products are hand-finished, minor variations in coloring or surface detailing may occur. Variations that do not affect the product’s integrity, safety, or intended function are not generally considered manufacturing defects.

Warranty Remedies

When a warranty claim is confirmed, we will normally provide a replacement. If a replacement is unavailable or another remedy is required under applicable law, we will offer an appropriate alternative.

This 60-day limited warranty is an additional JockTribe benefit. It does not exclude, reduce, or replace any mandatory consumer rights available under applicable law.

4. Change-of-Mind Returns for Unopened Products

Eligible non-customized products may be returned within 14 days of delivery if all of the following conditions are met:

The branded product box remains unopened, undamaged, and in its original condition.
The sealed clear plastic inner bag remains unopened and intact.
The product has not been used.
The return is approved by JockTribe before it is sent

Opening the outer brown shipping carton does not affect your return eligibility. However, the branded product box and the sealed clear plastic inner bag must both remain unopened, undamaged, and in their original resalable condition.

If either the branded product box or the inner hygiene seal has been opened, damaged, or altered, the product is not eligible for a change-of-mind, size preference, color preference, or personal preference return.

For voluntary change-of-mind returns, the customer is responsible for shipping costs, including the original shipping charges

Please contact service@jocktribe.com before returning anything. We will confirm whether the product is eligible and provide the correct return instructions.

Refused or undeliverable packages are handled under our Shipping & Sales Policy.

5. EU Right of Withdrawal and Statutory Rights

14-Day Right of Withdrawal

Where European Union consumer withdrawal rules apply, you may withdraw from an eligible online purchase within 14 days of delivery without giving a reason.

To exercise this right, send us a clear statement before the withdrawal period expires:

Email: service@jocktribe.com
Suggested subject: Withdrawal Request – Order #[your order number]

For faster processing, please include your name, order number, delivery date, and the item or items concerned. The suggested subject line and information are helpful but are not conditions for exercising your right of withdrawal.

You may also use the following wording:

I hereby notify JockTribe that I wish to withdraw from the purchase of [item name], order #[order number], received on [delivery date].

We will confirm receipt and provide the applicable return instructions.

Unless we agree to collect the goods, eligible items must be sent back within 14 days after you notify us of your decision to withdraw.

You are responsible for the direct cost of returning an eligible item if you were informed of this responsibility before purchase. This does not apply where the item is incorrect, defective, or damaged and JockTribe is responsible for the return.

For an eligible withdrawal, we will reimburse the applicable payments, including the cost of our least expensive standard delivery option. Additional costs resulting from a more expensive delivery method selected by you are not refundable.

The reimbursement will be made to the original payment method. Where permitted by law, we may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Exceptions to the Right of Withdrawal

Where the relevant exceptions apply, the right of withdrawal does not cover:

Products made to your specifications or clearly personalized for you
Sealed intimate products whose clear plastic inner hygiene seal has been opened after delivery and which are no longer suitable for return for genuine health or hygiene reasons

Opening only the shipping box or branded product box does not break the hygiene seal.

The hygiene restriction applies only to change-of-mind returns. It does not prevent us from reviewing an incorrect item, shipping damage, or a manufacturing defect after the product has been opened.

EU Legal Guarantee

Where EU law applies(EU Directive 2011/83/EU), consumers may also have a minimum two-year legal guarantee of conformity for goods that are faulty, do not match their description, or do not function as reasonably expected.

JockTribe’s voluntary 60-day limited warranty is separate from and does not reduce these statutory rights.

6. EU Right of Withdrawal

Custom-made and personalized products are created specifically for the customer and are not eligible for change-of-mind returns or exchanges.
Where applicable, products made to the customer’s specifications or clearly personalized may also be excluded from the right of withdrawal.

This does not affect claims involving:

An incorrect custom product
Shipping damage
A confirmed manufacturing defect
Any mandatory consumer rights available under applicable law

If a custom-made product arrives with a problem, contact service@jocktribe.com within the applicable claim period.

7. Custom-Made Products

Email service@jocktribe.com and include:

Your order number
The product name
A clear description of the issue or reason for the request
Relevant photos or video, where appropriate
Photos of the packaging if the issue involves shipping damage, a wrong item, or a missing item

We will review the information and let you know whether additional evidence is needed.

Please do not return a product without contacting us first. An unannounced return may be sent to the wrong location and may delay the review or refund process.

Opening or using a product does not prevent us from reviewing a wrong item, shipping damage, or a genuine manufacturing defect.

8. Refunds and Processing Times

Once a refund has been approved, it will be issued to the original payment method used at checkout.
For an approved return, the refund will normally be issued after the returned item has been received and its eligibility has been confirmed. EU withdrawal refunds are handled according to the timelines and requirements explained in Section 5.
Estimated processing times after JockTribe issues the refund are:

Credit or debit card: 5–10 business days
PayPal: 5–7 business days

Processing times may vary depending on your bank or payment provider.

If the refund does not appear after the expected timeframe, contact service@jocktribe.com. Where available, we will provide a refund reference number that you can share with your bank or payment provider.

Our Commitment to You

We stand for:

Straight answers
Responsive support
Respect for your privacy
Zero judgment
Fair review of genuine product issues

Clear rules protect everyone, but genuine product problems will always receive our attention.

If you need help with a return, refund, or warranty claim, email service@jocktribe.com.