Returns, Warranty & Refunds

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Clear, Simple, and Customer-Focused

At SELOVE, we believe your shopping experience should feel safe, transparent, and reassuring from start to finish.
Our return and warranty policies are designed to support you after your purchase while maintaining strict hygiene standards for all customers.

Below is a clear overview of how returns, refunds, and warranty support work.

1. Returns for Online Orders

We accept eligible returns within 60 days from the purchase date, subject to the conditions below.

Return Conditions

  • Unused and unopened items only – Products that have been opened, used, worn, damaged, or returned without original packaging and tags cannot be accepted.
  • Original packaging required: please return the item with its original box and accessories.
  • Hygiene policy – Due to the intimate nature of our products, we cannot accept items that show signs of use.

Exchanges

For hygiene and safety reasons, we’re unable to offer direct product exchanges. If your item was not the right fit, please reach out to our sales team and share your experience. In some cases, we may be able to provide a special discount code toward a future order.

Refund Processing

Once the returned item has been received and inspected, refunds will typically be issued to the original payment method within 7–10 business days.

Warranty Coverage

All SELOVE products include a 2-year warranty covering manufacturing defects.
If a defect occurs under normal use, our support team may provide a replacement within the warranty period after verification.
To confirm your SELOVE product’s authenticity and activate your 2-year warranty, please register your device using the unique serial number provided on the warranty card included in your package. Registration allows us to verify the authenticity of your product and ensures you can access full warranty support.

You can register your device in seconds by visiting www.selovejoy.com/register-device/ or by scanning the QR code included with your packaging.

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Registering your product also helps our support team assist you more quickly and ensures your warranty coverage is properly recorded.

2. Non-Returnable or Final Sale Items

Certain products are not eligible for returns or refunds.

These include:

  • Products marked “Final Sale” on the product page
  • Accessories
  • Custom or special drawing orders
  • Discounted or clearance items

Please review product details carefully before placing your order.

3. International Orders & Shipping Issues

Shipping Address Accuracy

Please ensure that your shipping address is entered correctly at checkout.
For security reasons, shipping addresses cannot be changed once the order has been dispatched.

Lost, Stolen, or Damaged Deliveries

If your package arrives damaged, is missing, or appears to be lost in transit:

  • Contact our support team within 24 hours of delivery
  • Email: support@selovejoy.com

If your tracking information shows no movement for more than 3 days, please contact us so we can investigate with the carrier.

Please note that carrier investigations do not guarantee reimbursement if the shipping provider confirms successful delivery to the provided address.

4. How to Request a Return or Warranty Service

To start a return or warranty request, please contact us at:

support@selovejoy.com

To help our team process your request quickly, please include the following information in your email:

  1. Full Name
    The name used when placing the order.
  2. Order Number
    • Website orders: 5-digit order number (example: #12345)
    • Marketplace purchases: screenshot, receipt, or order confirmation.
  3. Purchase Location
    Store name and city, or a link to the product page if purchased online.
  4. Purchase Date
    The date the order was placed.
  5. Product Name
    The exact name listed on the packaging (for example: Vela, Thrusty, TouchBend).
  6. Description of the Issue
    A short explanation of the problem.
  7. Photo or Video Evidence
    Please include at least one image or video showing the condition of the product.
  8. Serial Number
    The serial number is printed on the warranty card. 

Need Assistance?

If you need help with your order or product, our support team is here to assist you.

You can begin your request through our Warranty & After-Sales Support page or contact us directly at support@selovejoy.com.