Refund & Returns
1-year Lelo warranty on all products purchased from JoujouLuxe.com.au
LELO personal massagers come with a 1-year Worldwide Manufacturing Warranty, and 10-year Quality Guarantee. Should you be dissatisfied with the quality of any item due to manufacturing defects, we will happily replace or refund your purchase once the item has been inspected.
LELO warrants this pleasure object for a period of ONE (1) YEAR, after the date of original purchase, against defects due to faulty workmanship or materials. If you discover a defect and notify LELO during the warranty period, LELO will, at its discretion, replace the pleasure object free of charge.
The warranty covers working parts that affect the function of the pleasure object. It does NOT cover cosmetic deterioration caused by fair wear and tear or damage caused by accident, misuse or neglect. Any attempt to open or take apart the pleasure object (or its accessories) will void the warranty.
For faulty products, we offer a 1-year product guarantee, from the date you receive your product. We do not offer a satisfaction guarantee on any of our products, however we do stay true to our exceptional level of customer service, we will always aim to keep all our customers happy and satisfied with their purchase.
If your product is found to be faulty, it will be replaced with an identical product. If we are unable to replace your product, we will offer you the option of choosing another product of the same value.
Please note: Standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.
*Due to health & hygiene reasons, we are unable to offer a return on used or 'change of mind' pleasure objects.
Returns Contact Information
(IMPORTANT - Please contact us to receive a RA Number (Return Authorisation number) and further return instructions before sending your product.
C/O – Returns Department
15 Cochranes Road
Moorabbin 3189, Victoria, Australia
Ph: 1300 135 955
When returning your product, please make sure you provide the following details:
- Your full name
- Your order number
- Reason why you are returning the product
- Your instructions informing us how you would like the issue resolved.
- Original order confirmation or invoice you received with your product
- Contact phone number if not provided previously
This will help us to quickly resolve the issue, should we need to contact you.