Refund policy

Last updated: September 23, 2026

Because of the personal nature of our products, we have strict hygiene rules on returns. Please read this policy carefully before placing your order.

RETURNS
We accept returns only on items that are unopened, unused and in their original sealed packaging, in the same condition you received them.

To request a return, email us at info@justcoolthing.com within 72 hours of delivery. If your return is approved, we'll send you instructions on how and where to send your package. Items must be shipped back within 72 hours of receiving our instructions. Items sent back without an approved return request will not be accepted.

Return shipping costs are paid by the customer.

ITEMS WE CANNOT REFUND
For hygiene reasons, we cannot accept returns or issue refunds for:

• Opened or used items
• Items that don't meet your personal expectations
• Items that don't fit (too big or too small). Please check the product size before ordering.

DAMAGED, DEFECTIVE OR WRONG ITEMS
Please inspect your order as soon as you receive it. If an item is damaged, defective or incorrect, email us at info@justcoolthing.com within 72 hours of delivery, including your order number and a clear video showing the issue. Claims submitted after 72 hours or without video evidence will not be accepted.

All claims are reviewed individually, and replacements are issued at our discretion based on the evidence provided. We may decline claims where the evidence is insufficient, where the damage results from misuse, water exposure or improper care, or where we suspect fraud or abuse of this policy.

We recommend using a suitable lubricant with all our products.

90-DAY WARRANTY
All our items are covered by a 90-day warranty against manufacturing defects. If your item stops working within 90 days of delivery, email us at info@justcoolthing.com with your order number and a video showing the issue. If the claim is approved, we'll send you a replacement.

The warranty covers manufacturing defects only and does not cover damage caused by misuse, water exposure, drops, improper charging or normal wear. The warranty provides a replacement only, not a refund. Replacement items are not covered by a new warranty period.

REFUNDS
Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method. Please allow some time for your bank or card issuer to process and post the refund.

Original shipping fees are non-refundable.

ORDER CANCELLATIONS AND CHANGES
Due to the nature of our products, all sales are final. Orders cannot be cancelled or modified for a change of mind once placed, including before shipment.

Need to change your shipping address? Email us at info@justcoolthing.com by 11:59 PM on the same day you placed your order.

DISCOUNT CODES
Discount codes cannot be combined.

SHIPPING ADDRESS, DELIVERED AND LOST PACKAGES
Please make sure your shipping address is complete and accurate when you place your order, including apartment number and recipient name. Your shipping label will be printed exactly as you enter it, and we cannot be held responsible for errors in the address provided.

• Packages delivered to an incorrect or incomplete address, marked as undeliverable, or returned to sender are not eligible for a free replacement or refund.
• If a package is returned to our warehouse because of an incorrect or incomplete address, we can reship it at the customer's expense: $10 for one item, $18 for more than one item.
• Packages marked as delivered by the carrier are not eligible for a refund or replacement. If your tracking shows delivered but you haven't received your package, please check with neighbors and contact your local carrier (e.g. USPS).
• Packages lost in transit are refunded only when shipped with Premium Insured Shipping. See our Shipping Policy at https://justcoolthing.com/policies/shipping-policy for details.

CONTACT
For any question about returns or refunds, email us at info@justcoolthing.com.