Refund policy

Returns & Refund Policy

At MuteJoy, we want every order to feel private, comfortable, and supported from start to finish. Because we sell intimate wellness products, our return and refund policy is designed to protect customer hygiene, safety, and privacy while still giving you clear support if something arrives damaged, defective, or incorrect.

Please read the policy below before placing your order. If you are unsure which product is right for your space, sound needs, comfort level, or travel plans, we are happy to help before you buy.

Returns on Unopened Products

We can accept returns on eligible products that are:

• Unused
• Unopened
• In their original sealed packaging
• In the same condition as received
• Requested within 14 days of delivery

For hygiene and safety reasons, intimate wellness products cannot be returned once they have been opened, used, tested, removed from sealed packaging, or handled in a way that makes them no longer resellable.

This policy helps protect every customer who shops with MuteJoy.

How to Request a Return

To request a return, please contact us with:

• Your order number
• The item you would like to return
• The reason for the return

If your return is approved, we will send you return instructions and an RMA number.

Please do not send items back before contacting us. Returns sent without approval may not be accepted.

Return Shipping

For approved returns, return shipping costs are paid by the customer.

We recommend using a trackable shipping service so you can confirm when your return arrives. MuteJoy is not responsible for return packages that are lost, delayed, or not received.

Original shipping charges are non refundable unless the return is due to an error on our side, such as an incorrect item being sent.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can help as quickly as possible.

Please include:

• Your order number
• A short description of the issue
• Clear photos of the product, packaging, and shipping box if applicable

We know this can be frustrating, and we will do our best to make the process simple and discreet.

Manufacturer Warranty Support

All products sold by MuteJoy are covered by the manufacturer’s warranty.

If your product has a confirmed defect, we will help guide you through the warranty process and work with the manufacturer to resolve the issue. When eligible under the manufacturer’s warranty, this usually means that you will receive a replacement product.

Please keep the product, packaging, charger, accessories, and any included materials until your request has been reviewed, as these may be needed for the warranty claim.

Non-Returnable Items

For hygiene, safety, and privacy reasons, we cannot accept returns for:

• Opened intimate wellness products
• Used products
• Products removed from sealed packaging
• Items without original packaging
• Items not in original condition
• Gift cards
• Final sale items, if marked as final sale
• Items returned without approval

Refunds

Once we receive and inspect an approved return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow time for your bank, credit card company, or payment provider to process the refund.

Exchanges

Because our products are intimate wellness items, we do not offer standard exchanges.

If your item arrives damaged, defective, or incorrect, please contact us. We will help with the best available solution, which may include warranty support, a replacement product, store credit, or a refund, depending on the situation.

Discreet Return Handling

Your privacy matters to us. If a return is approved, we will provide return instructions designed to keep the process as simple and discreet as possible.

Need Help Before Ordering?

MuteJoy is built to help shoppers choose with less guesswork.

If you are comparing quiet vibrators, discreet toys for roommates, options for thin walls, first time friendly picks, under blankets use, or travel friendly vibrators, please contact us before ordering. We are happy to help you choose the product that best fits your situation.

Contact

For returns, refunds, damaged items, defective products, or warranty support, please click here.

This policy does not limit any rights you may have under applicable law.