If you wish to cancel an order, please contact Customer Service. Customer Service representatives are available by phone from 9.00 – 17.00 (GMT) Monday through Friday. You must get a return authorization number before returning any item.

Any defective item will be replaced with an identical working item, or can be exchanged for store credit to select an alternate item if we do not have a working replacement item in stock. Shipping charges are waived on any replacement items.

Before sending any item back to janusworldwide.com, please contact Customer Service within 60 days of purchase to start the exchange process and obtain a return authorization number (RA#).

Defective toys and intimate apparel
Defective toys and intimate apparel will be replaced with identical working items, or can be exchanged for store credit if we do not have a replacement in stock. To protect the health of our employees and our customers, we do not accept returns of any toys or intimate apparel. Please contact customer service within 60 days of purchase to start the replacement process.

Defective DVDs
Many DVDs can be played on a computer, or in a DVD-R drive, but play of the movie is not generally guaranteed by the manufacturer, unless specifically noted on the product page at www.janusworldwide.com. To determine if a DVD is defective, we request you try to view the movie on a standard DVD player. Because of the rapidly changing technology in DVD production, recent-model DVD players (less than two years old) are most likely to successfully play the movie for you.

It is our experience that at times DVDs reported as defective are actually simply incompatible with the viewer’s DVD player. However, we will happily honor the defective product policy and exchange the DVD with a replacement. Before sending the replacement DVD, we will open and test the title for you, to ensure that it plays on a standard DVD player.

Incorrect Item Shipped
Our shipping department does an excellent job shipping the correct items to our customers, but with so many products and studios releasing movies with similar titles, some mistakes can occur!

If there is a mistake in the item shipped to you, please let us know so we can replace it for you. Before sending any item back to janusworldwide.com please contact Customer Service within 60 days of purchase, to start the exchange process and  obtain a return authorization number (RA#).

Incorrect Format Ordered
We offer titles in various formats including Windows Media Player Streaming, Windows Media Player Download, DivX Download, and DVD.

Unless the product description states otherwise, DVDs have no regional coding and can be viewed anywhere in the world.

If you have mistakenly ordered a title in the incorrect format, we will exchange the unopened title for the correct format, where available, or offer a store credit to allow you to choose an alternate title.

Before sending any item back to janusworldwide.com, please contact Customer Service within 60 days of purchase to start the exchange process and obtain a return authorization number (RA#).

Incorrect Size Ordered
We will replace apparel with an alternate size if the apparel has not been worn, and is still in a sellable state. To protect the health of our employees and customers, we cannot exchange toys or intimate apparel (such as lingerie, thongs, massagers, etc.)

Content Dissatisfaction
Individual tastes and interests vary, which makes it difficult for janusworldwide.com to ensure your personal satisfaction with the content of the titles you select. We endeavor to provide complete and accurate information on the website about each title we carry, including the cover and back images, and information from the studio.

If you believe that the information on the website misrepresents the title you purchased, we would like to know about it. We will happily update the information on our website and provide an exchange for an alternate title.

Before sending any item back to janusworldwide.com, please contact Customer Service within 60 days of purchase to report the issue, start the exchange process and obtain a return authorization number (RA#). The return process should be started within 60 days of the original purchase.

Change of Mind
janusworldwide.com’s sales are final. Items purchased, once opened, may not be returned or exchanged, unless they are defective.

Before sending any defective item back to janusworldwide.com, please contact Customer Service within 60 days of purchase to start the exchange process and obtain a return authorization number (RA#.) The exchange process must be started within 60 days of the original purchase.

Store Credit
All store credit expires after 1 year of no purchase activity.