Faulty Products – We’ve Got You Covered

At Sin City, we take pride in delivering premium adult toys, lingerie, and intimate essentials across New Zealand. Our range is carefully sourced from trusted global brands like Share Satisfaction, Satisfyer, Cosmopolitan, and Amore. However, if your product arrives faulty, we’re committed to putting it right — quickly and discreetly.

Steps to Check Before Contacting Us

If you believe your item is faulty, please first run through the following checklist:

1. Try New Batteries: Most issues arise from flat or incorrectly installed batteries.

2. Battery Orientation: Ensure that batteries are inserted correctly and the item is fully charged.

3. Remove Battery Tabs: Many items come with small paper or plastic tabs to prevent battery discharge during shipping.

4. Power Lock: Hold down the power button for 3–5 seconds, as many toys have a travel lock feature.

5. Rechargeable Toys: Fully charge rechargeable products before first use.

Contact Us If Your Product Still Isn’t Working

If the above steps don’t resolve the issue, please contact us within 7 days of receiving your order. Include the following details:

• Your order number

• A clear description of the issue

• A photo or short video of the fault (if possible)

We will assess the situation and may provide a prepaid return courier bag. If the same product is unavailable, we’ll issue store credit so you can select another product from our extensive range.

Our Returns Policy

Due to the intimate nature of our products, we are unable to accept returns for change of mind. We also cannot accept returns for opened or used toys, lingerie, lubricants, or other intimate items, unless the product is faulty.

We accept returns for:

• Faulty products

• Incorrect items received

• Issues covered under the Consumer Guarantees Act or Fair Trading Act

We do not accept returns or exchanges on:

• Opened or used toys

• Worn lingerie or apparel

• Lubricants, oils, creams, or DVDs

Exchanges are only offered if we’ve sent the wrong item or if a product is faulty under the Consumer Guarantees Act. Please refer to our sizing guides before purchasing lingerie, as we cannot exchange items due to sizing mistakes.

Canceling Your Order

If you wish to cancel your order, please contact us immediately. We can cancel orders that have not been shipped yet, but please note there is a 30% restocking fee to cover processing and transaction costs.

Warranty Policy

All Sin City products come with a 5-year warranty from the date of purchase, unless a longer warranty period is specified by the manufacturer. The warranty covers manufacturing faults but does not cover wear and tear, misuse, or lack of maintenance.

To make a warranty claim, simply contact us with:

• Your order number

• A description of the issue

• Any supporting images or videos

Discreet Returns & Packaging

Your privacy is important to us. All returns and exchanges are handled discreetly, with plain, unbranded packaging. Our return address labels do not mention Sin City, ensuring complete confidentiality.

Need Further Assistance?

We recommend contacting us if you’re unsure about a product issue. Many common problems, like locked or rechargeable toys, can be fixed quickly without needing a return. Check out our FAQ page or get in touch via email for further support.