1. What do I do if my toy isn’t turning on?
   Before contacting us, try the following steps:

• Insert new batteries (many toys ship without them).
• Check that batteries are inserted correctly.
• Fully charge rechargeable toys before first use.
• Press and hold the power button for 3–5 seconds—many toys come with a travel lock.
• Look for and remove battery tabs (small paper or plastic circles).

If the toy still doesn’t work, contact us with your order number, a description of the issue, and a photo or video if possible.

2. What is Sin City’s return policy?
   We accept returns for:

• Faulty or damaged items
• Incorrect items received
• Issues covered under the Consumer Guarantees Act or Fair Trading Act

We do not accept returns for:

• Change of mind
• Opened or used toys
• Worn lingerie or apparel
• Lubricants, oils, or creams
• DVDs or printed media

Due to hygiene reasons, all returned items are safely disposed of and never resold.

3. Can I exchange my item for a different size or colour?
   Exchanges are only accepted if we’ve sent the wrong item or if your item is faulty.
   We do not offer exchanges for incorrect sizing or colour preference. Please refer to our sizing guides before purchasing lingerie or apparel.
4. Can I cancel my order?
   Yes—but only if your order hasn’t shipped yet. A 30% cancellation fee applies to all cancelled orders to cover handling and transaction costs.

If your order has already shipped, we are unable to cancel it.

5. Why is there a cancellation fee?
   Every order costs us time and resources to process. The cancellation fee helps cover these costs. We encourage customers to reach out before ordering if they’re unsure about any product—we’re happy to help!
6. How long does the warranty last?
   Our standard product warranty is 5-years from the date of purchase.
   If the manufacturer offers a longer warranty, that will apply.

The warranty covers:

• Faults caused by manufacturing defects

It does not cover:

• General wear and tear
• Misuse or accidental damage
• Lack of proper maintenance or charging

7. How do I make a warranty claim?
   Contact our team:

• Your order number
• Description of the issue
• Photo or video (if available)

We’ll assess whether your item can be repaired, replaced, or if we should issue a store credit.

8. Will I have to pay to return a faulty product?
   No. If your item is deemed faulty, we’ll send you a prepaid courier return bag and handle the shipping costs.
9. How discreet is your packaging?
   All Sin City orders are shipped in plain, unbranded packaging. Our return labels don’t reference Sin City either—your privacy is always protected.
10. Can I return a product if I just changed my mind?
    No. Due to the intimate nature of our products, we cannot accept returns for change of mind under any circumstance. This includes items that are unopened.
11. How long does it take to process a return or warranty claim?
    Once we receive your returned item, we’ll assess it within 2–5 business days.
    We’ll then arrange a repair, replacement, or issue a store credit or refund (if eligible).
12. Still have questions?
    We’re here to help.
    Get in touch via sincityltd@outlook.com, or visit us at 58 Edinburgh Street, Pukekohe. You can also browse our Toy Troubleshooting Guide (coming soon) for quick fixes and tips.