Faulty Products – We’ve Got You Covered

At Sin City, we take pride in delivering premium sex toys, lingerie, and intimate essentials across New Zealand. Every product is carefully sourced from trusted global brands like Share Satisfaction, Satisfyer, Cosmopolitan, and Amore. However, if your product arrives faulty, we’ll put it right—fast.

If you believe your item is faulty, please run through this quick checklist before getting in touch:

• Try new batteries. Most issues are caused by incorrect battery installation or flat batteries.
• Ensure batteries are inserted the right way and the item is fully charged.
• Remove any paper or plastic battery tabs.
• Hold down the power button for 3–5 seconds, as many toys have a travel lock.
• If the item is rechargeable, give it a full charge before first use.

If you’ve tried all of the above and your item still doesn’t work, contact us within 7 days of receiving your order. Include the following details:

• Your order number
• A clear description of the issue
• If possible, a photo or short video of the fault

We’ll assess the situation and may send you a prepaid return courier bag. If the same product is unavailable, we’ll issue a store credit for use on any product from our range of adult toys, couple toys, or lingerie.

Please note: Faulty items are never resold. All returned products are sent to the manufacturer for analysis and replacement.

Our Returns Policy

Due to the intimate nature of our products, we cannot accept returns for change of mind. For hygiene and safety, used or opened toys, lingerie, and lubricants cannot be returned unless faulty.

We do accept returns for issues covered under the Consumer Guarantees Act or Fair Trading Act, such as manufacturing faults or if the wrong item was sent.

We do not accept returns or exchanges on:

• Items that have been opened or used
• Lingerie that has been worn or tried on
• Lubricants, massage oils, or creams
• DVDs or printed media

We also do not on-sell any returned products. All returned items are safely disposed of.

Exchanges

Exchanges are only available if you received the incorrect item or if the item qualifies under the Consumer Guarantees Act.

Please read sizing guides carefully before purchasing lingerie, as we cannot exchange items due to incorrect sizing.

Cancelling Your Order

If you wish to cancel your order, contact us immediately. Orders that have not been dispatched may be cancelled, subject to a 30% restocking fee. This helps cover time and transaction costs associated with cancellations.

Shipping charges will be refunded if the order has not left our warehouse. If your order has already shipped, we are unable to cancel it.

Why the cancellation fee?

Every order involves processing time and resources. We encourage customers to reach out with any questions before placing an order—our friendly team is here to help.

Warranty Policy

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

If your product is eligible for warranty:

• We will first attempt to repair the item
• If repair isn’t possible, we’ll replace it
• If replacement is unavailable, we’ll offer a store credit or refund

To claim a warranty, please contact us with your order number, description of the fault, and any supporting images or video.

Discreet Returns & Packaging

Your privacy is our priority. All returns and exchanges are handled discreetly. Our packaging is plain and unbranded, and our return address label does not mention Sin City.

Additional Support Before You Return

We recommend contacting us via email if you’re unsure about an issue. Many common problems can be solved without a return, especially with rechargeable or locked toys.

We’re happy to help you troubleshoot so you can start enjoying your new toy as soon as possible.

Refer to our FAQ’s page for more information