D.VICE Guarantee
All products that we sell come with our consumer guarantee.
If you have a problem with your sex toy, we want to hear from you! Knowing what works and what does not, helps us to make decisions about what products to stock in the future. At D.VICE we are striving to provide good quality toys that give you pleasure and enjoyment AND are reliable and long lasting.
You can improve the life of your toys by keeping them clean, storing them well and for vibrators, by removing the batteries each time after using your toy. If your items does not come with specific information about using it under water, do not use it in water as it will not qualify for the warranty if there is water damage.
To qualify for the guarantee, you must have proof of purchase and the product must be within the warranty period.
What to do if you have a faulty toy
- If you have a issue and believe your toy may be faulty, we recommend following some problem solving steps to start. Check the batteries are in the correct way, replace the batteries or recharge your toy. Contact us either via email or call one of the store. The friendly staff will ask you a few questions to see if they resolve the issue.
- Return the toy to your local store, the location it was sent from or New Zealand 32/369 Adelaide Rd, Newtown, Wellington. In Australia 3/2-4 Bridge Rd, Richmond, Vic 3121.
- We will get our technicians to test your toy and get back to you within 5 working days with a solution. Provided the item is within the warranty period, and you have proof of purchase, if we find a fault with your toy, we will replace it or offer you another product of equivalent value.
- If your product is faulty, we will return it to you via courier, free of charge, if you are unable to come to a store to collect it.
Did you know that D.VICE make a range of quality sex gear? All these products are locally made in our small factory, and the D.VICE factory team have strict quality control measures. for that reason we are able to offer excellent guarantees on D.VICE made products.
Many of our suppliers do not offer manufacturing guarantees, so we carry the cost of this oursleves. An exception to this is Lelo, a Swedish designed range who offer a 12 month gurantee on all their products, the same as you get on you IPod, Mobile phone or electrical goods!
Here are the guarantee periods, worth considering when making your selection
- All D.VICE silicone dildos and butt plugs hold a 10 year guarantee against wear and tear. We don't expect you to keep the receipt on these ones - our toys are easy to identify. Keep you silicone toys away from sharp implements (damage by dog is the most common cause of dildo destruction), and if you are boiling for 3 minutes make sure the pot doesnt boil dry as we do not cover these things in the guarantee.
- D.VICE harnesses are expected to last well. If stitching comes undone or a button falls off, we will fix it for you free of charge.
- All Lelo vibrators hold a 12 month warranty, you MUST keep the Lelo warranty booklet which has a unique serial number, along with proof of purchase from D.VICE, in order for your warranty to be valid.
- Vibrators over $100 hold a 60 day warranty - you must return your toy for testing by the tech team before we can replace your toy.
- Vibrators under $100 hold a 30 day warranty.
- Fun Factory vibrators with a cap, have a lifetime guarantee on the cap. If this is the problem with your Fun Factory toy, we will replace the cap for free, even though the toy may be outside the warranty period.
Not covered by guarantee
For health and safety reasons, we are unable to replace or refund due to a change of mind, so please choose carefully.
When you purchase online the transaction occurs immediately and due to the secure encryption of the shopping cart, we do not receive your credit cart details and are not able to refund if you have changed your mind.
The guarantee is not a satisfaction guarantee. We do thorough testing of toys before making decisions about what to offer up for sale. however we all work differently. We recommend perservering with your toy as many styles get better with use. Also we recommend you read the description and the customer product reviews. If you don't have a good time with your toy, write a review, we post them both good and bad.
We hope you have a great experience with you toys.
