OUR 30 DAY WARRANTY
NZ Health Regulations do not permit the return of intimate apparel and products if you have changed your mind about your purchase. We agree with this and think it would be intolerable for a company to accept returns of sex toys from customers and put them back out for sale!
We do make an exception for lingerie, provided the item has not been worn. Sometimes it is only when you get to try it on, you find that perhaps the colour isn’t a good match, OR that you would require a different size.
If you want to return lingerie, you do need to send it back to us within 7 days of receipt with proof of purchase. If the replacement product is unavailable (please check the website sizing on the products, as this shows all sizes and colours available instock), an R18 Store NZ credit note will be issued or you can choose other items.
Credit notes can not be redeemed for cash, but can be gifted or used to purchase products in our range. Hosiery and packet lingerie is unable to be returned for resizing as when these items are tried on, hair and fibres get trapped in the material making them unsuitable for resale.
If you receive a faulty product then we will certainly meet our obligations under the Consumer Guarantees Act to provide a remedy. Normally this will be a replacement item. All Intimate products carry a 30 day manufacturers warranty against faults & defects. In the unlikely event of there being a fault with any product that you have purchased, we will send a replacement providing the item is returned within the warranty period.
Please contact us before shipping your faulty product back. Sometimes it could be something as simple as a battery or contact issue. If we advise you to send the product back,you will be issued a warranty claim form which MUST be completed and included with your item. Please do be aware though, that if you have broken the toy, it will not be eligble for a replacement or return (we will only return broken non warranty items if you have included a self addressed courier bag).
Please note, we do not provide a refund if you have changed your mind about your purchase, so please choose carefully. If you have any questions regarding returns or would like further information about our returns policies, please contact us.