Hassle Free Returns Policy
Product Returns, Refunds & Warranty
We offer an easy and hassle free 30 Day Warranty on faulty products and lingerie items, from the date in which the product arrives to you. We do also provide extended 1 year warranties on some of our more popular products such as our own Randy Fox Branded Range, We-Vibe Range and the LELO Range amongst others!
Due to our high customer service values, if you think you have received a product that is faulty, we will be happy to exchange the product free of charge or refund the full value of the product if it is indeed found to be faulty upon inspection by a Randy Fox staff member. We are happy to cover the cost of sending a new product back to a customer, however shipping costs of sending the faulty product initially to Randy Fox for inspection is a customer's responsibility.
If a replacement is not desired, we are also able to arrange an exchange or offer a store credit subject to the terms and conditions below. For Lingerie items and clothing, we also provide a 30 day warranty. To view our Lingerie returns policy, please click here.
All returns must be sent to:
P.O Box 479
Riverwood, NSW, 2210
Customers must notify us within 30 days (or 1 year for extended warranty items) from the date of arrival of their product to be eligible for any refund, exchange or credit.
When returning your product, please make sure you provide the following details:
- Your full name
- Your order number
- Reason why you are returning the product
- Your instructions notifying us how you would like the issue resolved (I.e. a replacement, refund or an exchange).
We do ask that you retain a tracking number along with the return so as to ensure that it can be traced and for confirmation of return to us.
Once our staff receive the faulty product back and confirm it is indeed faulty, we can take the requested next step that our customer has provided. If you have selected that you wish to receive a replacement product, it will be dispatched out to you, at no extra charge, within 5 working days from the date we receive the faulty product. Please do contact us via telephone or email if you have not heard from us within a few working days once the product has been sent back for warranty claim. This is to ensure there were no issues with the process, however in most cases; you should see the replacement within a few working days.
Before Returning Your Product
In often cases, many returned products actually work fine when tested, but the batteries have not been inserted correctly. Before returning a faulty sex toy or product, we do please ask that our customers follow a few simple testing points as follows:
- Make sure you are using the correct batteries.
- Make sure the batteries have been inserted correctly.
- Ensure the battery compartment has been screwed on tightly and appropriately.
- Try new, high quality batteries.
- Make sure battery connectors are not wet or have moisture on them.