Warranty & Product Care
Warranty at a glance
| Timeframe | What you get | Who handles it |
|---|---|---|
| 0–48 hours from delivery | Damaged in transit → replacement or store credit | Us |
| 0–48 hours from delivery | Tried it, not for you → exchange or store credit | Us |
| 0–30 days from delivery | Manufacturing defect → replacement or store credit | Us |
| Beyond 30 days | Manufacturer's warranty, where one applies | Us, on your behalf |
You never pay return shipping on a defective product. If we need the item back, we send a prepaid label.
Manufacturer warranties
Most reputable brands in this category warrant their products for one to two years against manufacturing defects, and some premium lines go longer. The exact term is set by the manufacturer, varies by brand and by product, and is stated on the product page where the manufacturer publishes it.
You don't have to deal with the manufacturer yourself. Email hello@redpleasures.ca with your order number and a description of the fault. We'll confirm the applicable warranty term and either handle the claim with the manufacturer for you or introduce you directly if they require it.
What a warranty typically covers
- Motor failure under normal use
- Battery that won't hold a charge
- Charging or control failure
- Seal or waterproofing failure on a product rated for water
- Material defects — splitting, delamination, surface breakdown
What it typically doesn't
- Drops, crushing, and other physical damage
- Water damage to a product not rated for submersion
- Damage from silicone lubricant used on a silicone product, or from cleaning agents the manufacturer warns against
- Normal wear, cosmetic marks, and gradual battery decline over years of use
- Modified or disassembled products
- Products bought somewhere other than an authorized retailer
Keep these and your claim goes faster
- Your order confirmation email — that's your proof of purchase
- The original box, where you have room for it. Some brands ask for it.
Your rights beyond any warranty
A manufacturer's warranty is in addition to — not instead of — your rights under Canadian law. The Sale of Goods Act implies conditions that goods be of merchantable quality and fit for their purpose, and under section 9 of Ontario's Consumer Protection Act, 2002 those cannot be waived in a consumer transaction. We don't attempt to waive them. If a product fails in a way that means it was never of merchantable quality, say so and we'll deal with it on that basis regardless of the warranty term.
Product care
Most product failures we see are avoidable. Five minutes of care roughly doubles the working life of a quality toy.
Cleaning
- Before first use, and before and after every use after that. Warm water and a mild, unscented soap, or a purpose-made toy cleaner.
- Dry completely before storing. Trapped moisture is what causes most material and electronic failures. Air-dry on a clean towel.
- Check the water rating first. "Waterproof" (IPX7) means you can submerge it. "Splashproof" means wipe it down and keep it out of the sink. Never submerge a product with an exposed charging port.
- Never use alcohol, bleach, acetone, abrasive cleaners, or scented soaps on silicone. They degrade the surface.
- Boiling and dishwashers are appropriate only for 100% silicone, glass, or steel products with no electronics. If it has a motor or a battery, it does not go in boiling water.
Storage
- Store products separately, not touching. Different materials react with each other — silicone in prolonged contact with certain other silicones or plastics can bond, stain, or degrade the surface. Use individual pouches or a divided box.
- Cool, dry, and out of direct sunlight. UV degrades silicone over time.
- Keep glass items padded and separated so they can't knock together.
Batteries and charging
- Charge fully before first use.
- Don't store a rechargeable product completely flat for months — a partial charge every few months preserves the cell.
- Use the cable that came with it. Third-party magnetic chargers are a common cause of charging failure and can void a warranty.
- Remove disposable batteries if a product won't be used for a while — leaking cells destroy contacts and aren't covered by any warranty.
Lubricant
- Water-based works with everything. When unsure, use water-based.
- Never use silicone lubricant on a silicone product — it bonds with and degrades the surface permanently.
- Oil-based lubricants damage latex condoms.
- Full compatibility table on our Body-Safe Materials Standard page.
Retire a product when
- The surface is torn, cracked, chipped, sticky, tacky, or has changed texture
- It has an odour that survives cleaning
- Glass is chipped or cracked — even slightly
- Any seam or seal has opened, or a charging port shows corrosion
Disposal
Rechargeable products contain lithium-ion batteries and should not go in household waste. Take them to a municipal electronics or battery recycling depot. Most Canadian municipalities accept small electronics at a household hazardous waste or e-waste drop-off. Silicone, glass and steel products with no electronics can go in regular waste, though glass and steel may be recyclable locally.
Make a claim
Email hello@redpleasures.ca with your full name, order number, product name, a description of the fault, and photos or a short video where you can show it. We respond within one to two business days.
See also: Refund & Return Policy · Body-Safe Materials Standard · FAQ