PLEASURE GUARANTEE

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30 DAY RETURN

Crave offers returns for orders within 30 days from the date of purchase. Return requests after this period will not be accepted. Returns are only available for products purchased through lovecrave.com within the United States.

Customers must contact Crave to initiate a return. If eligible, Crave will provide instructions on how to return the product, along with a unique RMA number. Any returns received without a unique RMA number will not be processed. Once a return request has been initiated, customers must send their unit back within 30 days.

Shipping cost must be covered by customers—we recommend using a shipping service with a tracking option. All returned items must include any original packaging.

Returns can be issued as either full product store credit, or a refund to the original form of payment. Original shipping costs are non-refundable. Refunds are subject to a small recycling fee (15% product value). Due to the intimate nature of our products, Crave cannot resell opened products, and this small fee helps destroy and recycle these units. Refund or credit will be issued upon receipt of return. Only one return per initial purchase is permitted.

To initiate a return, please contact [email protected] via email or message us on live chat at lovecrave.com and include your order number in your request.

 

1 YEAR WARRANTY

Crave warrants its product for 1 year from the date of original purchase against any defects due to manufacturing defects. Requests after this time period will not be accepted.

If a product defect arises and a valid claim is sent to Crave within the warranty period, a Return Merchandise Authorization (RMA) will be issued and a prepaid shipping label will be created (US orders only) for the customer to ship back their unit.

The unit will be reviewed by Crave’s engineering team and, at its discretion, will either:

  • Repaired the product defect at no charge, using new parts,
  • Offer an exchange for a new product, or
  • Replace the defective piece/part at no charge.

Only products purchased through Crave and authorized retailers are eligible. Customers must contact Crave to initiate a warranty claim. Any units received without a unique RMA number will not be processed.

This one year warranty does not cover:

  • Damage caused by misuse or other than as intended and described in the product manual,
  • Normal wear and tear, subject to Crave’s discretion,
  • Tampering,
  • Service performed by unauthorized service agencies, or
  • Loss or damage to batteries or removable parts.

To initiate a warranty claim, please contact [email protected] via email or message us on live chat at lovecrave.com and include your order number in your request.

 

5 YEAR COVERAGE

Crave offers extended support for its products for 5 years from the date of original purchase. If a product issue arises, independent of fault, and a valid claim is sent to Crave within the coverage period, Crave will offer a one-time 50% discount of the product retail cost for a new replacement. The code is only valid for the same model as the original purchase, or equivalent if no longer offered. Requests after this time period will not be accepted.

Coverage will be offered in the form of a coupon code and will be good for 1 week. The discount does not cover shipping costs and taxes from the initial purchase. Shipping costs will not be covered by the 50% discount. The code can not be combined with any other sale codes.

5 year coverage is available for products purchased through Crave and authorized retailers. Crave only permits one claim per initial purchase and does not cover loss. You must contact Crave to initiate your coverage request.

To initiate a coverage claim, please contact [email protected] via email or message us on live chat at lovecrave.com and include your order number in your request.


 

FREQUENTLY ASKED QUESTIONS

 

How do I initiate a return, or a claim for warranty or coverage?
Contact [email protected] via email or message us on live chat at lovecrave.com and include your order number in your request.

I can’t find my receipt, am I still eligible for the Pleasure Guarantee?
Unfortunately we cannot fulfill requests without proof of purchase. If purchased directly from lovecrave.com, we may be able to retrieve order information using the name, email address, and shipping address used at the time of purchase.

I received my Crave product as a gift, how do I initiate a claim?
Please contact us and be sure to include either the original order number or the name, email address, and shipping address of the person who gifted you the item. We will not be able to issue a claim without this information. As the recipient, we can only offer store credit. Refunds can only be issued to the original form of payment made by the purchaser.

I opened the box, am I still able to return my item?
Yes!

How long do refunds take?
We will issue your store credit or refund once we have receipt of return. After receipt, refunds typically take 3 to 5 business days for funds to show up on your account.

I live outside of the US, can I return my product?
Unfortunately we are unable to fulfill return requests for international sales at this time. This is something we are currently working to improve!

I live outside the US, is my Crave product covered by the 1 year warranty and 5 year coverage?
Yes! Please contact us to initiate an inquiry.

Does the 5 year coverage include loss?
The coverage does not include loss.

I bought my product before the Pleasure Guarantee was launched, am I eligible for 5 year coverage?
Our Pleasure Guarantee only applies to products purchased on, or after, January 1, 2021.

 

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