Under The Covers (UTC) Return/Exchange Policy 2021
GENERAL
Adults Only Products and Clearance Items:
Returns: All sales final, no returns accepted
Exchange: Non-clearance defective items only (refer to Policy below)
Refund: No monetary refund available
Warranty: One Year - limited Brands (refer to Policy below)
Bras, Lingerie, Swimwear, Loungewear, and Menswear:
Returns: All sales final, no returns accepted
Exchange: 14 days - limited items (refer to Policy below)
Refund: No monetary refund available
Warranty: Not available
DEFECTIVE ITEMS
UTC Policy is to check all items for defects prior to shipping to our customers and, if applicable, battery test items to confirm correct function, however, we are happy to provide a limited exchange if your item(s) was shipped defective.
Please check all items for defects prior to trying on or using and refer to Exchange Items below for exchange details. UTC reserves the right to refuse defective items if caused by customer or courier error.
WARRANTY ITEMS
The item must be registered at time of purchase for warranty to apply. If you find an item to be manufacturer defective within UTC Warranty period, please contact us toll-free at 866-585-7982. Replacement parts not covered under warranty may be available for purchase, please inquire.
* We-Vibe Brand
UTC will warranty We-Vibe Brand products with a retail value of $250+ for one year from UTC purchase date for manufacture defects.
Please note: Effective January, 2016, Under The Covers and SIC (We-Vibe) will no longer issue credits for items for the following defective reasons:
- Defective Remotes
- Defective Batteries in the Remotes
- Defective charging base or cords
- Missing items (SIC Policy only)
- Missing Items (UTC Policy only) - UTC battery tests
and checks each item for defects prior to sale, however, human error does
occur. If there are pieces missing from
your product/order, please call us toll-free at 1-866-565-7982 within 14
business days of UTC ship date/sale for replacement part. Please provide your name, receipt number, and
details of missing item.
We-Vibe Brand may sometimes offer additional warranty, refer to:
* Womanizer/Lelo/Fun Factory Brands
UTC will warranty all above noted Brand Products with a retail value of $250+ for one year from UTC purchase date for manufacture defects.
Fun Factory offers additional warranty, refer to:
https://ca.funfactory.com/en/legal/warranty-claim-returns/
EXCHANGE ITEMS
All Under The Covers sales should be considered final sale, however, we do offer select exchanges if you are not happy with your purchase(s). Given the intimate nature of our merchandise, UTC reserves the right to refuse any items for exchange that do not meet our requirements, and/or health and safety regulations.
The following conditions must apply:
- Contact by phone, email or in person must be made with UTC within 14 business days of in-store purchase or online shipped date
- The original, undamaged packaging and tag(s) must accompany the exchange
- Item(s) must be new, unused, unwashed, unworn, unopened (if applicable)
- Must be free of odors including perfume, body odor, cigarette smoke
- Must be free of stains such as sweat or deodorant
- Item(s) must not have any tears, pet hair, must not be stretched out of shape, or anything else that may make the item unsaleable
- Items may sometimes be exchanged after 14 business days; subject to current restocking fees
- All returned items are closely examined and if we conclude the item is not in new, pristine condition, we reserve the right to refuse it.
- Defective Items and items under warranty will also adhere to the policies below.
A replacement product, if available, will be shipped to you within 3 business days of UTC receipt of the returned item; at no additional cost (Additional shipping charges may apply for those outside of Canada, refer to our shipping policy for details). If you received free shipping on your original order, shipping charges may apply to the exchanged item.
If we are unable to replace the item with the exact product, or unable to find a suitable replacement product, a store credit will be provided for the full purchase price less the shipping costs and any associated restocking or other fees. Defects/warranty shipping costs will not be deducted on the credit.
Store credits are for in-store or telephone use only and cannot be used for online purchases. Store Credits are non-refundable, have no cash value, and never expire. Transfer of credit is available upon original credit owner's consent. Proof of ID may be required.
When placing an order over the phone or making a purchase in-store, please notify us at check out that you would like to use your store credit.
Under The Covers purchases that are not available for refund, return, or exchange, and should be considered final sale are:
- Mens Underwear
- Ladies Underwear including control wear
- All clearance/red tagged/discounted Items
- Bra and fashion accessories
- Swim bottoms
- Lingerie sets with unattached underwear
Exchanges can be sent to:
UTC
30 Betts Ave
Yorkton, SK
S3N 1L9
1-306-782-7982