You might want to try and get someone from EF working on your behalf - contact customer support. EF is a big retailer, and Lelo is much more likely to listen to them.

Unfortunate, because a company that doesn't respond to their customers gets knocked down pretty substantially in my playbook. I'd heard that Lelo made nice things, but if they treat their customers this way... less

You might want to try and get someone from EF working on your behalf - contact customer support. EF is a big retailer, and Lelo is much more likely to listen to them.

Unfortunate, because a company that doesn't respond to their customers gets knocked down pretty substantially in my playbook. I'd heard that Lelo made nice things, but if they treat their customers this way... less

To get a replacement for your Ina, you will need to mail it back to them after filling out the warranty/claim information on the LELO.com website.

Below are a list of instructions which were e-mailed to me from Aimee Jaques, a LELO customer care representative a few months back when I filed a claim myself.

Return procedure:

1. Go onto our website link and go to the ‘log in’ link.

2. You will then be asked if you are a ‘new customer’ or a ‘returning customer.’ Simply select the correct option.

3. Once you have entered your details, please go to this link at the side of the page: ‘register product warranty.’

4. You need to register your product by filling in the requested details. This will then appear in the chart above the registration section.

5. Then, under the warranty column is a link that says ‘claim.’ Click on this.

6. You now need to select the type of warranty you want. 1 Year warranty (with proof of purchase) or the 10 Year warranty (with no proof of purchase)

7. After selecting your type of warranty, you need to fill in your full address (if you are under the 1 year warranty). This is where your replacement will be sent. And also the reason for your warranty claim.

8. You will then receive a claim number and details of what to send and the address details of all 3 of our offices.

9. We will also send you an email with all this information, in case you forget any of it!

10. Then simply send off your LELO product and we will aim to get you a replacement just as soon as possible.

11. If you have any issues with our website during any of the steps above, then please use Mozilla Firefox.

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You will need to find your receipt for your Ina and make a photocopy of it to send it along with your broken one. Also, to register yours online before sending it back, you will need to enter the serial number which is on the back of the warranty booklet. Once you register it online and start a claim on it, you will be given the claim number (described in step 8) which needs to be included in the package as well.

Hope this helps. less