# What happens when something arrives broken

> How faults are handled on a payment-confirmed order in Oman: what counts as a fault, what to send us, and why catching it while the courier is still there saves you a week.

Canonical: https://weargoeasy.com/blog/when-something-arrives-broken/
Updated: 2026-10-16
Publisher: WearGoEasy
Market: Sultanate of Oman

## The first twenty minutes matter most

The simplest version of this is the one already on our delivery page: open the parcel while the courier is still with you. If something is visibly wrong — a cracked base, a torn sleeve, the wrong item entirely — refusing delivery at that moment is a five-minute problem.

The same fault reported after the courier leaves is a return, which takes days. Same fault, same fix, much longer route.

## What counts as a fault

- A motor that does not run, or runs intermittently, on a full charge
- A charging port that does not accept a charge
- A visible crack, tear or split out of the box
- A different model or size to the one on the product page
- A leak in a device described as waterproof

## What is not a fault

A softer or firmer feel than expected. Material feel is subjective and not a defect.

A colour that differs slightly from the photo. Soft TPE varies between production runs.

Noise. Devices with motors make noise, and we say so on the pages where it is noticeable.

A missing feature that was never listed. If it was not on the page, it was not promised.

## What to send us

Your order reference, a photo of the fault, and a one-line description of what it does instead of what it should. That is enough for us to decide, and it is usually enough for the supplier too.

A faulty device is replaced or refunded in full, delivery included. You do not pay to send back something that arrived broken.

## Frequently asked questions

### What if the fault appears after a week?

Contact us anyway. A motor that fails early is still a manufacturing fault, and we will look at it on its merits rather than by the calendar.

### Do I pay for return shipping?

No. A faulty device is our cost to resolve, delivery included.

### Can I get a refund instead of a replacement?

Yes, if we cannot replace it with the same item.

## Products mentioned

- [Jiehuo Automatic Stroker](https://weargoeasy.com/shop/jiehuo-automatic-stroker/) - OMR 35.000 - Out of stock
- [Vibrating Anal Plug — Rechargeable](https://weargoeasy.com/shop/vibrating-anal-plug-ky39/) - OMR 25.000 - Out of stock

## Related links

- [Local Oman shop vs marketplace](https://weargoeasy.com/blog/local-oman-store-vs-marketplace-sex-toys/)
- [What to check at the door](https://weargoeasy.com/blog/what-to-check-before-paying-the-courier/)
- [Contact us](https://weargoeasy.com/contact/)