Help & Warranty
Before submitting a warranty claim
Please take a moment to read the help topics below before completing the warranty form.
Many of the enquiries we receive, including products that won’t switch on, charging issues and travel lock questions, can often be resolved in less than a minute without needing to submit a claim.
If you’ve worked through the troubleshooting guides and still need our help, simply complete the warranty form below. Please include as much detail as possible, along with clear photos or short videos where appropriate. This helps us assess your claim more quickly and avoids delays caused by requesting additional information.
My product won’t turn on
Is your product in Travel Lock?
If you own one of the following models:
- - Die Cast Compact Cordless
- - Die Cast Max Cordless
- - Doxy GO
Your product includes a travel lock to prevent it accidentally switching on in luggage. Couriers also require to ship in travel lock.
To unlock:
- 1. Hold the Minus (-) button and (ø) Power buttons together for around 3 seconds.
- 2. The product should flash briefly to confirm it has unlocked.
- 3. To lock it again, repeat the same process.
Still not working? Continue to the next troubleshooting section below.
Before submitting a warranty claim
Simple checklist.
✓ Is the battery charged?
✓ Have you checked whether Travel Lock is enabled?
✓ Have you tried another charging cable or charger?
✓ Have you checked the charging port for debris?
✓ Is the cable fully inserted?
✓ Have you watched the troubleshooting video? (coming soon!) ✓ Do you have proof of purchase? ✓ Have you a photo and video of the problem? ✓ Is your purchase directly with doxymassager.com? ✓ Was your purchase made after October 22, 2025 direct with doxymassager.com?
Note: The cordless models will NOT operate whilst plugged in.If you’re still experiencing an issue, submit a warranty claim.
My silicone head has detached from my Die Cast 3 or 3R.
The silicone massage head on some legacy Die Cast 3 and Die Cast 3R models can become detached over time. In most cases, the product can be repaired easily at home by reattaching the head with a suitable flexible adhesive.
We recommend one of the following:
- Clear bathroom or sanitary silicone sealant
- E6000 Craft Adhesive
- Loctite Flexible Adhesive
- Sugru mouldable glue
How to repair
- Remove any old adhesive from both surfaces.
- Clean the inside of the silicone head and the metal shaft with isopropyl alcohol, then allow both to dry completely.
- Apply a thin, even bead of adhesive around the metal shaft.
- Push the silicone head firmly back into position, ensuring it is correctly aligned.
- Wipe away any excess adhesive.
- Allow the adhesive to cure fully according to the manufacturer's instructions before using the product.
This repair is often permanent when completed with a suitable flexible adhesive.
Please note: Doxy 2.0 is a new company established in 2025 following the closure of the previous manufacturer. We do not manufacture, service or provide warranty support for legacy Doxy products purchased before October 2025. This guide is provided as a goodwill repair suggestion to help keep older products in use where possible.
Warranty coverage
A purchase from doxymassager.com made after October 22nd 2025 comes with a 12-month warranty against manufacturing defects from the date of purchase.
The warranty covers manufacturing faults only.
It does not cover:
• Accidental damage
• Misuse
• Liquid damage beyond the product’s IP rating
• Normal wear and tear
• Cosmetic damage i.e paint chips/scratches
• Unauthorised repairs or modifications • Legacy models that have snapped necks • Legacy models where silicone heads have detached (Die Cast 3 and Die Cast 3R)
Which company covers my warranty?
Doxy purchased before 22 October 2025
Products sold on this website (www.doxymassager.com) before 22 October 2025 were supplied & manufactured by CMG Leisure Ltd.
CMG Leisure Ltd entered administration during August 2025 and Doxy 2.0 Ltd was subsequently formed as a completely new company to purchase the Doxy intellectual property and rebuild the brand.
Unfortunately, Doxy 2.0 Ltd did not acquire CMG Leisure Ltd’s liabilities, customer warranty obligations or historical inventory, meaning we are unable to provide warranty replacements for products supplied by CMG Leisure Ltd.
We appreciate how disappointing this is and genuinely wish the situation had been different.
Where we’re able to help with advice or future goodwill offers, we absolutely will.
Purchased from another retailer?
If you purchased your Doxy from another retailer, your first point of contact should always be the retailer you purchased from. The contract of sale is with them.
Please have your proof of purchase ready.
Extended warranty
Why does my box mention a 2-year warranty?
Some legacy packaging includes a QR code referring to a previous warranty extension programme.
That programme belonged to the previous company and is no longer active.
All Doxy products purchased directly from doxymassager after 22 October 2025 onwards include our standard 12-month manufacturer’s warranty.
How do I find my serial number?
- - On a legacy model: on the plug or charging cable
- - On Doxy 2.0: on the silicone head
Warranty claim process
What happens after I submit?
- Complete the form.
- Include photos or video if possible.
- Our team review your claim.
- We normally respond within 5-7 working days.
- If a return is required we’ll provide further instructions.
My Doxy doesn’t switch on after charging
Before assuming there’s a fault, please check that Travel Lock has not been enabled.
Our cordless models can be unlocked by holding the Minus (-) button along with the Power (ø) buttons together for approximately 3 seconds.
My product charges but won’t vibrate
- Check Travel Lock
- Fully charge the battery
- Try another charger
- Submit a claim if the issue remains
This form is only for reporting a genuine fault with your Doxy product.
Please do not use this form to:
- Register your warranty (no registration is required)
- Ask for pre-order or shipping updates
- Contact us with general questions
Before submitting a claim, please check our FAQ and Pre-order Updates pages, as they answer many of the most common questions.
If your question isn't covered there, please email us at help@doxymassager.com.
Submitting non-warranty enquiries through this form may delay support for customers with faulty products.
Only submit this form if your Doxy product has developed a fault.