Refund policy
TOY TROUBLE?
As technology moves on, toys can now require batteries to be placed in a particular order, remotes to be operated 'just-so' or buttons to be pressed in a specific sequence.
If you believe your toy doesn't work, the best thing to do is to contact us by intimatermattersshop@gmail.com
Intimate matters shop hopes you are happy with your purchase, however, if you wish to return your order you can do so with our satisfaction guarantee.
Goods must be unopened, sealed in its original packaging ,unworn and with all original hygiene seals intact.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at intimatemattersshop@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at intimatemattersshop@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
RETURNING AN UNWANTED ITEM
If you've changed your mind, you can return the product for a refund or credit, so long as it is sealed in its original packaging. Unfortunately, we cannot refund any postage costs.
If you'd like to swap the product for another - no problem, so long as it's still sealed in it's original packaging, Again, we can't refund postage costs and may have to charge an additional P&P for delivery of your new item.
Non-defective intimate products and underwear cannot be returned if the seal is broken. Nor can books, if the seal is broken [as stated in the cited exemptions in Article 13 Distance Selling Regulations].
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
DEFECTIVE ITEMS
If the item is defective, first of all - we're sorry - we'll do our best to sort this out asap.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
CANCELING AN ORDER BEFORE DISPATCH
If, for any reason, you've changed your mind before we've dispatched - no problem - but you'll have to act fast as our service is super speedy! Contact us by email intimatemattersshop@gmail.com asap and, if it's still with us, we'll remove it from our postbags before Royal Mail come to collect.