Return & Refund Policy – Intimea Lux
At Intimea Lux, we believe intimacy is sacred. Every piece that leaves our world is chosen with intention, pleasure, and discretion in mind. For this reason, our return policy is designed to honor both your consumer rights and the intimate nature of our products.
Right of Withdrawal
In accordance with EU consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
The shipping costs for returning or exchanging products to our warehouse are borne by the customer, except in the case of defective products, where we cover all costs. For returns and exchanges of unused and unopened products, please contact us in advance at mteya@intimealux.eu.
Notes:
- Returns and exchanges must be agreed upon in advance.
- If you request a refund, the goods must be accompanied by a copy of the invoice and your bank account details.
- The refund will be processed within the legal period of 14 days after we receive the product at our warehouse.
- When returning or exchanging non-defective products, the buyer is responsible for properly packing the product in a cardboard box. If damage occurs due to inadequate protection (e.g., returned in a simple paper or plastic bag), the return or exchange will not be accepted.
- Goods must be returned without delay, no later than 14 days from the day you notified us of the contract cancellation.
- Products purchased with a promotional gift must be returned together with the gift. If you wish to keep the gift, its value will be deducted from the refund amount.
Replacement or Return of Defective Products (Warranty)
All products are covered by a 24-month warranty from the date of invoice issuance.
If a product changes its properties or stops working within the warranty period, it can be returned and replaced with an identical functional product or another product of your choice. Only if we are unable to fulfill the above, a refund will be issued within 14 working days of the claim. Please contact us via email with a description and photos/videos of the problem before returning the goods.
Notes:
- The warranty is honored only with the original invoice.
- Before reporting a defect, please check if the batteries (if required) are functional and correctly inserted.
- In the event of a factory defect within the warranty period, Intimea Lux covers the replacement costs
The warranty is NOT recognized in the following cases:
- Failure to follow the product’s instructions for use.
- Defects caused by force majeure (fire, flood, lightning, etc.).
- Damage caused by improper assembly or maintenance.
- Mechanical damage caused by the user’s fault.
- Inexpert or negligent handling of the product.
- Improper use or exposure to unusual or extreme conditions.
- Damage caused by cleaning with unsuitable agents.
- Connection to non-prescribed power sources.
The warranty does NOT apply to the following products:
Batteries, candles, lubricants, creams, condoms, massage oils, and all related products.
Items Not Eligible for Return
For hygienic and intimate safety reasons, we cannot accept returns of the following items if their protective seal or packaging has been opened or removed:
vibrators and other intimate devices
products intended for direct contact with intimate areas
intimate cosmetics and personal care products
lingerie and erotic underwear
Once the seal of desire has been broken, the item can no longer be returned. Thank you for understanding and respecting the intimacy and safety of all our customers.
Return of Unopened Items
If the item:
has not been used
is unopened, undamaged
remains in its original packaging
it may be returned within 14 days of delivery.
Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect upon arrival.
Damaged or Incorrect Items
All our items leave the warehouse with the packaging in perfect condition. Carefully inspect each package externally to look for signs of being struck or tampered with, such as dents, holes, damaged boxes, courier seals, or any indication that the merchandise may be damaged. It is mandatory to sign on the delivery note of the driver or courier, whether on paper or digitally (PDA), stating “PACKAGING VISIBLY DAMAGED” if these signs are present. Not signing a package as VISIBLY DAMAGED and later providing images proving visible damage will result in automatic rejection of the incident.
If you receive an item that is damaged or incorrect please contact us within 48 hours of delivery at 
mteya@intimealux.eu
Kindly include clear photos of the item and packaging. We will resolve the matter swiftly, discreetly, and always in your favor.
Refund Process
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
Approved refunds will be issued to the original payment method
Refunds are processed within 14 days of approval
Pleasure should never come with worry — your experience is our priority.
Discretion & Trust
All Intimea Lux orders are shipped in fully discreet packaging, free from revealing labels. The same respect and confidentiality apply to all returns and communication.