RETURNS, EXCHANGES AND REFUNDS POLICY

For Customers in the United Kingdom

1. Overview:

This Returns, Exchanges and Refunds Policy applies to customers based in the United Kingdom.

Our products are shipped from international partners and are designed to improve comfort, well‑being and quality of life. We aim to offer a clear and fair process for returns and refunds, in line with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

By placing an order from the UK, you agree to the terms set out below.

2. Your right to cancel (14‑day cooling‑off period):

If you are a consumer in the UK and you purchase online, you have the right to cancel your order within 14 days without giving any reason.

This 14‑day period starts on the day after you receive your order.
To exercise this right, you must clearly inform us (for example, by e‑mail) within this 14‑day period.

After notifying us of your decision to cancel:

You have 14 additional days to send the product back to us.

To be eligible for a refund under the cooling‑off right:

The product should be in good condition,
With all accessories and original packaging (where reasonably possible),
And must not fall under the hygiene/health exceptions in section 6.

2.1. Return postage for change of mind:

If you cancel your order within the 14‑day cooling‑off period and the item is not faulty, damaged or incorrect:

You are responsible for the cost of returning the product to us.
You may use any tracked postal or courier service of your choice.

We do not provide a prepaid return label for change‑of‑mind returns.

3. Faulty, damaged or incorrect products:

If the product you receive is:

Faulty,
Damaged, or
Not as described or incorrect (wrong item, size, colour, etc.),

you may be entitled to a repair, replacement, price reduction or refund, in accordance with UK consumer law.

3.1. How to report a problem:

Please contact us as soon as you notice an issue, ideally within 14 days of receiving the product, and provide:

Your full name
Order number
Description of the issue
Clear photos and/or videos showing:
- The fault or damage,
- The packaging,
- Any product labels, where applicable.

3.2. Solutions for faulty/damaged/incorrect items:

Because our products are shipped from international partners, in many cases we are able to resolve the issue without asking you to return the item.

Depending on the situation, and once the problem is confirmed, we may offer:

A replacement at no extra cost, or
A full or partial refund, or
Store credit.

If we reasonably need the product to be returned to assess or confirm the issue, we will:

Provide clear instructions, and
Cover or reimburse reasonable return postage costs for faulty, damaged or incorrect items.

4. Products not received and delivery delays:

Our products are shipped from international partners, which can lead to longer delivery times than local UK shipments.

If your order:

Has not been delivered within the estimated timeframe provided at checkout, or
Is marked as “delivered” by the carrier, but you have not received it,

please contact us with:

Your order number
Any tracking information
A brief description of the delivery issue

After reviewing the case and confirming the problem, we may:

Arrange a replacement shipment, or
Issue a refund, depending on product availability and the outcome with our logistics partners.

5. Conditions for returns:

To ensure a smooth process, please note:

Items should be returned in good condition, without signs of misuse or intentional damage.
All relevant components should be included: accessories, manuals, free gifts and packaging (where applicable).
Returns should be made within the time limits set out in this policy.

We may reduce the refund amount or refuse a refund if:

The value of the item has been reduced due to handling beyond what is reasonably necessary to check its nature, characteristics and functioning.

6. Hygiene, health and intimate products:

Because our store focuses on well‑being and may offer intimate or health‑related products, some items may be exempt from the standard 14‑day cancellation right once opened, for reasons of health protection or hygiene.

This may apply, for example, to:

Certain intimate products,
Products that come into direct and prolonged contact with the body,
Sealed items which are not suitable for return once unsealed, for hygiene reasons.

In these cases:

If the seal has been broken or the product has been used, you may not be able to cancel and return the item just because you changed your mind.
However, if such a product is faulty, damaged or not as described, you still have rights to an appropriate remedy (replacement, price reduction or refund), as described in section 3.

Whenever possible, we will indicate on the product page if an item is not returnable once opened.

7. How refunds are issued:

Once your return or claim is approved:

Refunds will normally be processed using the same payment method you used for the original purchase, where technically possible.

7.1. Refund timing:

We will process the refund:

Within 14 days of:
- Receiving the returned product, or
- Receiving proof that you have sent the product back (for cooling‑off cancellations), or
- Confirming that the product is faulty, damaged or not as described and that a return is not required.

Please note that your bank or card provider may take additional time to show the refund in your account.

8. Return postage costs – summary:

Change of mind / 14‑day cooling‑off (non‑faulty items)
- You are responsible for the cost of returning the product.
- We do not provide a prepaid return label.
- You may choose any tracked service to return the item.
Faulty, damaged or incorrect items
- We will cover or reimburse reasonable return costs if we require the item to be sent back.
- In many cases, we may resolve the issue (replacement, refund, store credit) without requiring a physical return, based on the evidence you provide.

9. How to contact us (UK customers):

For returns, exchanges, cancellations or questions about your order, please contact:

E‑mail: pablo.intimory@gmail.com
Support hours: from 1 pm to 7 pm (UK time) or equivalent

Please include:

Your order number
Your full name
A brief description of the issue
Photos and/or videos when there is a problem with the product

10. Updates to this policy:

This Returns, Exchanges and Refunds Policy may be updated from time to time. The latest version will always be available on this page and will apply from the date it is published.

RETURNS, EXCHANGES AND REFUNDS POLICY

For Customers in the United Kingdom

​

​

1. Overview:

This Returns, Exchanges and Refunds Policy applies to customers based in the United Kingdom.

​

​

By placing an order from the UK, you agree to the terms set out below.

​

​

2. Your right to cancel (14‑day cooling‑off period):

If you are a consumer in the UK and you purchase online, you have the right to cancel your order within 14 days without giving any reason.

This 14‑day period starts on the day after you receive your order.

To exercise this right, you must clearly inform us (for example, by e‑mail) within this 14‑day period.

After notifying us of your decision to cancel:

You have 14 additional days to send the product back to us.

To be eligible for a refund under the cooling‑off right:

The product should be in good condition,

With all accessories and original packaging (where reasonably possible),

And must not fall under the hygiene/health exceptions in section 6.

2.1. Return postage for change of mind:

If you cancel your order within the 14‑day cooling‑off period and the item is not faulty, damaged or incorrect:

You are responsible for the cost of returning the product to us.

You may use any tracked postal or courier service of your choice.

We do not provide a prepaid return label for change‑of‑mind returns.

3. Faulty, damaged or incorrect products:

If the product you receive is:

Faulty,

Damaged, or

Not as described or incorrect (wrong item, size, colour, etc.),

you may be entitled to a repair, replacement, price reduction or refund, in accordance with UK consumer law.

3.1. How to report a problem:

Please contact us as soon as you notice an issue, ideally within 14 days of receiving the product, and provide:

Your full name

Order number

Description of the issue

Clear photos and/or videos showing:

The fault or damage,

The packaging,

Any product labels, where applicable.

3.2. Solutions for faulty/damaged/incorrect items:

Because our products are shipped from international partners, in many cases we are able to resolve the issue without asking you to return the item.

Depending on the situation, and once the problem is confirmed, we may offer:

A replacement at no extra cost, or

A full or partial refund, or

Store credit.

If we reasonably need the product to be returned to assess or confirm the issue, we will:

Provide clear instructions, and

Cover or reimburse reasonable return postage costs for faulty, damaged or incorrect items.

4. Products not received and delivery delays:

Our products are shipped from international partners, which can lead to longer delivery times than local UK shipments.

If your order:

Has not been delivered within the estimated timeframe provided at checkout, or

Is marked as “delivered” by the carrier, but you have not received it,

please contact us with:

Your order number

Any tracking information

A brief description of the delivery issue

After reviewing the case and confirming the problem, we may:

Arrange a replacement shipment, or

Issue a refund, depending on product availability and the outcome with our logistics partners.

5. Conditions for returns:

To ensure a smooth process, please note:

Items should be returned in good condition, without signs of misuse or intentional damage.

All relevant components should be included: accessories, manuals, free gifts and packaging (where applicable).

Returns should be made within the time limits set out in this policy.

We may reduce the refund amount or refuse a refund if:

The value of the item has been reduced due to handling beyond what is reasonably necessary to check its nature, characteristics and functioning.

6. Hygiene, health and intimate products:

Because our store focuses on well‑being and may offer intimate or health‑related products, some items may be exempt from the standard 14‑day cancellation right once opened, for reasons of health protection or hygiene.

This may apply, for example, to:

Certain intimate products,

Products that come into direct and prolonged contact with the body,

Sealed items which are not suitable for return once unsealed, for hygiene reasons.

In these cases:

If the seal has been broken or the product has been used, you may not be able to cancel and return the item just because you changed your mind.

However, if such a product is faulty, damaged or not as described, you still have rights to an appropriate remedy (replacement, price reduction or refund), as described in section 3.

Whenever possible, we will indicate on the product page if an item is not returnable once opened.

7. How refunds are issued: