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 info@intimatewellness.uk. Please note that returns will need to be sent to the following address: 

Intimate Wellness  
PO BOX 228  
Hitchin  
Herts  
SG4 0WW  

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 info@intimatewellness.uk.

 

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.

 

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.

 

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.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

 

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@Intimate Wellness.uk.

Intimate Wellness Returns Policy

Click to download the returns form in several formats - Click here

Intimate Wellness handles all returns directly to ensure a smooth process. Returns of non-faulty items should be sent to our unbranded PO Box address:

Intimate Wellness  
PO BOX 228  
Hitchin  
Herts  
SG4 0WW  

You will be notified by email each time a return is received, and notes will be added to your order history.

Faulty Items
For UK customers, faulty items can be returned using a Freepost address within one month of purchase. Please contact us for the Freepost details. Faulty items returned this way will be inspected; if found not faulty, a £3.50 plus VAT postage charge will apply. Returns postage is not covered for customers outside the UK.

Faulty items must be thoroughly cleaned before return. Items returned unclean will be refused and returned at the customer's expense. Replacement faulty items will be sent free of charge within the first month of purchase.

Warranty
All products come with a one-year warranty. Items faulty within three months may be refunded or exchanged; after three months, exchanges only.

General Returns Conditions
- Goods must be unused, in original condition and packaging.  
- Items not sealed or opened from sealed packaging are non-refundable and non-exchangeable.  
- Returns must be received within 30 days of delivery.  
- Lingerie and clothing must be unworn and in original packaging.  
- Discrepancies or damage must be reported within 36 hours of delivery.  
- Non-faulty returns not meeting policy conditions may be returned to sender or destroyed after 30 days without refund.

Additional Notes
- Incorrect items must not have opened packaging; notify us promptly for exchange instructions.  
- Postage charges apply for returning non-faulty items or re-dispatching parcels.  
- Please include a completed returns form when sending items back.

This policy balances hygiene, customer service, and operational requirements to protect both Intimate Wellness and its customers.