1. Reserve - Receipt of Merchandise
• For a good practice and a good operation of the system of Exchanges and Returns is essential the previous certification of the reception of the merchandise and confirmation of the totality of the order.
• It is the responsibility of the customer to check the packaging and products immediately after receiving the goods, which is subject to the obligation to make a reservation in case of breached damage and / or packaging.
• In order to avoid that many of the complaints made are not accepted by the carrier / insurer and we are unable to assure you partially or totally, we request that, when the goods are delivered, they will immediately find out if there is any visible damage or if there is some product missing, placing in case of anomaly, this point in the reservations field, in the transport guide. The same anomaly will have to be explained in detail and in writing, since reservations of merchandise subject to confirmation or oral reservations do not count as evidence.
We emphasize that, to seal each of our packages, follows a black and red ribbon, unique and exclusive. We ask that, whenever you see a different colored tape or that it is detached, immediately deduct the reservation in the terms above, as it is clear proof that the order has been violated.
2. Obligation to complete RMA - Exchange and Return Processing
To request an exchange / return order it is imperative that you follow the following steps:
In the online shop, in the customer area: My orders> Open the respective order> Select the product (s) you want to exchange / return> Select the quantity to return> Write the reason for the return> When finished click the button below.
Intimi reserves the right not to make the Exchange or Return if the Process is not followed.
Note: Whenever possible, please send us pictures that show the defects of the product.
3. Specificities of Exchanges and Returns
Right to Return
• You can exchange or return the product 14 days after the delivery of your order, provided that the product and its packaging are in the original shipping state.
• Please be careful when trying the products, as your right to return is only valid if the products returned are new, under the conditions in which they were purchased, unused and unaltered. Intimi reserves the right to refuse return if there is evidence that the procedure has not been carried out.
• For health and hygiene reasons, it is not possible to return "Lingerie" and all kinds of underwear, socks and pantyhose.
• The cost of the return is borne by the customer.
Return in case of defective products
• If a purchased product has a defect or does not look or work as advertised, we repair, replace it free of charge, or make a full refund depending on the situation.
• It should include, whenever possible, photos showing the manufacturing defects.
• The customer may only request a full or partial refund in cases where it is not possible to repair or replace the goods, within a period of 30 days.
• You may not be entitled to a refund if it is a small problem (eg a risk).
• The defect must be marked up to 30 days after the defect is known. (cf. 916th CC).
• In the six months following the delivery of the good, you must show us that the good has a defect or does not correspond to the one advertised.
• After these six months you will have to prove that the defect already existed at the time of receiving the good.
Sole paragraph: Common tests to be carried out before proceeding to the return:
In the case of electronic products, check / replace the batteries. The batteries are a consumable product, therefore, we are not responsible for the non-functioning of the product, related to the wear of the same.
Processing of the Process in the Event of Return of Defective Products.
You should wait for the shipment approval or collection slip. After we authorize the return, you should send the defective merchandise to our address or wait for the collection to be marked. As soon as we give it to you, expert staff will evaluate the problem.
Only, and in the case of a defective article, will we bear the costs of resending the merchandise. Otherwise, we will not be responsible for the costs of resending the product. If we have collected and after analysis, the defect does not occur, we will charge the cost of the collection.
We guarantee a warranty period of 2 years.
In case of any doubt you can always contact the +351 928107370, Monday to Friday from 9am to 6pm (these times are subject to change).