Refund and Return Policy

Last Updated: August 2, 2026

At Intimacy Wellness, we are committed to providing high-quality products while ensuring the health, safety, and privacy of our customers. Due to the intimate nature of the products we sell, our return and refund policy is outlined below.

1. Returns

For hygiene and safety reasons, we do not accept returns or exchanges on intimate wellness products, including but not limited to:

  • Vibrators
  • Massagers
  • Masturbation sleeves
  • Adult toys
  • Personal lubricants
  • Intimate accessories
  • Any product that has been opened, used, or has its seal broken

This policy helps ensure the safety and well-being of all our customers.

2. Eligible Refunds & Replacements

You may be eligible for a replacement or refund if:

  • You receive the wrong product.
  • You receive a damaged product.
  • Your product is defective upon delivery.
  • Your order is incomplete or missing items.
  • The product is damaged during shipping.

To qualify, you must contact us within 48 hours of delivery.

3. Proof Required

To process your request, please provide:

  • Your Order Number
  • Photos of the shipping package
  • Photos or videos clearly showing the issue
  • A brief description of the problem

Claims submitted without sufficient evidence may not be approved.

4. Non-Returnable Items

The following items cannot be returned or refunded unless they are defective or damaged upon arrival:

  • Opened intimate products
  • Used products
  • Products with broken hygiene seals
  • Clearance or sale items (unless defective)
  • Gift cards (if applicable)

5. Replacement Process

Once your request is approved, we may:

  • Ship a replacement product at no additional cost, or
  • Issue a refund to your original payment method if a replacement is unavailable.

6. Refund Processing Time

Approved refunds are generally processed within 5–10 business days after approval.

The time it takes for the refund to appear in your account depends on your bank or payment provider.

7. Order Cancellation

Orders may be cancelled only before they are shipped.

Once an order has been packed or dispatched, it cannot be cancelled due to our discreet fulfillment process.

If you wish to cancel your order, please contact us as soon as possible.

8. Refused Deliveries

If a customer refuses delivery or provides an incorrect or incomplete shipping address, any refund (if applicable) will be issued after deducting shipping, handling, and other applicable charges.

9. Discreet Packaging

All orders are shipped in plain, unbranded, and discreet packaging to protect your privacy.

The nature of the products is never displayed on the outer packaging.

10. Quality Assurance

Every product undergoes a quality inspection before dispatch. If you experience any manufacturing defect, please notify us within 48 hours of delivery so we can assist you promptly.

11. Contact Us

If you need assistance with a return, replacement, or refund request, please contact our support team.

Intimacy Wellness

Email: support@thehouseofsextoys.com.

Phone: +91 9924681500

Business Hours: Monday – Saturday, 10:00 AM – 7:00 PM (IST)

Important Notice

Due to the personal and intimate nature of our products, all sales are generally final. Returns are accepted only for items that arrive damaged, defective, incorrect, or incomplete. This policy helps us maintain the highest standards of hygiene, safety, and customer trust.

Disclaimer: This is a general policy template. You should review it to ensure it complies with the consumer protection laws that apply in the regions where you sell (such as India's Consumer Protection Act and any applicable e-commerce rules).