Refund policy

1. Overview

We want you to be satisfied with your Intimauae order. Because of the nature of adult intimate products, refunds and returns are limited for hygiene and safety reasons. Please read this policy carefully before purchasing.

2. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or we sent the wrong item, contact us within 7 days of delivery at support@intimauae.ae with:

  • Your order number
  • Clear photos of the packaging and the issue
  • A short description of the problem

Approved cases may receive a replacement or a refund to the original payment method, at our discretion after we review your claim.

3. Change of mind

Opened, used, or unsealed intimate products generally cannot be returned for change of mind, for hygiene reasons. Unopened items in original sealed packaging may be considered case-by-case within 7 days of delivery. Return shipping is usually paid by the customer unless we agree otherwise in writing.

4. How refunds are issued

Approved refunds are returned to the original payment method used at checkout. Processing time depends on your bank or card issuer and is typically 5–15 business days after we confirm the refund. We will email you when the refund has been submitted.

5. Order cancellation

You may request cancellation before the order is dispatched. Once shipped, the order follows the damaged / incorrect item rules above. If payment has already been captured and cancellation is approved, we refund via the original payment method.

6. Non-refundable situations

  • Products damaged by misuse, improper cleaning, improper storage, or normal wear after delivery
  • Orders with an incorrect customer address when the parcel cannot be recovered
  • Custom or personalised items (unless faulty on arrival)
  • Digital services, gift cards, or promotional freebies unless stated otherwise

7. Partial refunds

If only part of a multi-item order is eligible, we may refund that portion only. Shipping fees are refundable only when the entire order is cancelled before dispatch or when we are at fault for a failed delivery.

8. Contact for refunds

Refund and return requests: support@intimauae.ae. Please include your order number and photos where relevant so we can help quickly.

Last updated: October 2026