Refund & Returns Policy

1. Overview

We understand that sometimes things don’t work out — and that’s okay. At Intima Care, your satisfaction is our top priority. That’s why we offer a 30-day return policy on all eligible purchases.

This policy is in accordance with the Consumer Contracts Regulations (2013) and the Consumer Rights Act (2015), applicable within the United Kingdom.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The item must be returned within 30 days of the delivery date.
  • The item must be unused, unopened, and in its original packaging (including safety seals, labels, inserts, etc.).
  • Proof of purchase (e.g., order number or confirmation email) must be provided.
  • The item must not fall under the category of non-returnable goods (see below).

If these conditions are not met, we reserve the right to deny the return or offer only a partial refund.

3. Non-Returnable Items

Due to health and hygiene reasons, we cannot accept returns on:

  • Opened or used supplement pouches
  • Products where the seal or packaging has been broken
  • Promotional items or free gifts received as part of a bundle
  • Digital downloads, gift cards, or subscription services (if applicable)

We appreciate your understanding, especially since our products are ingestible and sensitive to contamination.

4. How to Initiate a Return

To start your return process, please:

  1. Email contact@intimacare.co with your full name, order number, and reason for return.

  2. Wait for our customer care team to respond with return authorization and instructions.

  3. Carefully package the product and ship it to the provided return address.

  4. Retain your shipping receipt and tracking number. We are not responsible for returns lost in transit.

5. Return Shipping Costs

Unless the return is due to a defective, damaged, or incorrect product, you are responsible for the cost of return shipping. We recommend using a tracked shipping method for proof of return.

Shipping costs are non-refundable, except in the case of our error (e.g., wrong item sent, item arrived damaged, etc.).

6. Refunds

Once your return is received and inspected, we will notify you of the status of your refund:

  • If approved, your refund will be processed to your original method of payment within 5–10 business days.
  • If the item is deemed ineligible (opened, damaged, or outside the return window), we may contact you to arrange reshipment — at your expense.

We do not issue refunds for:

  • Packages marked as “delivered” by the courier but not received (unless proven otherwise after investigation)
  • Delays due to courier issues beyond our control
  • Inaccurate delivery information provided by the customer

7. Exchanges

We currently do not offer direct exchanges. If you would like a different product, size, or flavor, we recommend placing a new order and processing the original item as a return (if eligible).

8. Cancellations

Orders can only be canceled within 2 hours of being placed. After that point, your order is likely in processing or shipping and cannot be stopped. Once shipped, our return policy will apply.

9. Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product:

  • Contact us at contact@intimacare.co within 72 hours of delivery.
  • Please include photos of the packaging and product, along with your order number.
  • We’ll offer a refund or replacement depending on stock and situation.

10. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Double-check your bank account.

  2. Contact your credit card company (it may take time before your refund is officially posted).

  3. If you’ve done all of the above and still have not received your refund, email us at contact@intimacare.co.

11. Right to Refuse Returns

DREAM ECOMMERCE LTD reserves the right to refuse returns or limit refund eligibility if we suspect abuse, fraudulent activity, or repeated return patterns inconsistent with fair use of our policy.

12. Updates to This Policy

This policy may be updated periodically. Changes will take effect upon posting to this page. It is your responsibility to review this policy before making a purchase or return request.

Still Have Questions?

We’re here to help 💗
Email us at contact@intimacare.co and we’ll get back to you within 1 business day (Mon–Fri).

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