Warranty Terms
Warranty & RMA Terms
1. General Warranty
We aim to ensure that all products are supplied in proper condition and correspond to the product description shown in our online store.
Products may be shipped from international fulfilment centres. Estimated delivery time is normally 2–3 weeks, depending on the destination country, international transportation, customs processing and local delivery conditions.
2. Defective, Damaged or Incomplete Orders
If your order arrives defective, damaged, incomplete or materially different from the product ordered, please contact our customer service within 14 days of delivery.
Customers should inspect their order promptly after receiving it.
3. RMA Request
To submit an RMA request, please provide:
- Order number
- Full name and contact information
- Description of the defect or missing item
- Clear photographs of the product
- Photographs of the packaging where relevant
- Video evidence where reasonably required to demonstrate a functional defect
We may request additional information necessary to verify the claim.
4. Replacement Product Policy
For an approved RMA claim, our primary remedy is a replacement product or replacement part.
We do not offer voluntary refunds as an alternative to a replacement where a suitable replacement can reasonably be provided.
Depending on the circumstances, we may:
- Replace the defective product
- Replace missing or defective components
- Send missing parts
- Provide another equivalent replacement product
Replacement products may be shipped from an international fulfilment centre and may therefore require approximately 2–3 weeks for delivery, depending on the destination.
5. No Voluntary Refund Option
Our commercial RMA policy is based primarily on replacement rather than refunds.
A customer cannot normally request a refund instead of an available replacement merely as a matter of preference.
However, nothing in these terms limits any mandatory rights that the customer may have under applicable consumer protection legislation.
6. International RMA Processing
Because products may be supplied through international fulfilment centres, return and replacement instructions may vary by product and destination.
Do not return a product before receiving RMA instructions from customer service.
The designated return address may differ from the original shipping address.
7. Customs and Import Charges
International shipments may be subject to customs clearance, import VAT, customs duties, handling fees or other charges imposed by the destination country.
Customers should be aware that customs processing may also delay delivery.
8. Warranty Exclusions
Replacement coverage does not normally apply to damage resulting from:
- misuse
- accidental damage after delivery
- unauthorized modification
- unauthorized repair
- incorrect installation
- improper storage
- failure to follow product instructions
- normal wear and tear
- use outside the intended purpose of the product
Mandatory statutory rights remain unaffected.
9. Hygiene-Sensitive Products
For hygiene-sensitive products, customers should not use, open or remove hygiene seals unnecessarily when a defect is suspected.
Where permitted by applicable law, opened hygiene-sensitive products may be excluded from ordinary returns.
This restriction does not remove statutory rights relating to genuinely defective, damaged or incorrectly supplied products.
10. Replacement Delivery
Once an RMA claim has been approved and a replacement has been arranged, international replacement delivery normally takes approximately 2–3 weeks.
Actual delivery time may vary depending on:
- destination country
- international transport
- customs clearance
- carrier delays
- warehouse availability
11. Statutory Consumer Rights
These Warranty & RMA Terms provide a commercial replacement procedure and do not exclude or reduce mandatory consumer rights under applicable law.
Where applicable law requires another remedy because replacement is impossible, unavailable or cannot be completed within a reasonable period, the customer’s statutory rights will apply.
12. Contact
For defective, damaged or incomplete orders, please contact customer service within 14 days of receiving your order.
Please provide sufficient photographs, videos and order information so that the RMA claim can be processed efficiently.
rma@intimatesin.com