Refund policy

Return & Refund Policy

Last Updated: September 6, 2026

At intimate.pk, we want every customer to have a safe, discreet and satisfactory shopping experience. Because many of our products are personal and intimate in nature, certain products are subject to hygiene-related return restrictions.

By placing an order with intimate.pk, you acknowledge and agree to the following Return & Refund Policy.

1. Eligibility for Returns

We accept returns only where the product qualifies under the conditions mentioned below.

A product may be eligible for return if:

  • You received a wrong product that does not match your order.

  • The product received is defective or damaged before use.

  • The product is materially different from the description or specification shown on our website.

  • The product is unused, unopened and remains in its original, sealed packaging, where the product category permits a return.

Any return request must be reported to us within 48 hours of delivery.

For damaged, defective or incorrect orders, customers may be asked to provide clear photographs or videos of the package and product to help us verify the issue.

2. Hygiene & Intimate Product Restrictions

For health, hygiene and safety reasons, we generally do not accept returns or exchanges of intimate or personal-use products once their original packaging or seal has been opened.

This may include, but is not limited to:

  • Condoms

  • Lubricants and gels

  • Delay sprays and timing products

  • Personal-care products

  • Feminine-care products

  • Undergarments

  • Lingerie and nightwear

  • Any product intended for intimate or personal use where the seal, packaging or hygiene protection has been opened

If an eligible intimate product is received damaged, defective or incorrect, please contact us before using or opening the product.

3. Non-Returnable Items

The following items are generally non-returnable:

  • Opened or used intimate products

  • Products with broken hygiene seals

  • Used undergarments or personal garments

  • Products damaged after delivery due to customer handling

  • Products without their original packaging where the packaging is required for verification

  • Products returned after the applicable return period

  • Products that have been altered, washed, damaged or misused by the customer

4. Wrong or Damaged Product

If you receive a product that is different from what you ordered, or the product arrives damaged or defective, please contact us within 48 hours of delivery.

Please provide:

  • Order number

  • Customer name

  • Contact number

  • Photographs/videos of the package

  • Photographs/videos of the product

  • A short description of the issue

After verification, we may offer one of the following remedies:

  • Replacement of the product;

  • Replacement with an equivalent product, subject to availability; or

  • Refund of the eligible product/order amount, where replacement is not possible.

5. Change of Mind

Returns due solely to change of mind are only accepted where the product is eligible for return, remains completely unused and unopened, and is in its original condition and packaging.

Due to hygiene considerations, opened intimate products cannot be returned merely because the customer has changed their mind.

6. Order Cancellation

You may request cancellation before your order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may need to receive the order and follow the applicable return rules, if the product is eligible for return.

For Cash on Delivery orders, repeated refusal of properly placed orders may affect our ability to accept future orders from the same customer.

7. Refunds

Once a return is approved and the returned product has been received and inspected, we will process the applicable refund.

Depending on the payment method and circumstances, refunds may be made through the original payment method or another mutually agreed method.

Refund processing time may vary depending on the payment provider, bank or financial institution.

Shipping charges may be non-refundable unless the return is due to our error, such as a wrong, defective or materially damaged product.

8. Return Shipping

If the return is caused by our error, such as sending the wrong product or an item that arrived defective, intimate.pk may arrange or reimburse reasonable return shipping costs after verification.

If a return is approved for another eligible reason, the customer may be responsible for the applicable return shipping charges.

9. Rejected Returns

We reserve the right to reject a return where:

  • The product does not meet the return requirements;

  • The product has been opened or used contrary to the applicable hygiene requirements;

  • The product has been damaged after delivery;

  • The return request is submitted outside the applicable time period;

  • The product cannot be reasonably verified as having been purchased from intimate.pk.

10. How to Request a Return or Refund

To request a return or refund, contact us at:

Email: [YOUR EMAIL ADDRESS]
WhatsApp/Phone: [YOUR PHONE NUMBER]

Please mention your order number in the subject/message.

We recommend keeping the original packaging until your order has been fully checked and you are satisfied with the product.

11. Policy Changes

We may update this Return & Refund Policy from time to time. The latest version published on this page will apply to future purchases.

This policy does not limit any mandatory rights or remedies available to consumers under applicable law.

intimate.pk
Pakistan