Shipping & Returns

GENERAL TERMS & POLICY

The Intimate House may amend these rules as needed, with any updates taking immediate effect upon publication on www.theintimatehouse.com. Non-acceptance of these terms constitutes an immediate forfeiture of the right to use The Intimate House's services. Utilization of The Intimate House's services implies acceptance of these rules by all buyers. In the event of a discrepancy, The Intimate House's Policy shall prevail.

Buyers must submit return and refund requests within 20 days from the delivery date for after-sales issues. Should a request be filed after this period, The Intimate House reserves the right to deny any after-sales service.

Prior to requesting an order cancellation, buyers must verify that The Intimate House's Return & Refund Policy permits cancellation at the current stage. If allowable, buyers are required to apply for cancellation, subject to The Intimate House's consent. Please be aware that while The Intimate House will attempt to cancel the order with the warehouse, the ability to do so is not guaranteed.

Should The Intimate House fail to fulfill a buyer’s order within the Order Processing Time specified on The Intimate House’s product page, due to reasons including but not limited to stock shortage or other unforeseen circumstances, The Intimate House is obligated to promptly cancel the order and issue a refund.

In the event that the buyer receives damaged or broken goods and substantiates a refund request with compelling evidence, The Intimate House is obligated to provide a prepaid return label within 3 business days for the return of the damaged or broken items. The Intimate House should process the refund once the returned goods are marked as “in transit” on the logistics website, using the The Intimate House-provided prepaid return label.

For “non-defective remorse returns,” The Intimate House reserves the right to accept or reject such requests in line with its stated policy. The Intimate House will abide by its published policy in these instances.

Should The Intimate House agree to an after-sale request for “non-defective remorse returns” and opt to impose a “restocking & repacking fee,” the total fee charged shall not exceed 35% of the order’s total price.

Under conditions that necessitate a refund based on The Intimate House's policy, The Intimate House enforces specific time constraints. Refunds must be issued within no more than 3 business days, and redelivery must be initiated within no more than 5 business days.

Buyers must ensure that goods are returned within 15 calendar days of receiving a return label. Should this deadline not be met, The Intimate House may exercise the right to withhold the refund.

Upon submitting an after-sales request, the buyer is required to furnish evidence to The Intimate House. If the buyer fails to provide adequate evidence within the timeframe specified by The Intimate House's Return & Refund Policy, The Intimate House reserves the right to decline the return and/or refund request. The determination of whether the evidence is compelling will be made at The Intimate House's discretion.

1. REFUND REQUEST TIMING

Buyers are entitled to request a full refund for orders not dispatched within the timeframe indicated on the order page, as per the estimated processing time.

For Unshipped Orders

The Return & Refund request is made after the stated processing time.

The Intimate House will refund the order.

The Return & Refund request is made within the stated processing time.

Upon receipt of a refund request from the buyer, The Intimate House must act on it — either accept or reject — within three business days. Should The Intimate House not address the request within this period, The Intimate House will issue the refund.

Please be aware that even if the order is within the specified processing time, The Intimate House is still required to process refund requests within the aforementioned three-business-day window.

For Shipped Orders

The Return & Refund request is made after the order has been shipped.

Upon receipt of a refund request from the buyer, The Intimate House must act on it — either accept or reject — within three business days. Should The Intimate House not address the request within this period, The Intimate House will issue the refund.

Please be aware that even if the order is within the specified processing time, The Intimate House is still required to process refund requests within the aforementioned three-business-day window.

2. GOODS RETURNED IN TRANSIT

For orders fulfilled by The Intimate House: If a package is returned to The Intimate House during transit due to a logistics carrier error and the buyer requests a refund, The Intimate House is required to process the refund within 3 business days of the refund request. Conversely, if the buyer chooses redelivery, The Intimate House must begin reshipment within 5 business days of receiving the redelivery request.

Exceptions to this policy, which may preclude The Intimate House's obligation to refund or redeliver, include but are not limited to:

•  The provision of an incorrect or incomplete address by the buyer.
•  The refusal of the buyer’s recipient to accept the goods. This does not apply in instances where the buyer has cancelled the order upon the recipient’s request and The Intimate House has consented to the refusal of delivery.

For pick-up orders: The Intimate House bears no responsibility for issues related to logistics.

3. GOODS DESTROYED IN TRANSIT

For orders fulfilled by The Intimate House: If the package or goods are damaged during transit and the buyer provides proof — such as a screenshot from the logistics website confirming the destruction — The Intimate House is obligated to process a refund within 3 business days of the refund request. Alternatively, if the buyer requests redelivery, The Intimate House should initiate the process within 5 business days of the request.

For pick-up orders: The Intimate House holds no responsibility for any issues related to logistics.

4. WRONG RECEIPT INFORMATION

If the buyer enters incorrect recipient information for an order, they should promptly reach out to The Intimate House via Contact Us to request an update of the order with the correct recipient information.

Please be aware that requests for correcting recipient information or cancelling an order are not guaranteed to be fulfilled.

Should the order have already been dispatched, it is the buyer’s responsibility to contact the logistics company directly to provide accurate information.

If goods are shipped to an incorrect address because the buyer provided wrong information, The Intimate House has the discretion to determine whether to accept the return of the products and issue a refund. Buyers should confirm with The Intimate House whether they are willing to accept the return. In cases where The Intimate House consents to the return, the buyer will be accountable for the return shipping expenses.

Should the order be uncorrectable or non-returnable, the buyer must absorb any associated losses.

5. DEFECTIVE PRODUCTS

Including package breakage, significantly not as described, missing or wrong goods, and quality problems.

Upon receipt, if the buyer encounters any of the above issues, the buyer should submit a refund or redelivery request along with valid proof. Valid proof includes photos or videos that clearly demonstrate the issue with the goods received. Once the request is filed, The Intimate House is required to review the provided evidence and respond within 3 business days.

If The Intimate House, upon reviewing the proof, finds that it does not clearly demonstrate the problem, the evidence is considered invalid. In such cases, The Intimate House reserves the right to deny the buyer’s refund request.

If the buyer’s evidence clearly demonstrates an issue, the review process should not exceed 3 business days. Should a return be necessary for a refund, The Intimate House must provide the buyer with a prepaid return label within 3 business days following approval of the proof. The Intimate House is then required to issue a refund once the tracking information provided by the buyer indicates the return is in transit, which must also occur within 3 business days.

If the goods do not need to be returned, The Intimate House must process the refund within 3 business days of receiving the refund request.

In the event that the buyer opts for redelivery and the proof is deemed valid, The Intimate House must initiate the redelivery within 5 business days of the proof being approved. The Intimate House reserves the right to issue a refund instead if no stock is available for redelivery. Alternatively, buyers may choose to reorder the products once they are back in stock.

6. LOGISTICS ISSUES

6.1 INVALID TRACKING INFORMATION

If The Intimate House confirms that the tracking number provided is incorrect and The Intimate House does not supply the correct tracking information within 3 business days, The Intimate House will issue a refund for the order.

6.2 UNTIMELY TRACKING INFO UPDATES

For orders fulfilled by The Intimate House: Should there be no update on the tracking information for more than 7 business days as indicated on the logistics website, and the buyer requests a refund, The Intimate House must process the refund within 3 business days of the buyer’s request.

For pick-up orders: The Intimate House is not held responsible for any logistics-related issues.

Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances where standard logistics operations may be disrupted.

6.3 EXTENDED SHIPPING DELAYS

For orders fulfilled by The Intimate House: If the actual transit time surpasses the estimated delivery time by 10 days or more, and The Intimate House does not offer any valid updated tracking information, the buyer is entitled to request a refund. Upon such a request, The Intimate House must issue the refund within 3 business days.

For pick-up orders: The Intimate House is not liable for any issues related to logistics.

Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances.

6.4 LOGISTICS EXECUTION RULES

Buyers are required to familiarize themselves with the shipping options provided before placing an order. If multiple shipping methods are offered, The Intimate House must dispatch the order according to the buyer’s selected logistics choice. Non-compliance allows the buyer to seek a refund. However, if the product listing indicates “Seller-Selected Shipping (Buyer Cannot Choose),” The Intimate House retains the discretion to choose the shipping method, and any specific logistics requests made by the buyer at the time of order will not be accommodated.

6.5 RESTRICTIONS ON COMBINED SHIPMENTS

Upon receipt of an order, The Intimate House must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless The Intimate House has received explicit consent from the buyer for such consolidation.

7. MISCELLANEOUS

During public holidays, pandemics, extreme weather conditions, or other exceptional situations, buyers should reach out to theintimatehouse@gmail.com or contact The Intimate House via Contact Us to address any product or logistics concerns.

The Intimate House commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from The Intimate House on such matters within a maximum of two weeks after notification.

If buyers are dissatisfied with the resolution of post-sale issues, they are obligated to initiate a dispute with The Intimate House, which will facilitate the handling of the after-sale matters.