Cancellations & Refunds

Introduction

This Cancellations, Returns, Refunds and Warranty Policy (“Policy”) governs all purchases made on intimatetribe.com (“Platform”). So, by placing an order, you acknowledge that you have read, understood, and agreed to this Policy.

If you order through a third-party marketplace platform, such as Amazon, Blinkit, or similar, that marketplace’s own policies govern your order. So Intimate Tribe does not process refunds directly for such orders, unless the applicable marketplace policy expressly requires it.

This cancellations and refunds policy also explains our warranty terms in detail below. If you have general questions first, our FAQ page or Shipping Policy may answer them faster. For background, see this overview of consumer protection.

Cancellation Policy

Customer-Initiated Cancellation

• You may request cancellation before we pack or dispatch your order. Once we dispatch an order, we cannot cancel it.
• Please submit cancellation requests by emailing care@intimatetribe.com, Monday to Saturday, 10:00 AM to 7:00 PM IST. If you send a request outside these hours, we will process it on the next working day.
• Intimate Tribe alone determines whether an order is eligible for cancellation. We base this on the order’s processing status at the time we receive your request.
• We cannot partially cancel orders placed under combo packs or promotional bundles. So a cancellation request for a bundle cancels the entire bundle.

Cancellation by Intimate Tribe

We reserve the right to cancel any order, in full or in part, for any of the following reasons:

• Product unavailability or stock limitations
• Pricing or listing errors
• Payment verification failure or suspected fraud
• Operational or logistical constraints
• Regulatory or legal restrictions
• Force majeure events

If we cancel your order after receiving payment, we will process a full refund in accordance with this Policy.

Pre-Dispatch Refund for Customer Cancellations

If you cancel before dispatch, and you paid online, we will process a full refund to your original payment method. Where the payment gateway provider does not refund transaction charges, we may deduct them from the refund amount. We will communicate the applicable deduction, if any, when we confirm your cancellation.

Promotional Codes and Offers

Promotional codes, discounts, free gifts, and bundled offers are non-transferable and non-reusable. So if you cancel an order, you permanently forfeit all associated promotional benefits, without exception or compensation.

Return and Replacement Policy

This section of our cancellations and refunds policy covers returns, replacements, and the limited exceptions that apply.

General Rule – No Returns for Hygiene Products

• Our products are personal, intimate, and hygiene-sensitive. So we do not accept returns or offer replacements once a product has been opened, partially used, fully used, or tampered with.
• All sales are final, except in the limited circumstances described below. This rule applies no matter what reason you provide.

Defective Delivery – Limited Exception

We will only consider a return or replacement request if the delivered product is defective, damaged in transit, materially different from what you ordered, or not as described on the Platform.

To be eligible, the following conditions must be met strictly:

• You must raise the request within 24 hours of delivery.
• Record a continuous, unedited unboxing video, starting from the moment you first open the outer packaging seal. This video must clearly show the outer packaging, the tamper seal, the product, and the alleged defect or damage.
• Submit the unboxing video and supporting photographs with your request, by email from the registered email address linked to your order.
• We will not process requests submitted without video evidence, from unregistered email addresses, or after the 24-hour window.

Grounds for Rejection

• We will reject a return or replacement request if:
• The product has been used, altered, or tampered with
• The product condition does not match the unboxing evidence submitted
• Original packaging, tags, labels, accessories, or freebies included with the order are missing
• The video or photo evidence is unclear, edited, or insufficient
• Your request is raised after the 24 Hour return window
• The package seal was visibly damaged or tampered at the time of delivery and was accepted without reporting

Approved Returns – Reverse Logistics

If we approve your return request, Intimate Tribe will arrange reverse pickup wherever our logistics partners service your pin code. If your location falls outside the serviceable area, you may need to ship the product to our designated address. We will then reimburse reasonable shipping costs, up to a maximum amount we communicate at the time of approval.

Where we confirm the defect, Intimate Tribe will bear all reverse shipping costs. Where our inspection finds no defect, we will return the product to you, and applicable re-shipping charges may apply.

Refund vs Replacement

Upon approval of a valid return:

• We will offer a replacement of the same product, at no extra cost to you, if stock is available. If stock is unavailable, or you prefer a refund, we will process a full refund to your original payment method.
• We will communicate the resolution to you within 3 business days of our team completing inspection of the returned product.

One-Time Claim Limitation

Each product is eligible for only one return or replacement claim. So once we return or replace a product, we will not entertain further claims for it, and we will consider the transaction fully and finally settled.

Tamper-Evident Packaging

• We ship all products in tamper-evident packaging. So we strongly advise you not to accept any package that looks visibly damaged or tampered with at delivery.
• If you accept a damaged or tampered package without recording and reporting it at delivery, you automatically forfeit any return, replacement, or refund claim related to the packaging condition.
• If you notice damage at the time of delivery, please refuse the package and contact us immediately at care@intimatetribe.com

Non-Delivery Claims

If our courier partner marks your order as delivered, but you have not received it, you must notify us within 24 hours of the delivery notification. We will then investigate with our logistics partner and communicate the outcome to you. However, claims raised after 24 hours of the delivery notification may not be eligible for investigation.

Warranty — Electronic Products

Coverage

• All electronic products (including vibrators, massagers, and similar devices) carry a 100-day limited warranty against manufacturing defects from the date of delivery.
• Coverage includes the main functional components of the product, including the motor, circuit board, and charging components.

Warranty Exclusions

The warranty does not cover:

• Normal wear and tear
• Misuse, negligence, or failure to follow product instructions
• Exposure to water, excessive moisture, or extreme temperatures beyond stated product specifications
• Physical or cosmetic damage caused after delivery
• Tampering, disassembly, or third-party modifications
• Missing accessories or components not related to the core product function
• Use by any person under 21 years of age

Cosmetic Defects

You must report cosmetic defects or non-functional appearance issues within 24 hours of delivery, with supporting photo or video evidence. We will not cover cosmetic defects reported after 24 hours.

Warranty Claim Process

• To raise a warranty claim, email us from the registered email address linked to your order with your order confirmation and clear photo or video evidence of the defect.
• Upon verification, we may provide a replacement of the defective component or a product of equivalent functionality if the original model is unavailable.
• If we later find that a replacement product supplied under a verified warranty claim has the same confirmed manufacturing defect, we may process a refund in accordance with this Policy. This refund will constitute full and final settlement of the claim.

Important Note on Product Design

We manufacture all our electronic products as single-assembly units. So you cannot repair or disassemble them without permanently compromising their structural integrity and functionality. We do not offer repair services, and any attempt to repair or dismantle a product will void the warranty.

Return to Origin (RTO) and Failed Deliveries

• If the courier returns a shipment to our facility, because of an incorrect address, an unavailable recipient, or failed delivery attempts, our support team will contact you to determine a resolution.
• You may provide an updated delivery address for a second dispatch, subject to applicable re-shipping charges. Alternatively, you may request a cancellation and refund. We will process this once the package safely returns to our facility and we inspect it.
• Refunds for RTO cases depend on the product’s safe return to our warehouse and completion of verification. Intimate Tribe is not liable for delays in RTO timelines caused by the courier partner.

Refund Processing

Here’s how refunds work under this cancellations and refunds policy, from approval to payout.

• We will process approved refunds within 7 to 10 business days of approval or, for returned products, from the date of successful warehouse verification.
• We will credit refunds to the original payment method used at checkout. If that payment instrument no longer supports a refund, such as an expired card or closed account, we will offer store credit, subject to your consent.
• For Cash on Delivery orders, you will be required to provide valid bank account details to process the refund via NEFT or IMPS.

Order Modifications

This cancellations and refunds policy also covers simple order changes, such as an address or variant update.

• If you wish to change your delivery address or product variant after placing an order, contact us immediately at care@intimatetribe.com. We will accommodate the change if the order has not yet been packed or dispatched.
• Once we dispatch an order, we cannot guarantee address changes, and they become subject to the courier partner’s own protocols. Intimate Tribe is not liable for delivery failures arising from address changes requested after dispatch.

Third-Party Marketplaces

If you order through a third-party platform, including Amazon, Blinkit, Zepto, or similar, that marketplace’s own return and refund policies govern your order. So Intimate Tribe will not process refunds directly for such orders, unless the applicable marketplace policy requires it.

Policy Amendments

We may update this cancellations and refunds policy from time to time, as described below.

Dispute Resolution

• In the event of a dispute arising from this Policy, you agree to first attempt resolution by writing to us at care@intimatetribe.com. We will acknowledge your query within 24 hours and aim to resolve it within 15 business days.
• If we do not reach a resolution, disputes will be subject to arbitration and jurisdiction, as specified in our Terms and Conditions.

Contact Us

For any queries related to this cancellations and refunds policy, including returns, refunds, or warranty claims, write to us at care@intimatetribe.com Monday to Saturday, 10:00 AM to 7:00 PM IST.