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Warranty Policy
Warranty Policy
MyIntimacy provides warranty/replacement support for products that develop manufacturing defects, shipping damage, or discrepancies from the confirmed order. This policy is applied transparently so customers can shop for sexual wellness products with peace of mind.
7 daysContact us from the date of receipt for prompt support.
3-7 daysProcessing time depending on the condition and product category.
Discreet supportReach us via Hotline/Zalo: 0943.055.239
1. Warranty coverage
verifiedProducts purchased from the shop
Applies to products ordered through the official website, hotline, or Zalo of MyIntimacy.
buildManufacturing defects
Technical defects, seal defects, missing accessories, or clear abnormalities discovered before use.
local_shippingShipping-related damage
Items severely damaged, badly crushed, leaking, or no longer in their original condition upon delivery.
2. Conditions for support
- Customer contacts us within 7 days from the time of successful delivery.
- Provide the order phone number, order code, or information allowing the shop to verify the order.
- Provide unboxing photos/video, the product’s condition, and a specific description of the defect.
- The product still has its box, seal, labels, and any accompanying accessories/gifts.
- For products that come into direct contact with the body, the shop prioritizes handling cases where the product has not been used or where the defect is verified as a manufacturing fault.
3. Cases not covered by the warranty
- The product has been used incorrectly, stored improperly, dropped/broken, exposed to water, or deformed due to external impact.
- The customer has, on their own, disassembled, cut, opened the seal, or tampered with the packaging/product before the shop’s verification.
- The product no longer has enough order information for verification.
- The customer expects results beyond what is described, or results vary due to individual physiology, health condition, or manner of use.
4. Warranty process
1Report the issue
Contact Hotline/Zalo 0943.055.239 and send your order information.
2Send photos
Provide photos/video of the product, packaging, labels, and the defect condition.
3Shop verification
Staff verify the issue and inform you of the resolution as soon as possible.
4Replacement/support
Depending on the verification result, the shop will replace the product with a new one, guide you on shipping it back, or provide another suitable resolution.
5. Warranty costs
- If the fault lies with the shop, the manufacturer, or the carrier: the shop covers the processing cost as instructed by our staff.
- If the defect arises from improper use/storage: the shop will clearly inform you of the support cost before proceeding.
- Any replacement, refund, or other support option is confirmed with the customer in advance.
Need to check your warranty?
Send photos/video of the product via Zalo for fast, discreet support.