Introduction
This Cancellations, Returns, Refunds and Warranty Policy (“Policy”) governs all purchases made on intimatetribe.com (“Platform”). By placing an order, you acknowledge that you have read, understood, and agreed to this Policy.
Orders placed through third-party marketplace platforms (such as Amazon, Blinkit, or similar) are governed by the respective marketplace’s policies. Intimate Tribe is not responsible for processing refunds directly for such orders unless expressly required under the applicable marketplace policy.
Cancellation Policy
Cancellation by Customer
You may request cancellation of an order before it has been packed or dispatched from our facility. Once an order has been dispatched, it cannot be cancelled.
Cancellation requests must be submitted by emailing care@intimatetribe.com between Monday to Saturday, 10:00 AM to 7:00 PM IST. Requests received outside these hours will be processed on the next working day.
Whether an order is eligible for cancellation will be determined solely by Intimate Tribe based on the order’s processing status at the time the request is received.
Orders placed under combo packs or promotional bundles cannot be partially cancelled. Any cancellation request for a bundle will result in cancellation of 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 payment has been received, a full refund will be processed in accordance with this Policy.
Pre-Dispatch Refund for Customer Cancellations
If you cancel before dispatch and the payment was made online, a full refund will be processed to your original payment method. Payment gateway transaction charges, where non-refundable by the gateway provider, may be deducted from the refund amount. The applicable deduction, if any, will be communicated to you at the time of cancellation confirmation.
Promotional Codes and Offers
Promotional codes, discounts, free gifts, and bundled offers are non-transferable and non-reusable. In the event of any cancellation, all associated promotional benefits are forfeited permanently without exception or compensation.
Return and Replacement Policy
General Rule – No Returns for Hygiene Products
Due to the personal, intimate, and hygiene-sensitive nature of our products, we do not accept returns or offer replacements for products that have been opened, partially used, fully used, or tampered with.
All sales are final except in the limited circumstances described in Clause 2.2 below. This applies regardless of the reason provided by the customer.
Defective Delivery – Limited Exception
A return or replacement request will be considered only if the product delivered is defective, damaged in transit, materially different from what was ordered, or not as described on the Platform.
To be eligible, the following conditions must be met strictly:
1. The request must be raised within 24 Hours of the delivery.
2. A continuous, unedited unboxing video must be recorded from the moment the outer packaging seal is first opened. The video must clearly show the outer packaging, the tamper seal, the product, and the alleged defect or damage.
3. The unboxing video and supporting photographs must be submitted along with the request via email from the registered email address linked to your order.
4. Requests submitted without video evidence, from unregistered email addresses, or after the 24 Hour window will not be processed.
Grounds for Rejection
A return or replacement request will be rejected 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
- The 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 your return request is approved, Intimate Tribe will arrange reverse pickup where our logistics partners service your pin code. If your location is outside the serviceable area, you may be required to ship the product to our designated address, and we will reimburse reasonable shipping costs up to a maximum amount communicated at the time of approval.
Where the defect is confirmed, Intimate Tribe will bear all reverse shipping costs. Where no defect is found upon inspection, the product will be returned 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 where stock is available, at no additional cost to you.
Where stock is unavailable or you prefer a refund, a full refund will be processed to your original payment method.
The resolution will be communicated 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. Once a product has been returned or replaced, no further claims will be entertained for that product, and the transaction will be considered fully and finally settled.
Tamper-Evident Packaging
All products are shipped in tamper-evident packaging. We strongly advise you not to accept any package that appears visibly damaged or tampered with at the time of delivery.
Acceptance of a package in a damaged or tampered condition, without recording and reporting it at the time of delivery, automatically disqualifies you from 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 your order is marked as delivered by our courier partner but you have not received it, you must notify us within 24 hours of the delivery notification. We will investigate with our logistics partner and communicate the outcome to you. 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.
Warranty 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
Cosmetic defects or non-functional appearance issues must be reported within 24 hours of delivery with supporting photo or video evidence. Cosmetic defects reported after 24 hours will not be covered.
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 a replacement product supplied under a verified warranty claim is subsequently found to have the same confirmed manufacturing defect, we may process a refund in accordance with this Policy, which will constitute full and final settlement of the claim.
Important Note on Product Design
All our electronic products are manufactured as single-assembly units. They cannot be repaired or disassembled 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 a shipment is returned to our facility by the courier due to an incorrect address, unavailability of the recipient, or failed delivery attempts, our support team will contact you to determine a resolution.
You may opt to provide an updated delivery address for a second dispatch, subject to applicable re-shipping charges. Alternatively, you may request a cancellation and refund, which will be processed once the package has been safely returned to our facility and inspected.
Refunds for RTO cases are contingent 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
Approved refunds will be processed within 7 to 10 business days from the date of approval or, in the case of returned products, from the date of successful warehouse verification.
Refunds will be credited to the original payment method used at checkout. In cases where the original payment instrument no longer supports a refund (such as an expired card or a closed account), store credit will be offered 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
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 an order has been dispatched, address changes are not guaranteed and are 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
Orders placed through third-party platforms including Amazon, Blinkit, Zepto, or similar are governed by the respective marketplace’s return and refund policies. Intimate Tribe will not process refunds directly for such orders unless required by the applicable marketplace policy.
Policy Amendments
We reserve the right to modify or update this Policy at any time without prior notice. The version published on our site at the time of your order shall be the applicable version.
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 a resolution is not reached, disputes shall be subject to arbitration and jurisdiction as specified in our Terms and Conditions.
Contact Us
For any queries related to cancellations, returns, refunds, or warranty claims, write to us at care@intimatetribe.com Monday to Saturday, 10:00 AM to 7:00 PM IST.
