Return Policy

At Intensa, we are committed to customer satisfaction. If you would like to return an item, please review our return policy below.

Defective or Damaged Products
If your product arrives defective or damaged, please contact our customer support team immediately at support@my-intensa.com. We will respond as quickly as possible to resolve the issue.

Exceptions & Hygiene Policy
Due to hygiene and health regulations, certain items cannot be returned (in accordance with our general terms and conditions).

Some products do not include a safety seal (such as a seal on the packaging) that would allow us to verify whether they have been opened or used. As a result, we cannot determine their condition after delivery.

For this reason, we cannot accept returns unless we can clearly confirm that the item is unused and unopened.

The following items are generally non-returnable (except if unopened):

  • Condoms, tablets, lotions, and creams

  • Bodysuits, stockings, and tights

  • Wigs

  • Underwear

  • All adult intimate products (including pelvic trainers and similar devices)

  • Intensa gift cards

All other products are covered under our standard return policy.

Return Policy
You may request a return within 30 days of receiving your order.
Returns can only be requested after the product has been delivered.

All return shipping costs (including international shipping fees, duties, or taxes) are the responsibility of the customer.

If you have purchased "Shipping Protection (Insured Shipping)," we will take full responsibility for any loss, theft, or damage during transit and provide a full (100%) refund.

Return Process
To initiate a return, please contact us within 30 days of receiving your order at support@my-intensa.com

Once your return is approved, you will receive the return address and detailed instructions.

Please note:

  • The return shipment must be arranged and paid for by the customer

  • We strongly recommend using a shipping method with tracking

  • The customer is responsible for ensuring the product is successfully delivered back to us

Refunds
Once we receive and inspect the returned item, we will process your refund within 14 days to your original payment method.

Liability
If tracking information shows that an order has been shipped or delivered, INTENSA is not responsible for any issues during transit or loss, unless Shipping Protection was purchased.

The customer is responsible for providing an accurate shipping address. If there is an error, please contact us within 24 hours of placing your order.

Contact
For any questions regarding returns, please contact us at:
support@my-intensa.com

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