Return Policy

At INTENSA, we strive for customer satisfaction. If you wish to return an item, please read our return policy below.

If You Receive a Defective Product

If your product arrives defective or damaged, please contact our customer service immediately at info@myintensa.it. We will respond as soon as possible.

Exceptions and Hygiene Reasons

Some items cannot be returned for hygiene and health reasons (in accordance with Article 10, Paragraph 8 of the Terms and Conditions).

These products do not have a safety seal (for example, a seal on the bottom of the packaging) that allows us to verify whether they have been opened or used. Therefore, it is not possible to determine whether they have been opened or used.

For this reason, we cannot accept returns unless we can confirm that the item is unused and unopened. The following items generally cannot be returned (except in the case of unopened items):

  • Condoms, tablets, lotions, creams

  • Catsuits, stockings, tights

  • Wigs

  • G-strings

  • All adult toys (vibrators, dildos, etc.)

  • INTENSA Gift Cards

The standard return policy applies to all other products.

Return Policy

  • You can request a return within 30 days of receiving your ordered items.

  • Returns can only be requested after you have actually received the product.

  • All return shipping costs (including international shipping) are the responsibility of the customer.

  • Furthermore, if you purchase "Shipping Protection (Insured Shipping)", we take full responsibility for loss, theft, or damage during shipping and will fully reimburse you (100%).

Return Procedure

If you wish to return an item, please contact us within 30 days of receiving your order at info@myintensa.it.

Once your return has been approved, we will provide you with the return address and instructions.

You must return the product at your own expense (this may include shipping costs, customs duties, etc.).

We strongly recommend using a shipping method with a tracking number. You are responsible for ensuring that the item is delivered.

Regarding Refunds

After receiving and inspecting the product, we will refund the purchase amount to your original payment method within 14 days.

Regarding Responsibility

  • If the tracking information shows that the item has been shipped or delivered, we are not responsible for any issues during transit or loss, unless Shipping Protection (Insured Shipping) has been selected.

  • The customer is responsible for providing the correct shipping address. If there are any errors, please contact us within 24 hours of placing your order.

For any questions regarding returns, please contact us at: info@myintensa.it