Returns & Replacement Policy

RETURNS & REPLACEMENT POLICY

At INTIVIV™, we are committed to delivering premium products with the highest standards of quality, safety, and hygiene. Due to the intimate and personal nature of our products, we maintain strict return policies to protect the health and safety of all customers.

Please read this policy carefully before placing an order.

 

1. GENERAL POLICY

INTIVIV™ products are intimate wellness and personal care products intended for individual use. For hygiene and safety reasons, we do not accept returns of products that have been opened, used, tampered with, or unsealed, except where required by applicable law.

 

2. ELIGIBLE FOR REPLACEMENT

You may be eligible for a replacement if:

• You received a damaged product.
• You received an incorrect item.
• The product was defective upon delivery.
• The package was tampered with during transit.
• A product was missing from your order.

Claims must be made within 48 hours of delivery.

 

3. SUPPORTING EVIDENCE

To process replacement requests, we may require:

• Order number.
• Photographs of the outer package.
• Photographs of the product received.
• Batch number, if applicable.
• Clear images showing damage or defects.
• An unboxing video (strongly recommended).

Failure to provide sufficient evidence may affect our ability to process your request.

 

4. NON-RETURNABLE PRODUCTS

For hygiene and safety reasons, the following are generally not eligible for return:

• Opened products.
• Used products.
• Lubricants.
• Intimate oils.
• Intimate moisturizers.
• Intimate washes.
• Intimate mists.
• Promotional items.
• Free gifts.
• Subscription products.
• Clearance sale products.
• Gift cards.

Except where required under applicable consumer protection laws.

 

5. DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives damaged, leaking, defective, or broken, please notify us within 48 hours of delivery.

Upon verification, INTIVIV™ may, at its sole discretion:

• Replace the product.
• Replace the affected item only.
• Issue store credit.
• Provide another suitable resolution.

 

6. WRONG PRODUCT RECEIVED

If you receive an item different from the one ordered, please contact us immediately.

Once verified, we will arrange a replacement at no additional cost to you.

INTIVIV™ reserves the right to request photographs and supporting evidence before approving the request.

 

7. MISSING ITEMS

If any item is missing from your order, please notify us within 48 hours of delivery.

Claims may be verified against:

• Shipment records.
• Weight logs.
• Packaging records.
• Courier information.

Approved claims may be resolved through replacement or other appropriate remedies.

 

8. PRODUCTS DAMAGED AFTER DELIVERY

INTIVIV™ is not responsible for damage resulting from:

• Improper storage.
• Mishandling.
• Exposure to excessive heat or moisture.
• Unauthorized alterations.
• Misuse of the product.
• Failure to follow product instructions.

Such products are not eligible for replacement.

 

9. RETURN SHIPPING

If a return is required after approval, INTIVIV™ may:

• Arrange reverse pickup, where available; or
• Request that the product be shipped back.

Customers may be required to cooperate with return procedures.

Unauthorized returns sent without prior approval may not be accepted.

 

10. REFUSAL OF REPLACEMENT REQUESTS

INTIVIV™ reserves the right to decline requests involving:

• Requests made after 48 hours of delivery.
• Opened or used products.
• Insufficient evidence.
• Product misuse.
• Repeated or suspicious claims.
• Fraudulent activities.
• Deliberate damage.

 

11. QUALITY ASSURANCE

Every INTIVIV™ product undergoes quality checks before dispatch. However, despite our best efforts, transit-related issues or manufacturing defects may occasionally occur.

Our team is committed to resolving genuine concerns promptly and fairly.

 

12. LIMITATION OF LIABILITY

To the fullest extent permitted by law, INTIVIV™ shall not be liable for:

• Consequential damages.
• Emotional distress.
• Allergic reactions.
• Product dissatisfaction based on personal preferences.
• Delays in replacement caused by logistics providers.
• Indirect losses arising from product use.

Our liability shall not exceed the purchase value of the affected product.

 

13. CONTACT US

For replacement-related assistance, please contact:

INTIVIV™

Email: care@intiviv.com

Website: www.intiviv.com

Customer Support Hours:

Monday to Saturday

10:00 AM – 6:00 PM IST

 

IMPORTANT NOTICE

Due to hygiene and safety considerations, INTIVIV™ does not generally accept returns of opened or used intimate wellness products.

We strongly recommend customers inspect their package immediately upon delivery and record an unboxing video to facilitate claims relating to damage, defects, or missing items.

Nothing in this Policy limits rights available to consumers under applicable laws, including the Consumer Protection Act, 2019 and other applicable laws of India.

Last Updated: 20/07/2026