Refund policy

Refund policy

At the heart of our brand is a simple belief: happy customers build lasting success. That’s why we’re dedicated to ensuring every customer is completely satisfied — your happiness is our top priority.

Money-Back Guarantee

  • We offer a 90‑day money‑back guarantee for first‑time, non‑subscription purchases of each unique product or bundle — because we stand behind the quality of what we create.

 

  • Want to learn more about how it works and which purchases are eligible? Check out this article for full details. If you're not satisfied with the results, simply reach out to our Customer Experience Team to check your eligibility for a refund by CLICKING HERE.

 

  • In rare cases, we may ask you to safely destroy the product before issuing a refund — this precaution helps ensure that potentially compromised products are not consumed by people, pets, or wildlife.

Claiming Refunds

At Her Intima, your satisfaction is our top priority. Here are some things you should note about our policy for claiming refunds. Refunds for subscription orders placed after December 1, 2024, are not eligible under this guarantee.

Eligible for Refund:

1. Money‑Back Guarantee: You have 90 days from the delivery date to submit a refund claim for eligible one‑time purchases.

2. Limit on Refund Quantity: Only up to 2 products per customer are eligible for a refund. Requests to refund more than 2 products will not be accepted.

3. Order Cancellation:

  • If the order is canceled before shipping, you’ll receive a full refund, including shipping fees.
  • If the order has already shipped, your refund will exclude shipping fees & a 20% deduction will be applied for processing and handling costs

Not Eligible for Refund:

1. Misuse or Unauthorized Purchases:

  • No refunds for products that have been misused, intentionally damaged, expired, discontinued, or purchased from unauthorized resellers.
  • Misuse includes exceeding recommended dosage, improper storage (heat or moisture), mixing with other substances against guidelines, or any use not aligned with intended purpose.

2. International Orders: No refunds for international orders, except under special circumstances at our discretion. “International” refers to any country outside the U.S.

3. Subscription Orders: All subscription orders are excluded from the guarantee.

4. Delivery Issues: Lost-in-transit items, damaged packaging, or “delivered” but not found are not guaranteed refunds; replacements may be offered at our discretion.

5. Incorrect or Incomplete Addresses / Unclaimed Packages: Refunds are not provided for issues due to customer address errors or failed pickups.

6. Refusal of Delivery & Failed to Pick Up: No refunds if the customer refuses delivery, fails to pay customs/import duties, or doesn’t pick up the package.

7. Fraud or Policy Abuse: We reserve the right to deny refunds if fraud or repeated abuse is suspected.

8. Loyalty Program, Discounted or Promotional Items: Products purchased under promotions, discounts, or using loyalty rewards/store credit are typically not eligible.

9. Failure to Follow Return Process: Returns not following proper process (no prior request, missing info, unapproved return) will not be refunded. Only U.S. returns with prior approval may be accepted.

10. Used or Opened Products: Refunds may only apply if the product is unopened and unused.

11. Product Experience & Sensory Feedback: Complaints about taste, color, or scent are not eligible for refunds.

12. Incorrect Purchases: Buyer’s remorse, ordering too many, or accidental orders are not eligible.

Refund Turnaround Time

  • Important note: Bank processing times vary. Please refrain from filing a dispute or chargeback as it can significantly delay refunds—sometimes over 60 days, depending on your bank’s investigation.
  • If you have issues with your order or refund timeline, contact our Customer Experience Team first for faster resolution.
  • PayPal: Refunds are typically processed within 1–2 business days and reflected instantly. If using PayPal eCheck, it may take 4–7 business days or up to 10 business days to clear; if not cleared after 10 days, please contact us.
  • Credit / Debit Cards: Refunds usually take 5–10 business days to reflect in your statement. If not seen after 10 business days, contact your bank, then inform us.

Pausing, Skipping, or Delaying Subscription Orders

You can pause, skip, or delay upcoming subscription shipments via a provided form. Submit your request before the next order date for smooth handling

Changing Order Details or Cancelling Your Order

  • Get in touch ASAP with your order number if you wish to amend or cancel.
  • Changes or cancellations are only possible if the order hasn’t been fulfilled.
  • Modify or cancel requests must be made within 12 hours of ordering.
  • Requests outside business hours (8:30 AM–8:00 PM PST) or during holidays may face delays or denial.
  • Cancelling a subscription doesn’t cancel already charged orders

Returns

We do not accept returns of our supplements unless explicitly requested by us—for quality improvement purposes. If requested, we’ll provide detailed return instructions.

U.S. Domestic Return Policy:

  • Only U.S. returns are accepted, and must be pre-approved. Unauthorized or improperly submitted returns will be denied.
  • Products must be unopened, sealed, and resellable; all items from eligible orders must be included.
  • Return shipping is at the customer's expense.
  • Upon receiving and verifying the return, we will issue a full refund of your original order total, processed immediately. Please provide tracking number and shipping label upon return.

International Return Policy (Outside U.S.):

  • Returns not accepted for international orders.
  • Partial refunds (up to 50%) or reshipments may be considered case-by-case, at our discretion.

Damaged Items or Package

  • We’re not liable for issues caused by third-party carriers.
  • If a product is damaged upon arrival, contact our Customer Experience Team to see if you're eligible for a refund or replacement.
  • We may ask you to safely destroy the damaged product to prevent accidental consumption.
  • For reshipment eligibility, notify us within 7 days via email (include photos of damage, batch number, expiry, and order ID). If still in stock, a replacement may be sent.

Refusal of Service

We may, at our discretion, refuse future service to customers based on their refund/return history

Disclaimer

Statements on this website are not evaluated by the FDA. These products are not intended to diagnose, treat, cure, or prevent any disease.