Refund policy

1. General information

We want you to be satisfied with your purchase from Intimate Elegance. This policy explains when and how you can return products, exercise your statutory right of withdrawal and obtain a refund.

Nothing in this Refund & Returns Policy affects your statutory consumer rights under applicable EU and national law, including Polish law where it applies.

2. Statutory 14‑day right of withdrawal (EU / Poland)

If you are a consumer in the European Union, including Poland, and you purchase products from us online, you have the right to withdraw from the contract within 14 days without giving any reason, subject to the exceptions described in Section 5 below.

2.1 Withdrawal period

The withdrawal period is 14 calendar days and starts on the day after you (or a third party other than the carrier, indicated by you) physically receive the goods.

If your order is delivered in multiple consignments or pieces, the period starts on the day after you receive the last item or part.

If we did not properly inform you about your right of withdrawal, the withdrawal period may be extended in accordance with applicable law (up to an additional 12 months under Polish law).

2.2 How to exercise the right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract before the 14‑day period expires.

You can do this by sending us a clear statement, for example:

  • Post:
    Vertixion – Intimate Elegance
    14, Venus
    Triq Il‑Kan. Karm Bugelli
    BBG 2481 Birżebbuġa
    Malta

You may, but do not have to, use the EU model withdrawal form (Annex I to Directive 2011/83/EU) or a national template; if you wish, we can send you such a form by email on request.

To meet the withdrawal deadline, it is sufficient that you send your communication before the 14‑day period has expired.

2.3 Return of goods after withdrawal

After sending your withdrawal statement, you must send the goods back to us without undue delay and in any event no later than 14 days from the day on which you informed us of your decision to withdraw.

Please send returns to:

Vertixion – Intimate Elegance
14, Venus
Triq Il‑Kan. Karm Bugelli
BBG 2481 Birżebbuġa
Malta

You are responsible for properly packaging the goods to avoid damage in transit and for including proof of purchase (e.g. order confirmation or invoice) to help us identify your return.

3. Costs of returns and delivery charges

3.1 Cost of returning goods

Unless we explicitly state otherwise, you will bear the direct cost of returning the goods when exercising your statutory right of withdrawal, provided we have clearly informed you of this prior to conclusion of the contract.

If we have not properly informed you about the obligation to bear the return costs, we may be required to bear those costs under applicable law.

3.2 Refund of original delivery costs

When you withdraw from the entire contract within the 14‑day statutory period, we will reimburse all payments received from you for the goods, including the standard cost of delivery (i.e. the least expensive type of standard delivery we offered).

If you chose a more expensive type of delivery than the standard delivery offered by us (for example express or courier delivery), we are not obliged to refund the additional costs related to your choice.

If you withdraw only in respect of part of your order, the delivery costs will be reimbursed proportionally where required by law.

4. Condition of returned goods and reduction of refund

You may handle and inspect the goods only as you would be allowed to do in a physical store in order to establish their nature, characteristics and functioning.

You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. We may reduce the amount of the refund accordingly if the product shows signs of excessive use, damage or missing parts, while still processing the withdrawal itself where the right has not been excluded by law.

For intimate products, sex toys and similar items intended for personal use, even limited use beyond what is necessary to verify basic characteristics may significantly reduce their value due to health and hygiene considerations.

5. Exceptions and non‑returnable items (health & hygiene)

The statutory right of withdrawal does not apply to certain categories of goods. In particular, under EU and national law (including Poland), you do not have the right of withdrawal for sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed by you after delivery, goods made to your specifications or clearly personalised, and other categories defined by applicable law.

For our assortment, this means in particular:

  • Sex toys and intimate devices:
    All sex toys and intimate devices are supplied in sealed hygienic packaging. For health and hygiene reasons, these products cannot be returned once the hygienic seal has been broken or the packaging opened after delivery, except where the product is defective or non‑conforming.

  • Lingerie, underwear and hosiery:
    Lingerie, underwear and similar garments that come in sealed hygienic packaging are not returnable once the hygienic seal has been broken. Where such products are supplied without hygienic sealing, they may be returned under the statutory right of withdrawal only if they show no signs of wear and have been tried on in a way comparable to trying on in a physical store (for example over your own underwear), with tags attached and free from odours, stains or damage.

  • Cosmetics, lubricants and personal‑care products:
    For cosmetics, lubricants and similar liquid or semi‑liquid products, the statutory right of withdrawal does not apply once the safety or hygienic seal has been broken or the container has been opened after delivery, due to health and hygiene reasons, unless the product is defective or non‑conforming.

  • Personalised or custom items:
    Products that are personalised or made to your specifications (for example customised engravings or bespoke sizing) cannot be returned under the statutory right of withdrawal unless they are faulty or non‑conforming.

We will clearly indicate on the product page and/or during checkout where a specific item is:

  • supplied in sealed hygienic packaging and cannot be returned once unsealed, and/or

  • personalised or made to your specifications,

so that you can make an informed purchasing decision.

This does not affect your rights where the product is defective, damaged on arrival or otherwise non‑conforming; in such cases, statutory warranty rights apply as set out in Section 6.

Sale items and gift cards are generally non‑returnable under our contractual return policy, unless they are faulty or non‑conforming, in which case you retain your statutory rights.

6. Faulty or non‑conforming goods (warranty / “rękojmia”)

If you receive a product that is defective, damaged, incomplete, or does not match the description or contract, you have statutory rights under EU law and the national law of your country of residence (including the Polish Civil Code on statutory liability for defects – “rękojmia” – if you reside in Poland).

In such cases:

  • Please inspect your order upon receipt and contact us as soon as reasonably possible at office@vertixion.eu, describing the problem and, where possible, providing photos.

  • You may be entitled to have the product brought into conformity free of charge, by repair or replacement, within a reasonable time and without significant inconvenience, or, where the legal conditions are met, to a price reduction or rescission (termination) of the contract and refund.

  • Where statutory warranty applies, we bear all necessary costs associated with bringing the goods into conformity, including transport, labour and materials, and the cost of returning a defective product.

These rights exist independently of and in addition to the 14‑day right of withdrawal.

7. Our contractual 14‑day return policy

In addition to your statutory rights, we provide a contractual 14‑day return policy under which you can request a return within 14 days after receiving your item, even where the statutory right of withdrawal does not apply (for example for certain sale items), provided that:

  • the item is not excluded from return by Section 5 of this Policy (for example unsealed sex toys, opened cosmetics or unsealed hygienic‑packaged lingerie) or by mandatory law;

  • the item is in the same condition that you received it, unworn or unused beyond what is necessary to establish its nature, characteristics and functioning, with all tags and hygienic seals intact where applicable, and in its original packaging; and

  • you have proof of purchase.

For health and hygiene reasons, we do not accept contractual returns of sex toys, intimate devices, opened cosmetics, lubricants or personal‑care products, or hygienically sealed lingerie and underwear where the seal has been broken, unless the product is faulty or non‑conforming.

To request such a contractual return, please contact us at office@vertixion.eu before sending any items back. Items sent back to us without first requesting a return may not be accepted.

This contractual policy does not reduce or replace your statutory rights; where statutory rules grant you more favourable protection, those rules prevail.

8. Return procedure

To start any return (statutory withdrawal, faulty goods, or contractual return), please:

  1. Contact us at office@vertixion.eu with your order number, details of the product(s) you wish to return and the reason for return.

  2. Wait for our confirmation and instructions. If your return is accepted, we may provide you with a return shipping label or instructions for shipping the package at your cost or ours, depending on the legal basis of the return and what we have agreed.

  3. Pack the items securely, ideally in the original packaging, and include proof of purchase.

  4. Send the package back to the address specified in our instructions.

Items sent back to us without first requesting a return will not be accepted unless required by law.

You can always contact us with any return question at office@vertixion.eu.

9. Refunds

We will notify you once we have received your return and inspected the goods (where inspection is appropriate), and will inform you whether the refund has been approved.

If you are exercising your statutory right of withdrawal:

  • We will refund all payments received from you for the goods, including the standard delivery cost, without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.

  • We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

If the return is based on statutory warranty for faulty/non‑conforming goods, we will process the refund, repair, replacement or price reduction in accordance with applicable law and within the required time limits.

Refunds will be made using the same means of payment you used for the initial transaction, unless we have expressly agreed otherwise with you and provided that you do not incur any fees as a result of such refund.

Please remember that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at office@vertixion.eu.