Refund policy
Last Updated: 10.08.20026
Welcome
At Intomnia, your privacy, comfort, and satisfaction matter to us. We want you to feel confident when shopping with us, so we've outlined our return and exchange policy below.
Please take a moment to review this policy before placing your order. By completing a purchase on our website, you agree to the terms described in this Return & Exchange Policy.
All Sales Are Final
Because our products are intended for personal use, we generally do not accept returns or exchanges once an order has been delivered. This policy helps protect the health, safety, and privacy of all of our customers.
This applies to any product that may come into contact with the body, is intended for personal use, or cannot be safely resold after delivery.
The only exceptions are those specifically described in this Return & Exchange Policy.
Damaged, Defective, Missing, or Incorrect Items
If your order arrives damaged, defective, incomplete, or if you receive the wrong item, we're here to help.
Please contact our Customer Support team within seven (7) calendar days of receiving your order so we can review the issue and determine the best solution.
To help us process your request as quickly as possible, please include:
- your order number;
- a brief description of the issue; and
- clear photos and, when applicable, a short video showing the problem.
In some cases, we may ask for additional photos, videos, or other information needed to verify your claim.
Once we've received all of the necessary information, we typically review claims within five (5) to ten (10) business days.
If your claim is approved, we may offer one of the following, depending on the circumstances:
- a replacement item;
- store credit; or
- another appropriate resolution.
If a replacement or suitable alternative isn't available, we may issue a refund instead. Refunds may also be provided in other exceptional situations when appropriate.
What's Covered
This policy covers verified manufacturing defects and products that do not function as intended when used under normal conditions and in accordance with the manufacturer's instructions.
What's Not Covered
This policy does not apply to:
- normal wear and tear;
- minor cosmetic imperfections that do not affect the product's performance or intended use;
- damage resulting from misuse, improper handling, unauthorized modifications, or failure to follow the manufacturer's instructions; or
- damage that occurs after the product has been delivered.
Return Authorization
Please contact our Customer Support team before sending any item back.
To request a return authorization, email us at support@intomnia.com.
Returns sent without prior authorization may be refused or may not be processed.
If your return or replacement is approved, we'll provide detailed instructions, including the return address and any applicable shipping requirements.
Returning an Approved Item
If your return has been approved, please send the item back with all original contents, including:
- the original packaging;
- any instructions or manuals;
- accessories; and
- any other items that were included with the product.
Incomplete returns may affect the resolution of your claim, including your eligibility for a refund, replacement, or store credit.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. Cancellation requests made within one (1) hour of placing an order have the best chance of being processed.
While we'll do our best to accommodate your request, we can't guarantee that an order can be canceled once it has entered processing, fulfillment, packing, or shipment preparation.
Once an order has been handed over to the shipping carrier, it can no longer be canceled.
If your order is no longer eligible for cancellation, any available options will be subject to this Return & Exchange Policy.
Shipping Address
Please make sure your shipping address is complete and accurate before placing your order.
Intomnia is not responsible for orders shipped to an incorrect, incomplete, or outdated address provided at checkout.
Once an order has been shipped, we may not be able to change the delivery address or redirect the package.
Refused or Unclaimed Shipments
If a shipment is refused, returned to us as unclaimed, or cannot be delivered because the recipient failed to accept or collect it, any original shipping charges, return shipping costs, and other related expenses are non-refundable.
Any refund or store credit, if applicable, may be reduced by these costs.
Freight Forwarders & Package Forwarding Services
If you choose to ship your order to a freight forwarder, package forwarding service, or consolidation company, you do so at your own risk.
Our responsibility for the shipment ends once the package has been successfully delivered to the forwarding company's address. After that point, Intomnia is not responsible for any loss, damage, delay, misdelivery, or other issues that may occur during subsequent transportation or handling.
Free Gifts & Promotional Items
If your order included a free gift, bonus item, or other promotional product, it must be returned along with the eligible item if a return has been approved.
If the promotional item is not returned, we may deduct its retail value from any refund or store credit, where permitted by applicable law.
Discreet Packaging
Your privacy is important to us.
All orders are shipped in plain, unbranded packaging with no indication of the contents on the outside of the package.
Right to Refuse Service
To help protect our customers and our business, Intomnia reserves the right to deny a return, exchange, replacement, refund, or future service in cases including, but not limited to:
- abuse or misuse of this Return & Exchange Policy;
- fraudulent or attempted fraudulent activity;
- knowingly false, misleading, or incomplete information submitted in connection with a claim; or
- any other activity that Intomnia reasonably believes to be fraudulent, abusive, or suspicious.
Payment Disputes & Chargebacks
If you have a question or concern about your order, we encourage you to contact our Customer Support team before filing a payment dispute or chargeback with your bank or payment provider. In most cases, we're able to resolve issues quickly and directly.
If a chargeback is filed, Intomnia reserves the right to respond with any relevant information supporting the transaction, including, but not limited to, order details, delivery confirmation, tracking information, customer communications, and the terms of this Return & Exchange Policy, as permitted by applicable law.
Intomnia also reserves the right to challenge chargebacks that we reasonably believe are fraudulent, unsupported, or otherwise inconsistent with this Return & Exchange Policy.
Contact Us
If you have any questions about your order, or need help with a return or exchange, our Customer Support team is here to help.
Please contact us before sending any item back.
Email: support@intomnia.com
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at intomnia@yahoo.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at intomnia@yahoo.com.