Refund policy
Customer satisfaction
If you have a complaint or concern about a product, please contact us at info@intuisse.com and we’ll do our best to help. This policy does not affect your legal rights if an item is faulty or not as described.
Our returns policy
Because our products are intended for personal use, items cannot be returned once they can no longer be resold for hygiene reasons. This means:
- Eye masks can be returned only if the seal is unbroken.
- Applicator-and-refill products can be returned only if the refill has not been inserted into the applicator.
- Cleansing lotion and other items can be returned only if unused and unopened.
Items that have been opened, used or assembled cannot be returned.
To request a return, contact us at info@intuisse.com within 14 days of receiving your order, with your order number and reason. We’ll confirm where to send it. If approved, we’ll refund your original payment method, excluding any premium delivery charge. Processing time depends on your card issuer or payment provider.
Right to cancel (UK and EU customers)
If you are a consumer in the UK or EU, you have the right to cancel your order within 14 days without giving a reason. The period runs from the day you receive the goods.
To cancel, use the Submit Withdrawal link in our footer and we’ll confirm your request by email. If you have any difficulty, contact us at info@intuisse.com with your order number.
Please send the goods back without undue delay, and no later than 14 days after telling us you’re cancelling. We’ll confirm the return address. You are responsible for the direct cost of returning the goods.
We’ll refund all payments received, including standard delivery but not any extra charge for premium delivery, within 14 days of being informed. We may wait until we’ve received the goods back, or proof that you’ve sent them, before refunding.
This right does not apply to items sealed for hygiene reasons once they have been opened, used or assembled, as set out above.