INTOme Returns and Exchanges Policy
Introduction
At INTOme, we strive to ensure that our customers are completely satisfied with their purchase of our products (products). However, if you need to return a product, we are here to help. Please read our Returns and Exchanges Policy carefully.
Eligibility for Returns
We accept the return of products under the following conditions:
- Unopened and Unused: The product must be in its original packaging, unopened, and unused.
- Time Frame: The return must be initiated within 30 days of the purchase date.
Non-Returnable Items
Due to the intimate nature of our products, we cannot accept the return of Products that have been opened or used, except where required by law, or if the product is damaged or defective (see below).
How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email our customer service team at intome@samsonmedtech.com with your order number and reason for return.
- Return Authorisation: Wait for a return authorisation email from our customer service team which will include instructions on how to send your product back to us.
- Pack Your Item: Securely pack the item in its original packaging, including any accessories, manuals, and documentation, and please follow any instructions provided by the customer service team.
Return Shipping
- Customer Responsibility: You are responsible for paying for your own shipping costs for returning your item.
- Tracking: We recommend using a trackable shipping service or purchasing shipping insurance. It is your responsibility to ensure that INTOme receives your returned product. If INTOme does not receive your returned product, we cannot process your refund.
Inspection and Refunds
Once we receive your returned product, we will inspect the item to ensure it meets our return criteria. If our return criteria is met:
- Inspection Time Frame: Please allow up to 7 business days for us to process your return after we receive it.
- Refund Processing: If your return is approved, we will process your refund and a credit will automatically be applied to your original method of payment. Please note that it may take some time for your bank or credit card company to process and post the refund.
If our return criteria are not met on inspection, we will be unable to process your refund and a member of our customer service team will be in touch to discuss the next step.
Exchanges
We do not offer direct exchanges. If you wish to exchange a product, please return the original product, following the return process set out above, and place a new order for the desired product.
Damaged or Defective Products
If you receive a product that is damaged or defective, please contact us within 7 days of receiving the product. We will arrange for a replacement or refund as necessary. Please provide detailed information and, if possible, photos of the damaged or defective product.
If you have received a damaged or defective, and INTOme has agreed to replace or refund the product, any shipping costs will be paid/reimbursed by INTOme.
Contact Us
If you have any questions about our Returns and Exchanges Policy, please contact us at:
INTOme
Email: intome@samsonmedtech.com
Address: Suite 3.04, Level 3, 8 Rodborough Rd, Frenchs Forest NSW 2086
