Last updated: November 2, 2026
This Return Policy explains how returns, exchanges, and refunds are handled for orders placed on https://intimateplace.com/, operated by ELEGLO TRADING (HONG KONG) LIMITED.
1. Return eligibility
We accept returns within 30 calendar days after delivery for eligible items.
To be eligible for a return:
- the item must be returned within 30 days of the delivery date;
- the item must be unused, unopened (where sealed), functionally complete, and returned with all included parts;
- the item must include original packaging and accessories where applicable;
- the customer must provide the order number or proof of purchase.
2. Hygiene and non-returnable items
For health and hygiene reasons, the following items generally cannot be returned once opened or used:
- opened adult toys or intimate devices;
- opened lingerie, hosiery, or intimate apparel that has been worn or has broken hygiene seals;
- opened lubricants, personal care, condoms, or sealed hygiene products.
Defective, damaged, or incorrect items are handled under Section 5 below.
3. Exchanges
We accept exchanges for eligible items. If you received a defective, damaged, or incorrect item, contact us before returning it so we can confirm the exchange process. For approved exchanges, the customer is responsible for applicable return and exchange shipping costs unless the issue was caused by our error.
4. Return method and fees
Returns are handled by mail as the standard method for online orders. Please do not send a return without contacting us first.
For non-defective eligible returns:
- customers may be required to download and print a return label;
- a USD 20 return label fee may be deducted from the refund;
- a USD 20 restocking fee may also be deducted from the refund.
For defective, damaged, or incorrect items caused by our error, we will review the case and may waive the return label fee and restocking fee.
5. Defective, damaged, or incorrect items
If an item arrives defective, damaged, or incorrect, email [email protected] within 7 days of delivery with your order number and clear photos. We will arrange a replacement, exchange, or refund as appropriate.
6. Refunds
After we receive and inspect the returned item, we will notify you of approval or rejection. Approved refunds are processed within 7 days after inspection. Your bank or payment provider may need additional time to post the refund.
7. Non-returnable situations
Returns may be refused if:
- the product is returned outside the return window;
- the product is opened or used in a way that violates hygiene rules;
- the product is materially damaged by misuse or customer handling;
- the returned item does not match the original order;
- required parts or accessories are missing.
8. Return address
Please contact us before sending a return. We will confirm the current return address and instructions.
Business / correspondence address:
ELEGLO TRADING (HONG KONG) LIMITED
FLAT/RM 1405B 14/F THE BELGIAN BANK BLDG
NOS 721-725 NATHAN RD MONG KOK
HONG KONG
9. Contact
Email: [email protected]
Contact page: Contact Us