At INTACT, we strive to deliver high-quality jewelry and gift hampers. Due to the nature of our products, we do not accept returns or exchanges unless the item is damaged during transit. Please review our policy carefully.
2.1. No Returns or Exchanges
- We do not accept returns or exchanges for any reason other than damage during transit.
- If you simply change your mind, we are unable to offer any refunds or exchanges, so please choose your products carefully before purchasing.
2.2. Damaged or Defective Items
- If your order arrives damaged or defective, we are happy to offer an exchange of the same product, subject to availability.
- In order to process an exchange, you must provide a video of the parcel being opened. This video is required to assess and verify any damage or defect in the product.
- The video must clearly show the entire unboxing process, starting from the opening of the packaging to the inspection of the item. This is crucial for us to evaluate whether the damage occurred during transit.
2.3. How to Report a Damaged Item
- If you receive a damaged item, please contact our customer service team immediately at support@shopintact.com within 1-2 days of receiving your package.
- In your email, include the following:
- Your order number
- The video of the parcel opening
- A brief description of the damage or defect
2.4. Process for Exchanges
- Once we receive your video and confirm that the damage occurred during transit, we will send you a replacement of the same item, if available.
- If the item is out of stock, we will offer you an alternative item of equal value or a store credit.
2.5. Shipping Costs for Damaged Items
- If the item is confirmed to be damaged during transit, we will cover the shipping costs for returning the damaged item and sending the replacement.
2.6. Important Notes
- We highly recommend that you inspect your order as soon as you receive it and open the parcel in a safe, secure location where you can easily capture the unboxing process on video.
- Failure to provide a video of the parcel being opened will result in the exchange request being declined.
- Personalized or custom-made items are not eligible for exchange, unless damaged during transit.