Warranty Policies

1. Warranty period:

All products sold by SM INTIMATE come with a one- year warranty from the date of purchase.

2. Requirements to request the guarantee:

• Clear images or videos: The customer must provide photos or videos that clearly and thoroughly show the product damage. This is necessary to accurately diagnose whether the problem is covered by the warranty.
• There is no evidence of mistreatment or misuse: The product must not show signs of mistreatment, misuse, or improper handling by the customer.

3. Warranty conditions:

• Technical diagnosis: Our suppliers' technical department will evaluate the product and determine if the failure is due to a quality or manufacturing defect.
• Use of lubricants: The customer should be aware that silicone lubricants should NOT be used with silicone toys , as they may cause irreparable damage that will not be covered by the warranty.

4. Cases not covered by the warranty: The warranty does not cover:

• Damage caused by misuse, mistreatment or improper handling of the product.
• Damage from the use of incompatible lubricants (e.g., silicone lubricants with silicone toys).
• Other specific cases are mentioned in the description of each product.

5. Procedure for sending the warranty :

• Product destruction: Once the warranty is approved, the consumer must send a video showing the destruction of the product to avoid cross-contamination.
• Warranty shipment: After receiving proof of destruction, we will proceed to send the replacement or equivalent product.

6. Out of stock product:

If the claimed product is out of stock, the customer will receive a credit balance for the value of the purchased product, which can be used to purchase another product from the store.

7. Shipping cost:

The shipping cost of the replacement product will be covered by SM INTIMATE.