Return & Refund Policy

Effective Date: September 20, 2025This policy applies exclusively to users in the United States who purchase intimate apparel products (including intimate lingerie, intimate loungewear, intimate panties, intimate fishnet sets, and intimate hosiery) via sxintense.com. It covers return requests and refund processes for U.S.-shipped orders only.

1. Eligibility for Returns

Given the personal hygiene nature of intimate apparel, returns are strictly limited to product-related issues (not user preferences). Below are the criteria for eligible and ineligible returns:

1.1 Eligible Returns (Product-Related Issues Only)

Returns will be accepted only if the product has one or more of the following issues (confirmed by our team):

  • Manufacturing defects (e.g., broken straps, unstitched seams, fabric tears).
  • Incorrect product (e.g., receiving a different style/size than ordered).
  • Missing items (e.g., incomplete set, missing accessories as listed on the product page).
  • Size discrepancies (only if the received product does not match the U.S. ANSI size chart displayed on sxintense.com, excluding user size selection errors).

1.2 Ineligible Returns (No Product Issues)

Returns will NOT be accepted under the following circumstances (even if the product is unused):

  • User personal preferences (e.g., "changed my mind," "doesn’t fit my style").
  • Incorrect size selection (e.g., ordering a size M but needing a size L, if the product matches the size chart).
  • Used/worn products (even briefly) or products with damaged hygiene seals (e.g., removed tags, opened original packaging that ensures hygiene).
  • Orders shipped more than 30 days prior to the return request (except for quality issues discovered after initial use, which must be reported within 7 days of discovery).

2. Return Process (For Eligible Product Issues)

To request a return for a product-related issue, follow these steps:

  • Contact Customer Service First: Send an email to shoplingerie@bk.ru with the subject line "US Return Request - [Your Order Number]". Include the following information:
    • Your full name, order number, and shipping address.
    • Clear photos/videos of the product issue (e.g., defect, incorrect item) and the original packaging.
    • A brief description of the problem (e.g., "Strap broke on first wear," "Received size S instead of size L").
  • Await Our Response: Our team will review your request within 3 U.S. business days (excluding weekends and U.S. federal holidays). We will:
    • Confirm if the return is eligible (based on the product issue).
    • Provide a pre-paid U.S. return label (for eligible returns) and detailed return instructions (e.g., acceptable packaging, return address in the U.S.).
  • Ship the Product Back:
    • Package the product in its original condition (unused, hygiene seal intact if possible, original tags attached) and use the provided return label.
    • Ship the return within 7 days of receiving the label (failure to ship on time may result in return rejection).
    • Keep the return tracking number for reference (we are not responsible for lost return packages without tracking).

3. Refund Rules

3.1 Refund Eligibility & Timing

  • Refunds are processed only after we receive and inspect the returned product (1-2 U.S. business days after delivery to our U.S. warehouse).
  • For confirmed eligible returns: Refunds will be issued to your original payment method (e.g., credit card, PayPal) within 1-3 U.S. business days of inspection approval.

3.2 Refund Amount

  • Full refund: Includes the original product price + any shipping fee you paid (e.g., if you ordered $40 worth of products and paid $5.99 shipping, the total refund will be $45.99).
  • Partial refund: Only applicable if the product issue is minor and you agree to keep the product (e.g., a small fabric flaw) — the partial amount will be confirmed with you via email.

3.3 Refund Status Check

  • You will receive an email notification once the refund is processed.
  • Refund arrival time depends on your payment provider: Typically 3-7 U.S. banking days for credit cards, and 1-2 business days for PayPal.

4. Special Notes

  • Privacy Protection for Returns: Return packages do not require "Sxintense" branding or product labels — use neutral packaging to protect your privacy (we will not share your return details with third parties).
  • Non-Refundable Costs: We do not refund costs for return shipping if you:
    • Send a return without first obtaining our approval.
    • Return a product that is later deemed ineligible (e.g., used, non-product issue).
  • Exchanges: We currently do not offer direct exchanges. For size/style changes, please request a refund for the eligible product and place a new order (we can assist with expediting the new order process via email).

5. Contact Us

For questions about return eligibility, refund status, or to submit a return request:

  • Email: shoplingerie@bk.ru (include your order number for faster assistance).
  • Website: Visit sxintense.com > "Contact Us" for additional support options.

Our U.S. customer service team responds within 12 U.S. business hours.

— The Sxintense U.S. Customer Support Team