Last updated: 15 June 2026

 

We want you to be happy with everything you buy from Intalex. This policy explains your rights and how to return an item.

Your 14-day right to cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

 

To cancel, email us at info@intalex.co.uk within 14 days of delivery, quoting your order number. You then have a further 14 days from notifying us to return the item.

How to return an item

1. Notify us first — email info@intalex.co.uk with your order number

2. Pack the item securely in its original packaging, with all parts, accessories, and documentation

3. Use a tracked service — we recommend Royal Mail Tracked or similar; we cannot be responsible for items lost in transit

4. Send to: Intalex Retail Ltd, Returns, Unit S6, Vale Industrial Park, Tolpits Lane, Watford, WD18 9QP

 

We will process your refund within 5–10 working days of receiving the returned item.

Condition of returned items

To receive a full refund, items must be:

 

• In their original condition — unused, unworn, and unwashed

• In their original packaging with all tags, labels, and accessories

• Without signs of installation, customisation, or damage caused by handling beyond normal inspection

 

If an item is returned in unsatisfactory condition, we may issue a partial refund or decline the return.

Return shipping cost

The cost of return shipping is the customer's responsibility under the standard 14-day cancellation right, unless the item is faulty or sent in error (see below).

Faulty, damaged, or incorrect items

If your item is faulty, damaged on arrival, or different from what you ordered, please contact us within 48 hours of delivery at info@intalex.co.uk with:

 

• Your order number

• A description of the issue

• Photos of the fault or damage

 

We will arrange a replacement or refund (including return shipping costs) at no expense to you, as required by the Consumer Rights Act 2015.

What we cannot accept for return

For hygiene and safety reasons, we cannot accept returns of:

 

• Personal care products (sunscreens, lubricants, hydration solutions, etc.) once opened or seals broken

• Items damaged through misuse or wear and tear

• Customised or personalised products made to your specification

• Items returned more than 30 days after delivery (outside the statutory 14-day window plus return period)

 

This does not affect your statutory rights for faulty items, which are not subject to the time limits above.

Refund method

Refunds are processed back to the original payment method used at checkout. Once issued, they typically appear in your account within 5–10 working days depending on your bank.

Manufacturer warranties

Many of the products we sell come with a manufacturer's warranty (typically 1–2 years, longer for some brands). For warranty claims after the standard return window, you can contact the manufacturer directly or contact us at info@intalex.co.uk and we will help you raise the claim.

Contact

For any returns question, email info@intalex.co.uk or call 07758 652830.