Refund, Resend & Returns Policy

Last Updated: September 2026 — Aligned with our fulfillment partner's dispute policy.

IntelWink's refund, resend, and return coverage is based on the dispute and fulfilment policy of our logistics and fulfilment partner. All disputes and claims must meet the eligibility criteria below.

1. How to Submit a Claim

To submit a refund or resend request, contact our support team at support@intelwink.com within 30 days of the delivery date with the following information:

  • Your order number
  • Clear photos or video of the item received and the outer packaging/shipping label
  • A description of the issue

Important: Disputes cannot be accepted after 30 days from the delivery date, or if tracking information from the carrier is untraceable.

2. Transit Damage

If your item arrives damaged during shipping:

  • Provide clear photos/video of the damaged product and the outer packaging
  • We will arrange a refund or resend based on the evidence provided
  • For fragile products, a refund is the standard resolution
  • Note: Damage to the outer packing box only (without product damage) does not qualify for a refund or resend, as this is common in long-distance international shipping.

3. Defective or Non-Functioning Items

If your item is defective or does not function as described:

  • Submit photo or video evidence clearly showing the defect
  • We will issue a refund or resend based on the evidence
  • Claims must be raised within 30 days of delivery

4. Incorrect or Missing Items

If you received the wrong item, or an item is missing:

  • Wrong item received: Full refund or resend of the correct item
  • Wrong color/size (not affecting function): Refund or resend — provide a screenshot of your complaint with name, content, and date
  • Missing parts that affect function: Resend of the product
  • Missing parts that do not affect function: Partial refund or resend of the missing part
  • Missing accessories: Resend of the accessories

5. Order Cancellation

Orders can be cancelled for a full refund before they are processed for fulfilment. Once an order has entered the fulfilment or processing stage, cancellation may not be possible.

Contact us immediately at support@intelwink.com if you need to cancel an order.

6. Returns

Physical returns are generally not recommended for international orders. This is because:

  • International return shipping costs are high and are the customer's responsibility
  • Returns take a minimum of 3 months to arrive at the fulfilment warehouse
  • A significant proportion of returned packages are lost or damaged in transit

For defective, damaged, or incorrect items, a photo/video-based refund or resend is strongly preferred and will be processed significantly faster. If a physical return is required for your specific case, our support team will provide the authorised return instructions.

7. What Is NOT Covered

The following situations are not eligible for a refund or resend:

  • The buyer does not like the product (change of mind / buyer remorse)
  • The buyer ordered the wrong item or SKU
  • An incorrect shipping address was provided by the buyer
  • Damage to the outer packaging box only (without product damage)
  • Products with an unusual smell (this is common with new products and dissipates over time)
  • Tracking information deleted by the carrier or local post office
  • Packages returned, discarded, or detained at customs due to the customer's failure to cooperate with customs clearance requirements
  • Delays or damage caused by force majeure events (natural disasters, epidemics, international situations, strikes, war, floods, etc.)
  • Orders shipped to countries where our fulfilment partner does not offer dispute coverage (see Destination Limits in our Shipping Policy)

8. EU/EEA Statutory Rights

If you are located in the European Union or European Economic Area, you retain your statutory 14-day right of withdrawal under EU Consumer Rights Directive 2011/83/EU for distance contracts. Items must be returned unused and in original condition. Return shipping costs for statutory withdrawal are the customer's responsibility. This statutory right applies independently of the coverage terms above.

9. Contact Us

For all claims, questions, or concerns:

IntelWink is operated by Zohro LLC, 30 N Gould St, Sheridan, WY 82801, United States. This policy is subject to change. The current version applies to all orders placed after the Last Updated date above.