RETURNS, REFUNDS & CANCELLATIONS
Désir wants you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below. This policy applies to all products bought from Désir.
Our Returns Policy.
In the rare instance that a product is damaged or faulty on delivery, please fill out our form on the Contact Us page on our website or phone us on 0860 994 160 within 24 hours so that we can rectify the situation immediately. Include your order number and a detailed description of the problem, and we will revert as soon as possible, letting you know exactly how to proceed.
In the event that your toy becomes defective over time, we include a one year warranty on most of our sex toys (please read the product’s specification sheet carefully) ensuring that you can return it for repair or replacement. Please note refunds and repairs are dependent on our supplier's inspection report and need to eliminate the possibility of deliberate misuse. This process may take several days to conclude due to the inspection process, but we will endevour to offer the most speediest turn around time in this regard. In the event that your product is in fact faulty, we will replace your product (dependent on suppliers stock levels) or offer you a refund in this regard.
Unfortunately, due to the nature of our intimate items, the majority of our goods are not exchangeable or refundable for both hygiene and security reasons. These include Lingerie, Cosmetics, Sex Toys, Essentials, Gifts, and Accessories. If you are unsure as to whether or not a product is right for you, please call our customer help line on 0860 994 140 or please fill out our form on the Contact Us page on our website, where one of our consultants will gladly assist in order to avoid any mistakes or incorrect orders. In the event that products ordered via a secondary supplier require exchange, we are obligated to fit within their exchange policies.
In the event that we need to refund you in full, refunds will be issued to the person and card used on the original order and will take between 5 to 10 working days to reflect in the person’s account.
Where we are unable to replace your product due to low stock levels, we will offer you a refund by means of a fully redeemable voucher or a suitable replacement to the same/similar value. Please include a clear description of the technical issue, order number, and date of purchase. You will receive a return email advising you on how to proceed.
Our aim is to ensure that you are 100% satisfied with your purchase and our service delivery. If for any reason you find yourself unsatisfied, please contact our head office on 0860 994 160 or fill out our form on the Contact Us page on our website in order for us to address and rectify the situation.
We sincerely hope that you never find yourself in a position of having to cancel your Désir order. Should you however need to action a cancellation, Désir is able to cancel your order, subject to the following conditions:
If you have placed an order under R745, have paid the R150 delivery fee, and the order has already been dispatched - we will cancel your order and refund you the order amount less the R150 delivery fee. This fee is retained in order to cover for courier charges.
If you have placed an incorrect order, which you would like to cancel, please contact us via our Contact Us page on our website or call us on 0860 994 160 immediately to notify us of your cancellation and we will notify you of the scenario applicable to your order based on the status of your order.
Please note that any cancelled orders, which have already been dispatched are subject to a R150 fee.
Kindly refer to our FAQ's Page for more info on the above and more on brand specific returns and warranties.