Returns & Refunds Policy– Desirel.ie
At Desirel, we want to ensure you are fully satisfied with your purchase. On this page, you'll find all the key information regarding returns and withdrawal. This policy applies to all customers of our online shop, with no need for registration or providing additional personal data beyond what is required to place an order.
1. Your right to withdraw from the purchase (change of mind)
You may withdraw from the purchase within 30 days of receiving the goods, without giving any reason. Registered customers — that is, consumers who create an account on Desirel.ie using their email address and password — benefit from an extended right of withdrawal. For these customers, the withdrawal period is extended to 90 calendar days.
- The product must be unused, unopened, and in its original, undamaged packaging.
- Always pack the parcel carefully to ensure the product and its box are not damaged during transport.
- This right applies to buyer's remorse and other general cases, not just defective items.
Important: For legal and hygiene reasons, the right of withdrawal cannot be exercised once the sealed packaging of intimate and hygiene products has been opened. This includes (but is not limited to) lubricants, dietary supplements, vitamins, erotic cosmetics, underwear, and other sealed intimate or hygiene-related products. Opened products of this nature can only be handled as warranty cases if they are defective.
2. Defective products & warranty replacement
If your product appears to be defective or does not function as described, please check the following before sending it back:
- Ensure the batteries (if any) are inserted correctly and are the recommended type.
- Follow the instructions in the user manual for charging or operation.
If the issue persists, you can return the product for warranty inspection and replacement with the same or an equivalent item.
- Sealed and/or used defective products can only be exchanged for the same type of product.
- If, after testing, we find the product is not faulty or has been damaged due to improper use, we may charge a return shipping fee as indicated in the return form.
3. How to start a return
To make the process as smooth and transparent as possible, please follow these steps:
Step 1: Fill in the Product Return Form (PDF)
Download the form from the link above. You can fill it out on your computer and print it, or print it and complete it by hand. Provide your invoice/order number, name, address, and phone number. Select only one of the options:
- Warranty replacement or
- Cancellation of purchase (withdrawal and refund).
Step 2: Pack the product securely
Include the completed return form in the parcel and protect the contents properly.
Step 3: Send the parcel to our logistics partner
Return address:
Webshop Logisztika Kft.
Ecseri út 14–16.
1097 Budapest
HUNGARY
We recommend sending the parcel by registered / trackable shipment, using the postal service or a courier of your choice. Currently, we only accept returns by post/courier to the address above; personal returns on-site are not possible.
We do not accept cash-on-delivery (COD) returns.
4. Who pays the shipping costs?
- The cost of sending the product back to us is typically your responsibility, except in cases where the item is confirmed defective and replaced under warranty according to our Terms & Conditions.
- If you request an exchange, the shipping cost for the replacement item may be charged as indicated on the return form and in our Terms & Conditions.
5. Refund procedure
- If you withdraw from the purchase within 30 days with an unused, unopened product, we refund the full purchase price, including the cost of the standard delivery method originally offered.
- Once we receive your clear statement of withdrawal, we will refund your payment within 14 days. We may wait until we have received the returned product or proof of dispatch.
- We will use the same payment method you used for the original transaction, unless you explicitly agree to a different method.
- No additional fees will be charged for the refund method.
This returns policy complements your statutory consumer rights under Irish and EU law and is designed to clearly explain how we handle returns, which methods are available, and what costs may apply.
6. Download the Product Return Form
To help us process your return as quickly as possible, please use our official return form and enclose it with your parcel.
Download: Product Return Form (PDF)
Last updated: 2025.11.21.
In case of any differences or future changes, the currently valid Terms & Conditions of Desirel shall always prevail.
