Refund policy
Right of withdrawal
Consumers have the right to withdraw from their purchase, without providing a reason, within 14 days from the day on which they acquire physical possession of the products.
To exercise the right of withdrawal within this period, you can submit an explicit request through the electronic procedure available in your customer account or email info@desirexlab.com, stating your order number and the items you wish to return.
After receiving your request, we will provide instructions and the correct return address. Do not send products to the address listed in our company information unless specifically instructed to do so, as the return might need to be sent to a different logistics centre.
Return conditions
The product must be returned without undue delay and no later than 14 days after you notify us of your withdrawal.
You are responsible for any reduction in the product’s value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
Where possible, the product must be returned with its accessories, instructions and original packaging. Proof of purchase must be retained.
Sealed products and hygiene exceptions
The right of withdrawal does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons when their seal has been removed after delivery.
This exception may apply, for example, to intimate wellness devices, cosmetics and other hygiene-sensitive products supplied with an appropriate seal. If the seal remains intact, the product may be returned in accordance with this policy.
This exception does not restrict your rights if the product is defective, damaged, not in conformity with the contract or different from the item ordered.
Products that cannot be returned
The following products cannot be returned:
- sealed products that are unsuitable for return for health protection or hygiene reasons when opened after delivery;
- personalised or made-to-order products;
- products damaged through improper use by the customer;
- other products excluded from the right of withdrawal under applicable law.
Return costs
For a standard withdrawal, the direct cost of returning the products is paid by the customer.
If the product received is defective, damaged, not in conformity with the contract or different from the item ordered, DesireXLab will pay the necessary return or replacement costs.
Damaged, incorrect or non-conforming products
Please inspect your order after delivery and contact info@desirexlab.com if a product is defective, damaged, not in conformity with the contract or different from the item ordered.
Please include your order number and, where useful, photographs that allow us to assess the issue more quickly.
This procedure does not restrict the statutory guarantee of conformity provided under applicable law. Consumers benefit from the statutory guarantee in accordance with the applicable consumer protection legislation.
Refunds
For a valid withdrawal, we will refund the payments received for the returned products and, where required by law, the cost of the standard delivery method offered for the order.
Additional costs resulting from your choice of a delivery method that is more expensive than our standard option will not be refunded.
The refund will be issued without undue delay and no later than 14 days after you notify us of your withdrawal. We may withhold the refund until we receive the products or until you provide evidence that they have been sent back, whichever occurs first.
The refund will be issued to the payment method used for the purchase, unless otherwise agreed, without additional fees charged by DesireXLab. The time required for the amount to appear may depend on your bank or payment provider.
Exchanges
We do not offer direct exchanges. If you would like a different item, you can return an eligible product under this policy and place a separate new order.
Contact
For questions about returns, withdrawals, refunds or non-conforming products, email info@desirexlab.com.
The seller’s complete business information and other contact details are available on the Contact Information page accessible from the website footer.