Refund policy

Return & Refund Policy

At Desir Intense, your satisfaction is our priority. We respect your right to change your mind, within the limits set by the intimate nature of our products.

1. Right to Cancel / Change of Mind

You have 14 calendar days from the date you receive your order to exercise your right to cancel, without needing to give a reason.

To exercise this right, contact us at contact@desirintense.org before the deadline, quoting your order number.

2. Hygiene Exclusions (Intimate Apparel)

For hygiene and health reasons, returns cannot be accepted for:

  • Lingerie, underwear, and swimwear that has been unsealed after delivery (hygiene liner removed, sanitary seal broken, or the item tried on beyond fitting over existing underwear)
  • Any product in direct contact with the skin whose original sealed packaging has been opened
  • Personalised or made-to-order items

Simple rule: if the original sealed packaging and hygiene liner are still intact, a return is possible. If not, for hygiene reasons, the item cannot be accepted back. This exclusion applies to change-of-mind returns only — it never limits your rights regarding faulty or damaged items (see Section 7).

3. Accepted Return Condition

To be accepted, any returned item must:

  • Be in its original condition, unworn, unwashed, unmarked
  • Retain its original tags and sealed hygiene liner
  • Be returned in its original packaging
  • Be accompanied by proof of purchase (order number or invoice)

4. Return Procedure

  1. Contact contact@desirintense.org with your order number and reason for return before sending anything back.
  2. Wait for written confirmation and return instructions from our team.
  3. Pack the item carefully in its original packaging.
  4. Ship it using a tracked service (insurance recommended) to the address provided.
  5. Keep your proof of postage until your refund is confirmed.

5. Return Shipping Costs

Return shipping costs are the customer's responsibility, except where the return is due to our error (defective item, wrong item shipped), in which case we cover the full cost.

6. Refunds

Once your return is received and inspected, your refund will be processed within a maximum of 14 days and credited to your original payment method.

If the returned item does not meet the conditions above (worn, unsealed, damaged), it will be sent back to you at your expense without a refund.

7. Faulty or Damaged Items

If you receive a faulty or damaged item, contact us within 48 hours of delivery at contact@desirintense.org with clear photos of the item and its packaging. We will cover all costs and offer an exchange or full refund. You remain entitled to any statutory guarantees on the quality and conformity of goods available under the law of your country of residence.

8. Dispute Resolution

If a dispute cannot be resolved amicably, EU and UK customers may access free consumer mediation services, including the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr. Customers in other regions can find local dispute-resolution and consumer-protection resources through their national consumer authority.

9. Contact

  • Email: contact@desirintense.org
  • Response time: within 24–48 business hours