Returns & Refunds Policy
At Desiravault, we want you to shop with confidence. Due to the personal and intimate nature of many of our products, certain return restrictions are necessary for hygiene and safety reasons. Please read this policy carefully before making a purchase.
1. Return Eligibility
If you wish to request a return, please contact us within 14 days of receiving your order.
To be eligible for a return, the product must generally be unused, unopened, and in its original condition and packaging, with any hygiene seals, protective seals, labels, and accessories intact.
Please contact our customer support team before sending any product back. Returns sent without prior authorization may not be accepted.
2. Hygiene and Intimate Products
For health and hygiene reasons, certain intimate or personal-use products may not be eligible for return once their hygiene seal or protective packaging has been opened, removed, broken, or otherwise compromised, except where the product is defective or where applicable law provides otherwise.
This may include intimate products, personal-use devices, and other products where resale after opening would create a hygiene or safety concern.
Please inspect the external packaging and product information carefully before breaking any hygiene seal.
Nothing in this policy limits any mandatory consumer rights that apply to defective, damaged, or incorrectly supplied products.
3. Non-Returnable Items
Subject to applicable consumer law, we may be unable to accept returns for:
• Products that have been used.
• Intimate or hygiene-sensitive products with opened or broken hygiene seals.
• Products that have been damaged after delivery through misuse, improper handling, or failure to follow product instructions.
• Products returned without their original packaging, accessories, or included components where these are reasonably required.
• Personalized or specially customized products, where applicable.
• Items specifically identified as non-returnable where permitted by law.
These restrictions do not affect your statutory rights if an item is faulty, damaged, incorrectly supplied, or otherwise covered by mandatory consumer protection laws.
4. Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, or you receive an incorrect product, please contact us as soon as reasonably possible after discovering the issue.
Please provide:
• Your order number.
• The email address used for the order.
• A description of the problem.
• Clear photographs or other reasonable evidence of the product and packaging where appropriate.
We will review your request and, where appropriate, offer a replacement, refund, or another remedy in accordance with applicable consumer law.
Please do not dispose of a damaged or defective product until our customer support team has responded to your request, unless keeping the product would be unsafe.
5. How to Request a Return
Before returning an eligible product, please contact:
Email: support@desiravault.com
Include your order number and the reason for your return request.
If your return is approved, we will provide the appropriate return instructions. Please do not send products to an address shown on a parcel or payment statement unless our customer support team has confirmed that it is the correct return address.
6. Return Shipping Costs
Where a return is requested because you changed your mind and the return is otherwise eligible, you may be responsible for return shipping costs, subject to applicable law.
If a product is confirmed to be defective, damaged on arrival, or incorrectly supplied, we will provide an appropriate remedy and handle reasonable return costs where required by applicable law.
We recommend using a trackable shipping method for authorized returns where appropriate.
7. Refunds
Once an eligible returned product is received and inspected, we will notify you regarding the outcome of your refund request.
If approved, the refund will generally be issued to the original payment method.
Processing times after a refund is issued may vary depending on your bank, card issuer, PayPal, or other payment provider.
Original shipping charges may not be refundable for change-of-mind returns except where required by applicable law.
8. Late or Missing Refunds
If we have confirmed that a refund has been issued but you have not yet received it, please first check with your bank, card issuer, PayPal, or other payment provider, as processing times can vary.
If the refund still does not appear after the applicable processing period, please contact us and we will assist you in checking the transaction.
9. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will attempt to process cancellation requests before the order enters fulfillment or is dispatched.
Once an order has been processed or shipped, we may no longer be able to cancel it. You may instead need to follow the applicable return procedure after receiving the order.
Any statutory cancellation rights available under applicable consumer law remain unaffected.
10. Refused or Undeliverable Packages
Customers are responsible for providing accurate and complete shipping information.
If a package is returned to us because of an incorrect or incomplete address, repeated unsuccessful delivery attempts, or refusal of delivery, additional shipping or handling costs may apply where permitted by law.
Any refund in such circumstances will be determined after the returned package has been received and inspected and in accordance with applicable law.
11. Exchanges
If you wish to exchange an eligible unopened product, please contact our customer support team before returning it.
Availability of exchanges depends on product stock and the condition and eligibility of the returned item.
For hygiene-sensitive products, exchanges are subject to the same hygiene restrictions described in this policy.
12. Consumer Rights
This Returns & Refunds Policy does not exclude, restrict, or replace any mandatory rights or remedies you may have under applicable consumer protection laws.
Where local law provides greater rights than this policy, those legal rights will apply.
13. Contact Us
If you have questions about a return, refund, damaged product, or order cancellation, please contact us:
Email: support@desiravault.com
Website: desiravault.com
Please include your order number whenever possible so that we can assist you more efficiently.
Last updated: August 2026