Refund policy
Exchanges & Returns
At Desire17, we want you to be satisfied with your order. If the Desire17™ is not quite what you expected, you can return your order within 14 days of receiving it.
We ask that you handle the product with care and, where possible, return it in its original packaging.
Returns Within 14 Days
You can notify us within 14 days of receiving your goods that you wish to withdraw from your purchase, without providing a reason. You then have another 14 days to return the goods.
Return Conditions
To ensure that we can process your return properly, please keep the following conditions in mind:
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The product is complete and undamaged.
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Where possible, the product is returned in its original packaging.
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The return is registered within 14 days of receipt.
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The product has not been damaged through improper use, incorrect connection, or modifications made by you.
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All included parts and accessories are returned.
If the product is damaged, incomplete, or has clearly been used beyond what is necessary to assess its nature, characteristics, and functionality, a reduction in value may be charged.
How to Start a Return
Would you like to return your order? Please send an email to:
Please include the following information in your email:
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Your name
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Your order number
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The product you wish to return
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Reason for return: optional
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Photos, if the product is damaged or there is an issue with your order
After receiving your return request, we will contact you as soon as possible with further instructions.
Refunds
Once we have received and inspected your return, we will process your refund.
We will refund you within 14 days of receiving your withdrawal notice, using the same payment method you used for the original purchase. We may postpone the refund until we have received the goods or until you provide proof of return shipment, whichever occurs first.
In the case of a complete withdrawal, we will also reimburse the standard delivery costs for the original shipment. Additional costs for premium delivery options are not refundable.
Please note: return shipping costs are the responsibility of the customer, unless the product was damaged, defective, or incorrectly delivered.
Is There Something Wrong With Your Order?
Have you received a damaged, defective, or incorrect product? We will be happy to help resolve the issue.
Please email us as soon as possible at:
Include your order number and clear photos of the product, packaging, and the issue. This will help us assess the situation more quickly and provide you with an appropriate solution.
Product Damaged During Use
Damage caused by improper use, incorrect connection, dropping, impact, modifications made by you, or the use of unsuitable accessories is not covered by the return policy or warranty.
Contact
Do you have questions about our return policy or would you like to register a return? We are happy to help.
Email: hellodesire17@outlook.com
We aim to respond within 24 hours.
Desire17 reserves the right to amend this return policy. The most current version will always be available on this page.
Please Note — Hygiene & Returns
The item inside the plastic bag in the teddy bear is sealed. If this item falls under the legal hygiene exception, the right of withdrawal for that item is forfeited once the seal is broken after delivery. Your statutory rights in case of defects or an incorrectly delivered item remain unaffected.