Last Updated: 03-03-2025

At DesireHAVEN, we strive to ensure your complete satisfaction. If you’re unhappy with your purchase, please review our policy below.

1. Returns Eligibility

  • 14-Day Cooling-Off Period: You may return most unopened, unused items within 14 days of delivery for a full refund or exchange.
  • Faulty or Damaged Products: Contact us within 48 hours of delivery for replacements or refunds.

2. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless faulty:

  • Opened supplements (seal broken).
  • Adult products (intimate wellness items, toys, etc.).
  • Personalized or perishable items.

3. How to Initiate a Return

  1. Contact Us: Email support@desirehaven.com with your order number, product details, and reason for return.
  2. Return Authorization: We’ll provide a Returns Merchandise Authorization (RMA) number and instructions.
  3. Ship the Item: Send the product in its original packaging to: Office 69 58 Peregrine Road Hainault Ilford Essex IG6 3SZ

Note:

  • Returns without an RMA number may be rejected.
  • You are responsible for return shipping costs unless the item is faulty.

4. Refunds Processing

  • Timeline: Refunds are processed within 5 business days of receiving the returned item.
  • Method: Refunds are issued to your original payment method. Exceptions may apply (e.g., store credit for international returns).
  • Deductions: Refunds exclude original shipping fees unless the return is due to our error.

5. Exchanges

  • Exchanges are subject to product availability.
  • Contact us first to confirm stock.

6. Faulty or Incorrect Items

  • Damaged in Transit: Provide photos of the product and packaging within 48 hours.
  • Wrong Item Shipped: We’ll cover return shipping and send the correct product immediately.

7. Adult Product Returns

For privacy and hygiene, all adult products are final sale unless:

  • The item arrives damaged or defective.
  • The wrong product was shipped.

8. Cancellations

  • Pre-Shipment: Cancel orders via email before dispatch for a full refund.
  • Post-Shipment: Follow standard returns process.

9. International Returns

  • Customers outside the UK are responsible for return shipping fees and customs duties.

10. Contact Us

For returns or questions:
Email: support@desirehaven.com
Phone: +44-7412-839120
Hours: Mon-Fri 9 AM–5 PM GMT

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