Returns, Refunds, Cancellations and Warranty Policy

 

Cancelled Orders

 

You can cancel your purchase at any time either before or up to 14 days after delivery providing the items you return meet the following criteria:
 

1. The product must be complete, including packaging, instructions, accessories and any free items.
   2) The product, packaging and any associated items must be returned in an unused “as new” condition.
   3) Sealed packaging, including any box or software seals must not be opened.
   4) Proof of purchase must be supplied, showing the date of purchase.
   5) Please supply an explanation note, explaining the fault and why the product is being returned.
   6) Please note that due to hygiene reasons we cannot accept opened headphones, earphones or Bluetooth headset units, unless they are faulty.

Returns Exclusions

We cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened. This is applicable to product software, and all types of replacement batteries, memory and media cards. Wireless, Wired or VR Headsets are also excluded; this is due to reasons of hygiene. Screen protectors cannot be returned once the protective layer for the adhesive side has been removed.

Warranty Returns Policy

 

All Desire2 products other than battery operated products come with a 3 year warranty and may be returned if faulty to Desire2. Battery operated products come with an 18 month warranty.

 

If there is a fault with your product within 3 years of delivery (or other defect with your order), we will normally offer a prompt repair or exchange. We will always offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery.

 

This promise does not cover faults caused by accidents, neglect, misuse or normal wear and tear. For consumable items (e.g. Non-rechargeable batteries) the warranty period is three months from delivery. For rechargeable battery product the warranty period is 18 months.

 

 

Returning The Product

 

To return a product, please contact our returns team at support@desire2.co.uk providing details of the order and an explanation for the reason of return.

 

Once issued with a returns number, please return the product with the supplied reference to Desire2 c/o I-Fulfilment, Radar Way, Christchurch, Dorset, BH23 4FL, United Kingdom.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 

If you are eligible for a replacement it will be sent out free of charge.

 

If you are approved for refund, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

 

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@desire2.co.uk.

 

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS