Returns Policy

RETURN POLICY

First change free 

You can change the product you received within 15 days from receipt of your original order.

PROCEDURE SEND PRODUCT

Follow the simple steps below:

1^ο STEP 1: PREPARATION OF PARCEL

-Prepare the parcel by putting in the product, the original proof of purchase and Completed the change/return form you received with your original order, if you have lost the change/return form, you can find a blank copy here.

-Adhere to the outside of the parcel the sticker that you received with your original order where the details of the company, i.e. the recipient, are written.

2^ο STEP: SENDING PARCEL

Visit the nearest ACS COURIER or AKIS EXPRES transport office and send the parcel with an order for payment of shipping costs to the recipient at the following details on the sticker you stuck on the previous step.

ONOMA: DESIRE by Chrana

TELEPHONE: 22487094

DESTINATION: LASIA, NICOSIA

*Alternatively, contact us by phone at 22487094 (MONDAY-Friday, 9:00-17:00) to guide you through the change process.

RETURN OF MONEY

In the context of mutual trust and ethical value of DESIRE by Chrana to its customers, we give the opportunity to return the products you purchased for any reason within 15 days from receipt of your original order by following the steps above.

• The refund applies exclusively to the value of the returned products. Any costs (e.g. replacement charge or shipping charge) will not be refunded except in cases where the product is found to be defective.
• In case of a refund of money you have paid by cash on delivery or deposit, then the amount will be returned to the IBAN bank account you will fill in the return form within fifteen (15) working days from the date of receipt of your package and after DESIRE by Chrana has checked the products and they meet all the requirements for return. In any other case, the amount will be refunded to the card from which the original purchase was made.

CONDITIONS FOR THE RETURN OF PRODUCTS

1. The product must not have been used.
2. The return must be made within fifteen (15) days from receipt of the order.
3. The product must be accompanied by the original proof of purchase and must be in the condition received by the customer without damage, with all tags, safety labels (on swimwear), accessories if there were e.g. belts, necklaces, inner linings of dresses and T-shirts.

ATTENTION!

• For hygiene reasons, no changes or returns are accepted on underwear briefs unless and until the product is proven to be defective.
• The tights can be returned if the packaging has not been opened.
• We recommend that you keep your proof & courier's tracking number until the return process is complete.

TRANSPORT COSTS 

In case of Change

• DESIRE by Chrana gives you the opportunity to benefit from the preferential price of 3.50€ for the return of your package and 3.50€ for the shipment of the new product, using exclusively the ACS COURIER or AKIS EXPRESS.
• In case there will be a cash on delivery for the new shipment then there is an additional charge of €1.50
• This amount will NOT be paid directly to the courier by you but will be added to the new pricing of the product to be shipped. Therefore, when you return your package, you will declare a recipient charge.

In case of a refund

• The shipping costs are borne by the customer, in cases where the product turns out to be defective then the return costs are free of charge.
• DESIRE by Chrana gives you the opportunity to benefit from the preferential price of 5€ for the return of your package, using exclusively the ACS COURIER or AKIS EXPRESS.
• This amount will NOT be paid directly to the courier by you, but will be deducted from the amount to be refunded for the value of the returned product. Therefore, when returning your package, you will declare a recipient charge. In cases where the product is found to be faulty then the return charges will be free of charge.

Remember:

1. The products arrive at our company at your own risk.
2. All goods will be inspected upon their return to the company.
3. In the event that a product is returned in unsuitable condition, we will have to send it back to you at your own shipping cost.
4. In the event that a product is returned or sent for exchange with a courier other than the one we work with (ACS COURIER or AKIS EXRESS) and with a charge to the recipient, i.e. ours, we will have to send it back to you.
5. You can return or send for exchange products at your own shipping costs using other transport companies.
6. The company bears no responsibility for any products that have been returned to us by mistake.
7. In case of a refund, the company is obliged to return the amount to the consumer as soon as possible and no later than within fifteen (15) calendar days from the day of receipt of the refund. The time limit starts from the day the company received the correctly filled out change/return form.
8. All of the above terms and conditions apply to online and telephone purchases only.

If you need help with the process you can contact our customer service during working days and hours (Monday-Friday 9:30-17:00) at 22487094, our representative will help you to make your change easily & quickly.

Discounted Items - Privilege Card “My DESIRE Rewards”

1. Returns/exchanges on products purchased at a discount or on offer are made at the purchase price of the item. 
2. Returns/exchanges on products purchased at the regular price are made at the current price of the event.
3. Any return/change that occurs after the use of a “My DESIRE Rewards” privileged membership card, the change is made at the discounted price of the item.
4. In the event of a refund, the value after the “My DESIRE Rewards” discount is calculated.

Product Change Procedure in a Physical Store

1. The exchange of a product purchased through desire.cy can be accepted in a physical DESIRE by Chrana store.
2. In case there is a difference of money resulting from the change with another product then this value is given in a voucher to the customer for future purchases with an expiry date of 12 months.
3. Changes can only be made upon presentation of the proof of payment.
4. In case the product was only available for purchase through the online store, then it cannot be changed to a physical DESIRE by Chrana store.

ATTENTION!

• For products that have been purchased in a physical store, changes are only accepted in a physical store.
• For products that have been purchased from a physical store, there is no refund option.
• Any credit balances and vouchers that may arise from transactions in the online store or in physical stores expire after 12 months. 

Defective Products & Incomplete Orders

In the event that a product does not meet the customer's expectations and is due to a company error (manufacturing defect of the product, wrong product shipment) then DESIRE by Chrana assumes the return and reshipment costs of another or similar product that will meet the customer's expectations. In case there is no similar product then the customer is fully compensated by following the refund procedure as mentioned above.