REFUNDS & RETURNS POLICY
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Your satisfaction is our #1 priority. Therefore, you can request a refund or replacement for your ordered products if:
- you did not receive them within the guaranteed time (45 days not including 2-5-day processing)
- you have received a wrong item
- you have changed your mind (*Customers returning goods are responsible for freight charges)
Returns can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on our Contact US page or via email to: firstname.lastname@example.org.
HOW TO RETURN AN ITEM
- Send them to us exactly as you received them in a new and unused condition. If the product seal is broken, we will not be able to refund you.
- Get them back to us within 15 days of receipt
- Include your despatch note as proof of purchase
- Please note this does not affect your statutory rights in respect of damaged or defective products.
- Please note that for hygiene reasons we are unable to refund pierced goods or cosmetics, this does not affect your statutory rights
If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you.
When returning your order to our warehouse it can take up to 14 days for your return to be processed. Please allow the full 14 days to pass before querying your return.
Once your return has been processed you will receive a confirmation email and your refund will appear in your account within 5-10 working days.
Unless faulty, the following items cannot be cancelled or returned:
- bespoke, customised or personalised items
- items sealed for health or hygiene reasons if unsealed
- Pierced jewellery, Cosmetics
- sealed audio, video or software recordings if unsealed and sealed smart devices including mobile phones, tablets, wearable technology and computer devices (“Smart Devices”) if unsealed and used.
All Smart Devices must be returned in an ‘as new’ condition in its original, undamaged packaging and unused along with any accessories received with them. If Smart Devices are not returned in an ‘as new’ condition, we may make deductions, up to the value of the Smart Device, to account for the diminished value of the Smart Device and you may not receive a full refund.
By purchasing from SecretCraze, you accept these terms and conditions.
Your statutory rights are not affected.