Returns Policy
Return and Refund Policy
Secrets Shop presents high-quality and original products from leading brands of the sex industry, which has passed all the necessary checks and is certified. We cooperate directly with reliable manufacturers of intimate qualitative products. We only stock the best, proven and approved products. However, we understand that in any technically complex product, there is always a small percentage of defects.
We offer a free 180-day free exchange policy for all faulty items.
Contact our Client Service Team, and we will sort out everything for you, you will have to pack all your items safely and send them to us.
If you changed your mind and would like to return unopened and unused items, a return cost may apply.
Please note:
- We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
- We do not accept returns for lingerie.
Please contact customer service before attempting to return your item or if you need any further information, contact us at service@secrets-shop.co.uk.
Returning An Order:
Unused Items: Please make sure that your item is unopened, unused and undamaged (unless it is faulty), plus all shrink wrapping, packaging or leaflets and instructions must be intact. Remember to detail whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible, and we will notify you when we receive the returned parcel at our warehouse.
Faulty Items: If your item is defective, please make sure that you detail the issues you are having. Unless the fault is obvious, you may wish to e-mail our Client Service team beforehand as some items may have remotes or battery compartments that have a trick to them!
You MUST return all leaflets, cards, instruction manuals and packaging with your order (even if it is faulty) as we may not be able to process your replacement without this information.
If you have used the item, please make sure that you give it a thorough clean as photographs will be taken of all faulty items when we receive them to help with processing. If we find that the product is not in a defective condition, we will return the item to you at your expense.
For hygiene reasons, we cannot offer refunds on lingerie unless the product is damaged or faulty.
We also do not accept returns for free toy promotions unless the item is faulty.
We aim to process all returns as soon as possible. It will be within 30 days, but it usually is much faster. If you would like to check on the status of your returned parcel, please contact service@secrets-shop.co.uk with your order number. Once submitted, refunds will take up to 5 working days to appear in your account depending on your bank.
If you have any further questions or would like assistance, please contact us via live chat or service@secrets-shop.co.uk, and we will be happy to help you further.
The returns policy does not affect your statutory rights.
Returning a faulty item:
In case of a fault, you should first email us at service@secrets-shop.co.uk describing all the details. In the subject specify the number of your order. If necessary, also attach photos of the packaging, the product itself or a short video of the fault.
One of our customer service representatives will respond within 1-2 working days, providing full information on further actions:
- The necessary steps to check the product (the most common mistake is that the client incorrectly turns the toys on);
- The process of returning the goods to us.
