Refund and Returns Policy

Effective Date: October 12, 2026

1. Overview

At Secrets Shop, customer satisfaction is important to us. We aim to provide quality skincare, personal-care, body-care, bath, and wellness products along with a straightforward shopping experience.

This policy explains the conditions for requesting returns, exchanges, refunds, replacements, and order cancellations.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded.

2. Return Period

You may request a return within 30 days of delivery, provided the product meets the applicable return conditions.

Please contact our customer support team before returning an item so we can review your request and provide return instructions.

The 30-day return period is our standard proposed return window for eligible items. Any mandatory legal return or remedy period takes precedence.

3. Conditions for Eligible Returns

For a standard change-of-mind return, products should generally:

• Be unused and unopened.
• Remain in their original packaging.
• Have all original seals, accessories, and components intact.
• Be accompanied by the order number or proof of purchase.
• Be returned within the applicable return period.

Products that do not meet these conditions may not qualify for a standard change-of-mind return, except where a remedy is required by law.

4. Skincare and Personal-Care Products

Because our collection includes personal-care and hygiene-related products, certain restrictions may apply to opened or used items.

Opened, used, or unsealed skincare, bath, body-care, and personal-care products may not qualify for a standard change-of-mind return where hygiene restrictions are appropriate and legally permitted.

However, this restriction does not prevent you from seeking an appropriate remedy for a defective, damaged, incorrect, unsafe, or misdescribed product, or exercising other rights available under applicable law.

5. Non-Returnable Items

Unless otherwise stated or required by law, the following may be excluded from standard change-of-mind returns:

• Opened or used personal-care products.
• Products with broken hygiene seals.
• Items damaged through improper use after delivery.
• Items clearly marked as final sale, where permitted by law.
• Gift cards or digital products, if offered and legally excluded from returns.

These exclusions do not remove any mandatory consumer rights.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from the product you purchased, please contact us as soon as reasonably possible.

Include the following information in your request:

• Your order number.
• The affected product name.
• A description of the problem.
• Photographs of the product and packaging, where available.

We will review the information and explain the appropriate next steps. Depending on the circumstances and applicable law, the resolution may include a replacement, refund, exchange, or another legally required remedy.

Please retain the product and its packaging until we advise you how to proceed.

7. How to Request a Return

To request a return:

1. Email [Your customer support email].
2. Include your order number and the reason for your request.
3. Provide supporting photographs or other relevant information if applicable.
4. Wait for return instructions before shipping the item.
5. Package the approved return securely and follow the instructions provided.

Sending an item to an unapproved address may delay processing. These procedures will not be used to deny a remedy that is required by law.

8. Return Shipping Costs

For standard change-of-mind returns, customers may be responsible for return shipping costs if this is disclosed and permitted by applicable law.

If a return is required because of our error, a defective product, an incorrect item, or another circumstance in which we are legally responsible for return costs, we will arrange or reimburse reasonable shipping costs as required.

Please contact us before sending a return.

9. Refund Processing

After receiving and reviewing an approved return, we will notify you of the refund decision.

Approved refunds will generally be issued to the original payment method unless another method is agreed upon and permitted by law.

We aim to initiate approved refunds within 5–10 business days after approval. Your bank or payment service provider may require additional time before the funds appear in your account.

Where applicable law requires a different refund deadline, the legal deadline will apply.

10. Partial Refunds

A partial refund may be appropriate where only part of an order is affected and partial reimbursement is permitted by law.

We will explain any proposed adjustment before processing it. No deduction will be made where it would unlawfully reduce your entitlement.

11. Exchanges and Replacements

Exchanges and replacements are subject to product availability and the applicable return conditions.

If you receive a damaged, defective, or incorrect product, contact us so we can review the issue and determine the appropriate resolution.

If a replacement is unavailable, we will discuss an alternative or refund where required by law.

12. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Orders that have not entered processing or dispatch may be eligible for cancellation. Once an order has been shipped, you may need to follow the applicable return procedure.

Where an order cannot be fulfilled, or cancellation is otherwise required by law, we will provide the appropriate refund or remedy.

13. Original Shipping Charges

Original shipping charges may not be refundable for standard change-of-mind returns unless stated otherwise or required by law.

Where an order is cancelled or returned because of our error, a defective product, or another circumstance requiring reimbursement, shipping charges will be refunded where legally applicable.

14. Promotional Products and Bundles

For promotional purchases and product bundles, refunds will be calculated fairly based on the items returned and the offer conditions disclosed at the time of purchase.

Where permitted by law, a bundle may need to be returned in full to qualify for a full bundle refund. This does not restrict mandatory consumer remedies.

15. Contact Information

For return, exchange, cancellation, and refund enquiries:

Business Name: Secrets Shop

Email: info@secretsshop.online

Business Address: 54 Corymbia St Carseldine QLD 4035 Australia

Please include your order number in all order-related correspondence so we can assist you efficiently.