Refund policy
RETURN POLICY
Right of Withdrawal
The Customer has the right to withdraw from the contract without giving any reason within 14 days from the date of receipt of the Goods, in accordance with applicable European Union consumer protection laws.
To exercise the right of withdrawal, the Customer must inform us of their decision by contacting us via e-mail: contact@secretlova.com
Order Processing and Delivery Time
Orders are processed within 1-2 business days (excluding weekends and public holidays).
After dispatch, the estimated delivery time is 3-5 business days, depending on the destination country and the carrier.
The total estimated time to receive the order is therefore 4-7 business days.
Delivery times are estimates and may be extended during peak periods, promotional campaigns, or due to factors beyond our control (e.g. carrier delays, customs procedures, or weather conditions).
Return Conditions
Returned Goods must be:
-
in unused condition, without any signs of wear or use beyond what is necessary to check the product,
-
complete, including all elements delivered with the product (e.g. tags, accessories, protective seals, packaging inserts, if applicable),
-
packed in the original packaging if possible.
A proof of purchase is required for the return, such as an order number or confirmation e-mail.
Returns Address
The return address will be provided individually after the return request has been accepted.
Returns sent without prior notification and approval may not be accepted.
Return Procedure
After receiving the return request, we will inform the Customer about the next steps.
If the return is approved, the Customer will receive instructions on how to send the Goods back.
If a return label is provided, we will inform whether it is free of charge or whether its cost will be deducted from the refund amount.
Return Shipping Costs
The cost of returning the Goods is borne by the Customer, unless we explicitly inform otherwise in individual correspondence.
Damaged or Incorrect Items
After receiving the shipment, the Customer should check the Goods and contact us immediately in the event of:
-
receiving a defective or damaged product,
-
receiving an incorrect product.
This allows us to quickly assess the situation and propose an appropriate solution (replacement, refund, or partial refund).
Exceptions to the Right of Return
The right of withdrawal does not apply to certain categories of Goods in accordance with applicable law, in particular:
-
Goods made to the Customer’s individual order or personalized,
-
Goods which, after delivery, have been unsealed and cannot be returned for hygiene or health protection reasons (including, but not limited to: sex toys, BDSM accessories intended for intimate use, underwear, lingerie worn without protective hygiene seals),
-
Goods that are liable to deteriorate or expire rapidly,
-
Gift cards.
Products purchased on sale or promotion are subject to the same return rules, unless they fall into the categories listed above.
Exchanges
We do not offer direct product exchanges.
To receive another product, the Customer must return the original Goods and place a new order after the return has been accepted.
Refunds
After receiving and inspecting the returned Goods, we will inform the Customer about the refund decision.
If the return is approved, the refund will be made using the same payment method used for the original transaction, within a maximum of 10 business days from the date of approval.
Please note that the time it takes for the refund to appear in the Customer’s account may depend on the bank or payment provider.
If more than 14 business days have passed since the return was approved and the refund has not been received, please contact us at: contact@secretlova.com