Refund policy
# REFUND & RETURN POLICY
At SECRETS COLLECTIVE, we want you to love your pieces. If the fit or style isn't quite right, we are here to help you return or exchange your order smoothly.
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## 1. Return Window & Eligibility
We offer a **30-day return window**, which means you have 30 days after receiving your order to request a return.
To be eligible for a return:
* **Condition:** Items must be unworn, unwashed, unaltered, and free of makeup, fake tan, perfume, or deodorant stains.
* **Tags & Packaging:** All original tags and garment packaging must be attached and intact.
* **Hygiene Liner (Strict Requirement):** For all swimwear and intimates, the protective hygiene liner sticker **must be completely intact and untampered with**. Any item returned with a missing, detached, or reapplied hygiene seal will be rejected for health and safety reasons and shipped back to the customer.
* **Proof of Purchase:** You must provide your order number or order confirmation email.
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## 2. How to Start a Return
1. Contact our support team at **support@secretscollective.co** with your order number and the item(s) you wish to return.
2. Once your return request is approved, our team will provide you with the correct return shipping address and instructions.
3. *Note:* Items sent back to us without first requesting a return will not be accepted.
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## 3. Return Shipping Costs
* Customers are responsible for paying their own return postage costs.
* We strongly recommend using a **tracked shipping service**, as SECRETS COLLECTIVE cannot be held responsible for return packages that are lost or damaged in transit.
* Original shipping fees paid at checkout are non-refundable.
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## 4. Faulty, Damaged, or Incorrect Items
Please inspect your order upon arrival. If an item is defective, damaged, or if you received the wrong product:
1. Email us immediately at **support@secretscollective.co** within **48 hours** of receiving your package.
2. Include your order number and clear photos/videos showing the issue or fault.
3. Once verified, we will cover return postage and issue a replacement or full refund in accordance with Australian Consumer Law.
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## 5. Non-Returnable Items & Exceptions
The following items cannot be returned or exchanged:
* Items with removed or tampered hygiene stickers.
* Final Sale or promotional archive items (unless faulty).
* Gift Cards.
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## 6. Exchanges
The fastest way to ensure you get your preferred size or color before it sells out is to return your original item for store credit/refund and place a new order directly on our store.
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## 7. European Union Customers (14-Day Cooling-Off Period)
Notwithstanding the above, if merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason. The item must still meet all eligibility criteria, including intact tags and original hygiene seals.
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## 8. Refunds & Store Credit
* Once your return is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.
* If approved, your refund will be processed back to your original payment method within **5–10 business days**.
* Please note that processing times may vary depending on your financial institution or credit card provider.