Payment Terms, Delivery & Refund Policy – Secret Innovation Ltd
At Secret Innovation Ltd (Trading as Secret Kink), we strive to ensure a smooth and transparent purchasing experience. Please review our payment terms and refund policy carefully before placing an order.
Delivery
All Secret Kink orders are dispatched in totally discreet packaging from London, United Kingdom via a tracked and insured service. Orders are always in sturdy, and well secured cardboard boxes. They are tracked door to door for peace of mind, and a choice of shipping services are available at checkout.
Secret Kink, (A trading name of Secret Innovation Ltd) holds no responsibility for local charges or import and duty taxes levied on your purchase by the relevant authorities. These are the responsibility of the purchaser and we have no control over these.
In the unlikely event that your order goes missing or is undelivered you shall be refunded in full within 2 months of your purchase, once we process a compensation claim with the postal carrier or allow the shipment to make its way back to us. This is extremely rare as we use tracked shipping and we often refund much earlier once we have established the item will not be arriving with you.
When you make an order you will receive email notification from us that we have received your order. It will then be processed and you will receive a further email notification that your order has been dispatched along with details of how you can track your order. The majority of our orders are dispatched within 48 hours, however we will let you know by email if there is likely to be any delay to the processing of your order. Our carriers may send tracking updates of your order to your email address. If you would like mobile/cell notifications then please include your phone number with your order.
Returns
You are entitled to return any item within 14 days of receipt provided that they are returned in their original packaging in an unused, unworn condition with the original packaging. Please ensure you include your contact and order details with your return so that we can process your refund without delay.
We cannot be held responsible for any item lost in transit to us so please keep own proof of posting. It is your responsibility to ensure the item is returned safely to us. Your order will be refunded in full if you have selected standard shipping.
All orders where a expedited shipping service (i.e. courier services such as UPS, Fedex, DHL or Royal Mail Special Delivery) was selected will be refunded minus this shipping charge.
Refunds & Deductions (1-3)
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Discretionary Refunds:
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Any item that is returned and has obvious signs of wear including smells will not be refunded. This is for hygiene reasons.
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If a refund is issued due to a customer’s change of mind, incorrect item selection (including style, color, or variant), or a return without a specified reason, we will deduct the payment transaction fee and associated shipping costs from the refunded amount.
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Returns & Item Condition:
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Returned items must be in their original condition and accompanied by all original packaging.
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If a returned product is found to be damaged, used, or missing original packaging, we reserve the right to apply appropriate deductions to the refund amount to account for the item’s diminished value.
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Non-Refundable Costs:
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Shipping fees are non-refundable unless the return is due to an error on our part or a defective product.
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Any transaction processing fees incurred during the initial payment will not be reimbursed in the event of a refund.
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By placing an order with Secret Innovation Ltd, you acknowledge and agree to these terms. For any inquiries regarding returns or refunds, please contact our support team at info@secretkink.com
