Refund policy

Secret Sense Return, Cancellation & Refund Policy

At Secret Sense, we value your support and aim to ensure your shopping experience is smooth and transparent. Please read our return and cancellation policy carefully.

Order Cancellations

  • All cancellations will incur a 15% handling fee to cover bank charges and processing fees.

  • If stock has already been purchased or ordered on your behalf, the same 15% handling fee will apply.

  • Refunds will only be processed once a bank confirmation letter (in the purchaser’s name) is provided for security purposes.

Returns

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • In the same condition that you received it

  • Unused and unopened with tags

  • In its original packaging

  • Accompanied by the receipt or proof of purchase

To start a return, contact us at orders@secretsense.co.za. If your return is accepted, we will provide a return shipping label and instructions. Items sent back without prior approval will not be accepted.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong product. We will assess the issue and resolve it promptly.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalised products

  • Personal care goods (e.g., opened beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

If unsure, please reach out before placing your order.

Exchanges

The fastest way to receive the correct product is to return the original item (if eligible). Once the return is approved, you may place a new order.

Refunds

  • Refunds will only be processed once returned items have been received and inspected, or once cancellation terms have been accepted.

  • Approved refunds will be issued to your original payment method, less the 15% handling fee for cancellations.

  • Please allow time for your bank or credit card provider to reflect the refund.