Returns & Exchanges Policy

 

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, or credit your account, subject to the terms below.

 

Unwanted products

 

In general, you can return an unwanted product to us at no charge, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable); and
  • you send us a request for return within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective. Send your request to shop@thesecretroom.co.za
  • We do not accept returns for intimates, lingerie, underwear or swimwear.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).  Please bear in mind that refunds can take 1-4 working days to reflect in your account.

 

Want to exchange?

 

Fashion and footwear products can be exchanged for a different size or colour variation, provided that such variation is available and is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return. Please bear in mind that refunds can take 1-4 working days to reflect in your account.
We reserve the right to inspect the product to validate your return. Please refer to our below examples for some advice on making sure that your product is returnable under this section.

 

Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition:


Shoes: Shoes scuff very easily on any hard surface. Always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoes.

 

Tops and Dresses: Please be careful of makeup or deodorant rubbing off on the garment.

 

Please note we do not accept returns for Swimwear and lingerie.

 

Not what you ordered?

 

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website (including if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 1-4 working days to reflect in your account.

 

Products damaged on delivery

 

Should a product be damaged at the time of delivery / collection, please notify us within 5 days of such delivery / collection by sending us an email to shop@thesecretroom.co.za

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

 

Defective products

 

We do our best to ensure that the products we deliver to you are of a high quality and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

 

Standard Warranty

 

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 14 days after delivery / collection of the product

  • You can do so by sending an email to shop@thesecretroom.co.za, and we will arrange to collect the product from you at no charge.
  • Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).
  • Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier reserves the right to refuse collection of a product that is not properly packaged for transport.

 

Charges

 

If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we reserve the right (subject to applicable law) only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse The Secret Room for the cost of collecting the product from you and the cost of having the product returned to you.
Although seldom charged, we reserve the right to charge a 10% administration fee for returned orders should the returns process incur significant administration expenses.