Customer care
Returns & Refund Policy
Changed your mind or something isn't right? You have 30 days to send it back. Here's exactly how it works.
Last updated: October 2026
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30-day returns
From the day your order arrives
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Free if faulty
We cover return postage on faulty or wrong items
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Fast refunds
Processed within 5 working days of arrival
How to start a return
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1
Email us
Write to secretzstore0@gmail.com with your order number and the item(s) you'd like to return.
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2
Get confirmation
We'll reply within 1–2 working days with your return authorisation and instructions.
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3
Pack & post
Pack the item securely with all accessories and send it with a tracked service. Keep your proof of postage.
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4
Get your refund
Once it arrives and is checked, we refund you to your original payment method.
Please don't send items back without contacting us first. Returns sent without authorisation can't always be processed.
The full policy
Return window
You can return most items within 30 days of delivery for a full refund of the item price.
To be eligible, items must be unused, in the same condition you received them, and returned in their original packaging with all accessories, cables and manuals included.
This doesn't affect your statutory rights. Under UK consumer law you can cancel an online order within 14 days of delivery, and you're protected if goods are faulty or not as described.
Return shipping costs
Changed your mind: you pay the return postage. We recommend a tracked service, as we can't be responsible for parcels lost on their way back to us.
Faulty, damaged or wrong item: we cover the cost. Contact us and we'll arrange a prepaid return or reimburse your postage.
If you return your whole order within 14 days of delivery, we'll also refund the original standard delivery charge.
Damaged, faulty or incorrect items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us within 48 hours of delivery with your order number and a photo or short video of the issue.
We'll offer a replacement or a full refund, whichever you prefer, and sort out the return for you.
Items we can't accept back
Unless faulty or not as described, we can't accept returns of:
- Items worn against the skin, such as sleep headbands and headphones, once the hygiene seal or packaging has been opened
- Items that have been used, damaged through misuse, or are missing parts or accessories
- Gift cards
Not sure if your item qualifies? Just ask, and we're happy to help.
Exchanges
The quickest way to get the item you want is to return the original for a refund and place a new order. If you received a faulty item, we'll send a like-for-like replacement free of charge.
Refunds
Once your return arrives, we'll inspect it and email you to confirm whether your refund is approved. Approved refunds are processed within 5 working days to your original payment method.
Depending on your bank or card provider, it can take a further 5–10 working days for the money to appear in your account.
If items come back used or incomplete, we may make a partial refund to reflect the reduced value. We'll always tell you before we do.
Late or missing refunds
If 10 working days have passed since we confirmed your refund, please check with your bank first, then email us at secretzstore0@gmail.com and we'll look into it straight away.
Return address
Please only send returns once we've confirmed them by email. Authorised returns go to:
SecretzStore Returns, 5 Blea Close, Burnley, BB12 7TP, United KingdomNeed help with a return?
Real people, fast replies. Send us your order number and we'll take it from there.