In order for the return to be accepted, it must respect the following rules:
- The product must never be used or opened;
- The product has to be sealed in its original packaging, including the protective cellophane or labels (if any) – if the product box has no mark or seal, you must keep intact the seal of the product, or any other protection marks;
- You shall ensure that the product conforms to all the accompanying components: samples, gifts, among others, respecting the original shipping conditions;
- Preserve the invoice, bearing in mind that a copy of it must accompany the return of the product to Secrets of Nature LTD.
At Secrets of Nature LTD, our main goal is your complete satisfaction so purchasing with us is easy and fully transparent and we offer an “Easy Return Policy” where in you can make a return request of a product within 14 work days of its delivery.
Before attempting to return an order, you will need to contact our customer service team to request a returns authorization. It is very important that you wait for our email with the return information and save product(-s) under the same conditions that you’ve received them in order to return it. Observe the maximum period of 7 days after our confirmation of your order to send the product(-s) to our address along with any documents instructed by us.
After receiving the product(-s) back – if you proceed accordingly to all the information and the product(-s) are received by us in their original packaging – we will review the case within 5 working days and contact you via email providing confirmation. In case of refund, it can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
If instead of getting refund for returned product, you prefer to receive other product, you have to remember about two things:
- such exchange is dependent on the availability of stock. In cases when a replacement may not be available, we will refund you the money.
- any extra costs that might appear (price difference, shipping cost etc.) in case of sending the substitute(s) is the customer’s responsibility.
We are more than happy to cover/refund cost of return when it is required due to our error.
We will not refund cost of returning the order if the return is caused by customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you.
In the first place, please contact our Customer Service team via e-mail (firstname.lastname@example.org) to arrange your return.
We need you to let us know the order number and the item(-s) you want to return. Send the information with the explanation of situation to our email, attaching photos (if necessary). Upon receipt of these details we will provide you with instruction and all the necessary information/documents needed to arrange the return. Return process depends on the country you are in.
Returned and cancelled orders
You can cancel the order by contacting us, via email, as long as the order has not yet been shipped. Please provide all necessary information regarding your order: order number or eventually full name used to place the order. We will get back to you via email informing you about status of your order! Please keep in mind that unless cancellation takes place before shipment has been processed, your order cannot be stopped and will be delivered to you. At this point you will be able to process with a return.
After confirming the status of the order, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
Providing an incomplete or incorrect address may lead to the parcel being returned to Secrets of Nature LTD. Hence, we recommend to always make sure that the delivery address provided when placing the order is correct and complete.
In such case, parcel will reach destination country and will be returned to us after some time. After receiving the parcel, we will contact your immediately via email and you will decide which solution is better for your:
Faulty and wrong item(-s)
It is important that you check your order or items upon receipt and always before use. Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We also have high standards when it comes to preparing your order however mistakes, can occur from time to time. Please accept our apologies if you have received a damaged or wrong item. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach pictures of the parcel and problematic product(s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our best to resolve any issues with speed, ease and with absolute minimal inconvenience.
We will review each case individually and provide the best solution possible. We can offer refund, partial refund, discount for future purchase or reshipment of the item(-s). In case of refund we will process it back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. Our aim is to provide the best solution for you as quickly as possible.