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Return & Refund Policy

We will checking all products and ensure they are in good condition before we ship to you.                            
When you receive your parcel, Please do an immediate checking the products received to make sure product is functioning.
            
All items (eg, electronic-function products) are checked thoroughly in working condition before we ship out.    
    
We are unable to offer an exchange or return of products for the change of mind on sex toys simply due to health & hygiene reasons. Kindly choose well before you buy.

We only accept return if there's damage/ defect on the product, Change of mind is not applicable.                
Kindly inform Customer Service before returning the item otherwise the request will not be processed.                
Your return item will be assigned to a courier of our choosing.

Please provide the return parcel tracking number for all items.
    
For faulty products, we offer a 24 HOURS REPLACEMENT WARRANTY, from the date you receive your product. We do not offer a satisfaction guarantee on any of our products, however through our high level of customer service, we will always endeavor to keep our customers happy and satisfied.
            
If your product is faulty, it will be replaced with an identical product. If we cannot replace the product, we will offer you the option of choosing another product of the same value or provide you with a refund for the total value of the faulty product.

Please note that standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 7 working days from the date we receive the faulty product.

 

Items Non-applicable for Return              
Customer changes one's mind of the item.                            
Customer induced fault or damaged (eg, user's fault eg., mishandling, dropped, misuse or improper application of the products, ...etc)
                
Check the package/parcel condition before signing & receiving it. Do not receive it if parcel's packing is obviously broken, severely dented or any damages with impacted marks. SecretByme.com will not responsible for any damages if the parcel's packing is obviously broken, severely dented, damaged with impacted marks are found after signing & receiving from the courier.

 

Other criteria for item non-applicable for return:                
1. Product's color is not as expected (Color: Not Fix)    
2. Incorrect storing method, i.e. in the damp environment.                
3. Exposure to too high or too low temperature.    
4. Any alteration was done to the product.
5. Dirt cause by food and drinks.                
6. Any exchange is done without contact our customer service.                
7. Any product returned with incomplete packing and accessories.    

 

Deadline for Return                                            
Must report immediately (by 014-9989311 WhatsApp / Wechat / SMS / phone call) within 24 hours upon acceptance of delivery. Therefore, it's important to check or battery-test your item(s) once you've received it. We will explain the return procedure through (014-9989311 WhatsApp / Wechat / SMS / phone call) or Email: askme@secretbyme.com within 7 days of reporting.                                            
All manuals and accessories that come with the product must be included and returned back to us in their original packaging & condition. We'll come back to you within 7 days upon receiving the return products.                                            
Secretbyme.com reserved the rights to make an adjustment to any published price of any products due to input error, product discontinuation, stock clearance, under the instruction of manufacturers or distributors and errors in advertising.                                            
SecretByMe.com can reserves the right to conclude if the damage is induced by manufacturer or user's fault.

 

Refunds & Cancellation of Orders                                            
a. Refunds can be processed in case of cancellations. The Refund process will take up to 2 - 3 business days after we receive your package.                                            
b. We will update you via email once your refund has been initiated. Cash voucher worth equal to the value of product cancelled will be credited as cash voucher into your member account after the completion of the refund process.                                           
c. All postage fees incurred for valid returns are eligible for reimbursement. Please read the terms below.                                            
i) The reimbursement will be done via bank transfer, please provide us with the following information in order to proceed:                                            
- Receipt for postage fee paid, along with tracking number of the return package/parcel                                            
- Bank Name                                            
- Bank Account No                                            
- Account Holder Name                                            
ii) The reimbursement amount is restricted to the original courier charges incurred during the purchase.                                            
iii) All courier charges and/or handling charges are non-refundable if the Return was denied/unsuccessful.

 

Before requesting to cancel your order, please read and understand the following terms & conditions:                                            
i) All payments made are non-refundable in cash. Order cancelled will be refunded via cash voucher.                                            
ii) Once a cancellation is completed, we cannot restore your order.                                            
iii) The entire order will be cancelled once processed. Please re-order the item(s) you want.                                            
iv) Any vouchers, discounts, or promotions used in conjunction with a cancelled order will NOT be valid or re-validated for any subsequent orders.                                            
v) We cannot guarantee that the price, availability, shipping fee, or any other elements of a cancelled order will remain the same for any subsequent orders.                                            
vi) Your refund will be processed and cash voucher credited to your account within 3 business days.                                            
vii) The refund amount will be the net amount paid (or cash voucher used) by you and will not include any promotional/special discount amount.                                            
viii) Please contact our Customer Service if your cancellation cannot be processed online.

 

Please contact us at askme@secretbyme.com or 014-9989311 if you have any questions or doubts.