Return & Refund Policy

Welcome to Segreta! ✨

We want every Segreta order to bring a little extra joy to your day.

Every product is carefully inspected before it leaves our warehouse. However, if your order arrives damaged, defective, or incorrect, we're here to help.

Please take a moment to read our Return, Exchange & Refund Policy before placing your order.

1. Exchange Eligibility

We offer exchanges only for products that are delivered damaged, defective, or incorrect.

To be eligible for an exchange:

Your exchange request must be submitted within 48 hours of delivery.
The product must be unused and in its original condition.
The product must be returned in its original packaging with all included accessories.

To help us verify a damaged, defective, or incorrect product, we request a clear, unedited parcel opening video whenever available.

The parcel opening video, if available, should clearly show:

The sealed package before opening.
The complete unboxing process in one continuous recording.
The product received inside the package.

If an unboxing video is not available, please provide clear photos and a detailed description of the issue.

Once your request has been reviewed and approved, we'll arrange a replacement. If a replacement is not available, we'll contact you regarding an appropriate resolution, which may include a refund or store credit where applicable.

Please Note:

Exchanges are not available for change of mind, personal preference, accidental purchases, or incorrect orders placed by the customer.
Orders may be cancelled within 24 hours of placement, provided the order has not already been dispatched.
After the 24-hour cancellation period, orders generally cannot be cancelled or modified.
Refunds, where applicable, are processed according to this policy.

2. Items Not Eligible for Exchange

The following items are not eligible for exchange:

Products that have been used, damaged after delivery, or show signs of wear.
Products returned without their original packaging or included accessories.
Clearance, promotional, or final sale items, where clearly identified at the time of purchase.
Products purchased using a Gift Card.
Exchange requests submitted more than 48 hours after delivery.
Requests where the reported damage, defect, or incorrect item cannot be reasonably verified from the information provided.

Please note that slight variations in colour, texture, or appearance caused by screen settings, photography lighting, natural material variations, or manufacturing tolerances are normal and do not qualify as product defects when they do not affect the product's functionality.

3. Exchange Process

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

Email us at:

📧 customer.segreta@gmail.com

Please include:

Your Order Number
A clear parcel opening video, if available
Clear photos of the product
A detailed description of the issue

Our team will carefully review your request and notify you of the outcome via email.

If your exchange is approved, we'll arrange a replacement. If a replacement is unavailable, we'll contact you regarding an appropriate resolution, which may include a refund or store credit where applicable.

4. Returning an Approved Exchange

Once your exchange request has been approved, we'll email you with detailed return instructions.

Please ensure the product is:

Unused
Returned in its original packaging
Securely packed to prevent damage during transit
Returned with all accessories and original contents

Failure to meet these requirements may delay or affect the exchange process.

Please do not send any product back until your exchange request has been approved and return instructions have been provided by Segreta.

5. Damaged or Defective Products

We're sorry if your order didn't arrive as expected.

If you receive a damaged or defective product, please email us within 48 hours of delivery at:

📧 customer.segreta@gmail.com

Please include:

Your Order Number
A clear parcel opening video, if available
Photos clearly showing the issue
A detailed description of the problem

Once your request has been reviewed and approved, we'll arrange a replacement at no additional cost to you.

If a replacement is unavailable, we'll contact you regarding an appropriate resolution, which may include a refund or store credit where applicable.

6. Exchange Shipping

If your exchange request is approved because the product arrived damaged, defective, or incorrect, Segreta will cover the replacement shipping cost.

If the product does not qualify under this Exchange Policy, the exchange request may be declined, or any applicable return shipping charges will be the responsibility of the customer.

Any applicable shipping charges will be communicated before the return is arranged.

7. Order Cancellation

Orders may be cancelled within 24 hours of placement, provided the order has not already been dispatched.

To request a cancellation, please email us at:

📧 customer.segreta@gmail.com

Please include your Order Number and send the cancellation request as soon as possible.

If the cancellation request is received within the 24-hour cancellation period and the order has not been dispatched, we will cancel the order and process the applicable refund.

After the 24-hour cancellation period, orders generally cannot be cancelled or modified.

If an order has already been dispatched, cancellation may no longer be possible.

We encourage you to carefully review your shipping information, product selection, and quantities before completing your purchase.

8. Refunds

If a refund is applicable under this policy, the refund will be processed after the cancellation, return, or issue has been reviewed and approved.

For approved order cancellations within the 24-hour cancellation period, the applicable refund will be processed after the cancellation is confirmed.

For approved refunds relating to damaged, defective, or incorrect products where a replacement is unavailable, the refund will be processed after the request has been verified and approved.

Refunds will generally be issued to the original payment method used for the order.

The time taken for the refunded amount to appear in your account may vary depending on your payment provider or bank.