Refund Policy

At secretsextoys.store, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return process in accordance with the following policy.

1. Returns & Eligibility

You have 30 calendar days from the date you received your item to initiate a return. To be eligible for a return, your item must be new, unused, and in the same condition that you received it. It must also be in its original packaging with all tags and labels attached, and in a resalable condition. For health and hygiene reasons, we cannot accept returns on items that have been opened, used, or removed from their sealed packaging, in accordance with Article 16(e) of EU Directive 2011/83/EU. A proof of purchase, such as your order number or receipt, is required to complete your return.

2. Non-Returnable Items

The following items are generally not eligible for return:

• Items that have been opened, used, or are not in their original, sealed packaging due to health and hygiene considerations.
• Gift cards.
• Downloadable software products.
• Some health and personal care items.

3. How to Initiate a Return

To initiate a return, please contact our customer service team at info@secretsextoys.store within the 30-day return window. Please provide your order number and the reason for your return. Our team will provide you with instructions on how to proceed.

4. Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. Please ensure items are securely packaged to prevent damage during transit.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection within 5–7 business days. If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item, as required by EU Directive 2011/83/EU. As an alternative, you may choose to receive store credit for future purchases on our website. There is no restocking fee for eligible returns.

6. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at info@secretsextoys.store within 48 hours of delivery. Please include your order number and clear photos of the damage or defect. We will work with you to resolve the issue promptly, which may include a replacement or full refund to your original payment method, depending on the circumstances.

7. Contact Us

For any questions regarding our Refund Policy, please contact us:

• Email: info@secretsextoys.store
• Physical Address: Har. Trikoupi 174, Kifisia, Greece.