Refund policy

 

Last updated: 8/3/26

1. General Policy

Due to the nature of the products we sell, returns are limited for hygiene and safety reasons.

We accept returns only for items that are:

  • defective
  • damaged upon arrival
  • incorrect (wrong item received)

For hygiene reasons, we cannot accept returns on products that have been opened or used.

 

2. Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unopened, and in its original sealed packaging.
  • You must contact us within 48 hours of receiving your order.
  • Proof of purchase is required (order number or confirmation email).

Items that have been opened, tested, or used cannot be returned under any circumstances.

 

3. Non‑Returnable Items

For hygiene and safety reasons, certain categories of products cannot be returned, unless they are defective or incorrectly delivered.

These include:

  • personal-use items that come into direct contact with the body
  • lingerie, underwear, bodysuits
  • lubricants, oils, cosmetics
  • condoms
  • any product that has been opened or used

This policy is consistent with European standards for hygiene‑sensitive products.

 

4. Damaged or Defective Items

If your item arrives damaged or defective:

  1. Contact us within 48 hours of delivery.
  2. Provide clear photos of:
    • the product
    • the packaging
    • the shipping label
  3. Our team will review the case and offer:
    • a replacement, or
    • a refund, depending on availability

 

5. Wrong Item Received

If you receive the wrong product, we will replace it at no additional cost.

The incorrect item must remain unopened and unused.

 

6. Refunds

Once your return is approved and processed, refunds are issued to the original payment method.

Refund processing times may vary depending on your bank or payment provider.

Shipping fees are non‑refundable, except where the error was ours.

 

7. Return Shipping

Return shipping costs are the responsibility of the customer unless:

  • the item was defective
  • the wrong item was sent

We recommend using a tracked shipping method for all returns.

 

8. Order Cancellations

Orders can be cancelled only before they are processed or dispatched.

Once an order has been dispatched, it cannot be cancelled.

 

9. Contact Information

For return or refund enquiries, please contact us at:

support@secrettouchx.com

Customer Support Hours: Monday–Friday, 09:00–19:00 (UTC+2, UTC+3 during DST)