RETURNS POLICY
We hope that you love your SECRET PINK purchase.
However, should you wish to return or exchange any items, you may do so within 5 days from the date the item(s) was received.
To return the item(s) back to us for a full refund, exchange, or 100% store credit (as applicable), please contact our customer service at pink@secretpink.com.au for assistance with your return with the return reason and provide details of the fault. (This will help our team process your return in a timely manner once we receive the item back.
CONDITIONS FOR RETURNS
To ensure a seamless returns process, please review and adhere to the following conditions:
Item Condition: Item(s) must be in their original, unworn, and unused state. The product should be in a saleable condition with original tags still attached.
Packaging Requirements: Return the item(s) in their original packaging.
The original packaging must be in its original condition.
Hygiene and Exclusions: Returns and exchanges are not available for personalized items, including earrings, hairpieces, underwear, and swimwear.
This exclusion is due to hygiene reasons or may apply to specific excluded product categories.
CHANGE OF MIND RETURNS POLICY
At Secret Pink, we understand that sometimes a change of mind may occur. To ensure a smooth return process, please adhere to the following guidelines:
Initiate Return within 5 Days: Ensure that the return is initiated in your Account and the item(s) are dispatched within 5 days from the date of receipt (or within a longer promotional return period if applicable).
Condition of Items: Items must be in an unworn, unused, and saleable condition with the original tags still attached.
Packaging Requirements: Return items in the original packaging, ensuring it is in its original condition. This includes sealed boxes, clear plastic packaging, and any promotional gifts.
Exclusions: Please note that certain items are excluded from the change of mind returns policy. This includes 'Final Sale' items and those excluded for hygiene reasons. Any exclusions will be clearly stated on the relevant product page on our Site and/or during the checkout process.
EXCEPTIONS TO OUR CHANGE OF MIND POLICY
Our change of mind policy is designed to offer flexibility to our customers; however, it does not apply to the following merchandise due to hygiene reasons:
Earrings: For hygiene purposes, earrings are exempt from our change of mind policy.
Hair Pieces: Hair accessories, including hair pieces, are excluded from our change of mind policy to ensure customer safety and hygiene.
Underwear and Swimwear: For the well-being and comfort of our customers, we cannot accept returns or exchanges for underwear and swimwear items due to hygiene considerations.
We appreciate your understanding in these matters and are here to assist you with any other inquiries or concerns.
FAULTY PRODUCT RETURNS
At Secret Pink, our commitment is to deliver products of the highest standard and quality. If you have received a product with a defect, please contact to pink@secretpink.com.au as soon as possible. Our team will guide you through the returns process and work swiftly to resolve the issue. To assist with the return process, we may request images of the damage, defect, or fault for an initial assessment. Additional information might be required to support your claim and facilitate our assessment of the goods.
If the product is confirmed to have a defect, we will replace or repair the product (if repair is reasonably possible) or refund the price of the product to your original payment method, as appropriate. If the product is confirmed to have a major defect, you are entitled to elect whether you want us to replace or repair (if repair is reasonably possible) the product or refund the price of the product to your original payment method. If the product is found not to have a defect, deemed out of warranty, or you otherwise do not have a remedy for a failure to comply with the consumer guarantees under the Australian Consumer Law, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.
It's important to note that certain situations are not considered defects. In our reasonable opinion, a product isn't defective if it has become of unacceptable quality due to fair wear and tear, misuse, failure to follow manufacturers' instructions, abnormal usage, or lack of reasonable care.
Our Photoshoot Attires range may include items with imperfections and existing wear and tear. Any such details specified on the product page for Photoshoot Attires range items will not be classified as defects.
When returning or exchanging a faulty product, Secret Pink will coordinate and cover the return postage on your behalf or upon presentation of a valid receipt, we will refund the postage costs associated with the return.
We will not refund any Delivery Fees that you have paid at purchase to have the product shipped to you, or the cost of any packaging you provide to send the items back to us.
While we understand that on occasion incorrect items, including items from other companies and/or your personal items, may be returned to us by mistake, we are not responsible for these items and accept no Liability if we’re unable to locate them. If we are able to locate them and you want the items returned to you, we reserve the right to return them to you at your cost.
We appreciate your cooperation in adhering to these conditions, ensuring a smooth and efficient returns process. If you have any questions or require assistance, feel free to contact our Customer Service team.