Return Policy

Thank you for shopping at secretstore. We are committed to ensuring your confidence in our products. However, due to the specific nature of the products sold, please read the following return and refund policy carefully.

Important Notice: For hygiene and privacy reasons, the vast majority of opened adult products cannot be returned or exchanged. Please carefully inspect your order before opening any packaging.

1. Conditions for Accepting Returns

We only accept returns under the following limited circumstances:

Unopened Items: The item is unopened, unused, in its original packaging, and all original seals/stickers are intact. You must request a return within 14 days of receiving the item.

Damaged or Defective Items: The item you received was damaged upon delivery, has a manufacturing defect, or is not the item you ordered.

Shipping Error: We mistakenly shipped an item that you did not order.

2. Non-Returnable Items

Due to the intimate nature of the products, returns or exchanges are strictly not accepted under the following circumstances:

Any items that have been opened, used, or disassembled.

Items you wish to return due to a change of personal preference (e.g., color, size, design, functionality).

Returns due to customer error (e.g., incorrect order, change of mind).

Any items related to hygiene, health, or intimate use cannot be returned or exchanged once opened.

Items purchased during promotional sales, unless they have a quality issue.

3. Return Process

If you believe your return request meets the conditions outlined in Section 1, please follow these steps:

Contact Us: Within 14 days of receiving your order, contact our customer service team via email at yunjing@xiaoguo168.top. Please provide your order number, product name, and a detailed description of the issue along with photos (e.g., photos of the damage, incorrect item received).

Review & Authorization: Our customer service team will review your request. If approved, we will provide you with detailed return instructions and a Return Authorization code. Return packages received without prior authorization will be refused.

Ship the Item Back: You must securely pack the item in its original packaging, including all tags, packaging, and manuals, and ship it to our specified address. You are responsible for the return shipping costs, unless the return is due to our error (e.g., wrong item shipped or defective product).

Inspection & Processing: Once we receive and inspect the returned item and confirm it meets the return conditions, we will initiate the refund or exchange process.

4. Refunds

Timing: After your return is approved, the refund will be processed to your original method of payment within 7-10 business days. Please note that your bank or payment service provider may require additional time to post the refund to your account.

Amount: The refund will be for the actual purchase price of the product. The original shipping cost is non-refundable, unless the return is due to our error.

Exchanges: For defective or incorrect items, we generally prefer to replace the item with the same product. If the item is out of stock, we will offer a full refund.

5. Special Notes on Defective or Incorrect Items

Your satisfaction is our top priority. If we sent the wrong item, or if an item arrived defective, we sincerely apologize! Please contact us immediately. We will cover all associated costs (including return shipping) and arrange for a replacement or full refund as quickly as possible.

6. Contact Us

If you have any questions about this Return Policy or your order, please do not hesitate to contact us:

Email: yunjing@xiaoguo168.top
Customer Service Hours: [Monday – Friday, 9:00 AM – 6:00 PM, UTC+8]