How do I return an online purchase to a Secrets store?Updated a year ago
WHEN RETURNING YOUR ONLINE ORDER IN-PERSON TO A SECRETS STORE:
- All Online returns are processed by the Online Store - the physical Secrets store simply manages the inspection, collection of the items and receipts, and sends them back to the Online Store on the client's behalf.
- Refunds are processed by the Online store on the next Business Day after store approval or after receipt and assessment of products by the Online Store and should a physical store be unable to confirm the terms and conditions of the 30-Day Change of Mind have been met.
- An Exchange/Refund Slip will be completed with you by the store representative, collecting the following information:
- Customer Name
- Customer Address
- Customer Mobile/Cell number
- Customer Signature
- If the item can be assessed by the store, they will contact our Customer Service Team to authorise the refund.
- If the item cannot be assessed by the store:
- The store will forward your purchase, on your behalf, with all accompanying documentation to our Customer Service Team and a team member will be in contact.
- Your returns will not be replaced, exchanged, or credited by the store.
- Where there is uncertainty, upon receipt of your products by the Online Store they will have your item evaluated by our Master Jeweller.
- If your return is approved, the Customer Service Team will notify you to discuss the replacement, exchange, credit or refund options available.
- In the event of a full or partial refund, the Online Store will action an electronic refund, usually within 3 days.
- Please note, your financial institution may take additional time to transfer the funds into your account.
- Refunds are provided using the same tender type used for the original purchase.
- Unless you have paid for your item using a credit note, any Secrets Shhh store credit offered will be at your request and will expire within 3 years from the date of issue, and will be clearly noted on the supplied gift card.