Returns or Warranty Services

RETURNS OR WARRANTY SERVICES

ONLINE SALES

DAMAGED ITEMS:
If you receive a damaged item in the mail, we would urge you to act immediately. Please follow the prompts below on “How to Return Your Jewellery”.

Subject to your rights under Consumer Law, Secrets Shhh reserves the right to exchange, replace, repair, credit or refund items damaged during transit.
1. CLAIMS UNDER WARANTY:
Please refer to our full set of guarantees and conditions https://www.secrets-shhh.com.au/pages/warranty-and-guarantees

If you believe you have a claim, please confirm under which guarantee you are making the claim. Please ensure that your claim is covered by the special conditions for the appropriate guarantee and if so, follow the “How To Return Your Jewellery” process.
1. HOW TO RETURN YOUR JEWELLERY:

TO RETURN YOUR ORDER BY MAIL TO OUR SECRETS ONLINE STORE:

Head to our online store and navigate to our “Returns Center”. https://secretsshhh.returnscenter.com/
Fill in your order number and email address to find your order.
Your order will appear, and you can select the item/s you want to return. The online form will prompt you through.
Once you have completed the online form, it will be received by our Customer Service Team.
A team member will email you with pre-approval if your item(s) appear to meet the Secrets Shhh return conditions (damaged item, 30-Day Change of Mind Guarantee, incorrect item received or other), and supply you with further return shipping information. This will include a label for you to print out and attach to your returns package.

WHEN RETURNING ITEMS BY MAIL:

Secrets Shhh will cover the expense of postage or shipping except where the item is being returned:
under the 30-Day Change of Mind Guarantee; or
because it:
1. is faulty but found by Secrets Shhh on its return not to be faulty; or
2. is damaged but the damage was not caused by Secrets Shhh; or
3. did not meet your consumer guarantees but Secrets Shhh is able to show that such guarantees were met.
Secrets Shhh strongly recommends that items are returned by either express post or registered mail, so they can be tracked and insured against damage or loss.
Secrets Shhh does not take any responsibility and will not be liable for any items lost or damaged whilst in the care of Australia Post or any other carrier sent by a client to Secrets Shhh.
Secrets Shhh will only provide a refund, exchange, or store credit to the value of the item as listed on the original receipt.
Subject to your rights under the Consumer Law, Secrets Shhh reserves the right to exchange, replace, repair, credit or refund items with a manufacturing fault or damaged during transit.
Once Secrets Shhh has received your return, it will be assessed by our Master Jeweller.
In the event of a faulty or damaged piece or one which does not match the description on our website (if purchased online), we will notify you if it can be repaired, and any wait times that may be incurred.
If your return is approved, is a faulty or a damaged piece which cannot be repaired, or one which does not match the description on our website (if purchased online), our Customer Service Team will notify you to discuss the replacement, exchange, credit or refund options available.
In the event of a faulty or damaged item which cannot be replaced or repaired, Secrets Shhh will happily refund you for the cost of the product plus the postage cost to return the item, upon presentation of your postage receipt.
In the event of a full or partial refund, Secrets Shhh will process it electronically, usually within 3 days after we have contacted you.
Please note, your financial institution may take additional time to transfer the funds into your account.
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 12 months from the date of issue.
Despite the above, where an item is returned because of a "major failure" (as defined by Consumer Law) by Secrets Shhh, our Customer Service Team will contact you to discuss whether you would like a refund, store credit, repair or replacement of the item.

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.

Returns or Warranty ServicesUpdated a year ago