Returns
Refunds and
replacements
You are irreplaceable! So, we’ll do you a deal; if an item
is faulty we’ll replace it and if you're still not completely satisfied with
your order, we will provide a full refund within 14 days of receiving your
returned item[s].
Under
the Distance Selling Regulations you are entitled to a refund within 14 working
days starting the day after delivery. You may also cancel or return your
unwanted products for a refund within 14 days of receipt in accordance with
this regulation.
To qualify for a
refund or replacement
- Refunds
are only permitted if the product returned is in its original packaging
with tags still in place.
- Items
can only be replaced if they are deemed damaged or faulty.
- Any
basic paid postage cost is non-refundable, this includes an express
delivery service (DHL or Royal Mail 24) this is non-refundable unless
products are deemed damaged or faulty.
Product condition and
exceptions
There’s
just one condition when it comes to processing your replacement/return; we must
receive your order in the same state as it was when dispatched. If this is not
the case, or the item[s] appears to have been worn, it will be returned to you.
For
hygiene and safety reasons we are unable to accept lubricants and oils and if
any seals are broken or shrink wrap has been removed; no exceptions!
Refunds
Can’t
think of anything warped that you want right now? Well, once we have your
returned item[s] in our possession and have given it the once over, we’ll be
happy to reimburse you. Refunds are issued within 14 working days (from date
item[s] received), using the same method of payment as the initial transaction.
Replacements
We’re
not averse to a pleasant exchange here at Secret Leather! So, if an item is
faulty we’ll replace it. Once we have received your returned item[s] and are
satisfied that it is in the expected condition, we will arrange for your
replacement product[s] to be sent out.
The
new order will be dispatched via Royal Mail Standard Delivery which typically
takes 3-5 working days to arrive. If you’re a little impatient, however, you
can get your hands on our package a little quicker by contacting customer
services on 07939910084 between 8:00am
and 5:00pm (GMT) Monday to Friday to arrange next day delivery. Alternatively,
you may wish to send an email or
complete our contact form.
Come
from a land far, far away, but wish to return your package? Well, if you follow
our simple returns procedure,
we’ll do our utmost to rectify the situation. Please ensure;
- Your
item is sent back to us within 14 days (we do not need to receive it
within this timeframe, but it does need to be posted). We recommend that
you procure proof of postage.
- You
obtain a receipt for postage if the item is faulty. That way we can
reimburse you.
Once
we have received your return, you can expect your refund to be processed within
14 days. Your refund should show on your account within 3 to 5 working days –
please note that some banks make take longer than this. We will, however, aim
to make this procedure as quick as possible!
Please note: If you’re returning an item from outside the UK, we
are not able to refund the cost of your delivery UNLESS the item is faulty.