Refund and Returns Policy

 

Refund & Return Policy – Secret Fantasy

1. Our Commitment

At Secret Fantasy, we are committed to ensuring customer satisfaction. We understand that sometimes changes or cancellations may be necessary, and we aim to provide clear, fair, and flexible solutions for every order.

All our products are made from high-quality materials and undergo strict quality inspection before shipping to ensure the highest standards.

If you experience any issue, our customer support team is available 24/7 (Monday–Sunday) to assist you.

2. Return & Refund Eligibility

Customers may request a return or refund under the following conditions:

  • Items must be unopened, unused, and in original condition

  • The request must be made within 15 days of receiving the product

  • Customers are responsible for return shipping costs and transaction fees

⚠️ The return period starts from the day you (or a third party) physically receive the product.

3. Return Process

To request a return or refund:

⚠️ Important: Unauthorized returns will not be accepted or processed.

4. Refund Processing Time

Once your returned item has been received and carefully inspected, your refund will be processed promptly.

  • Cryptocurrency payments: refunds are typically processed within up to 7 business days
  • Bank transfer payments: refunds are typically processed within 7 to 10 business days

Please note that all refunds are issued securely to the same payment method used during checkout, ensuring a safe and transparent process.

At Secret Fantasy, we are committed to handling every refund efficiently, fairly, and with full respect for your privacy and satisfaction.

5. Order Issues & Solutions

Wrong Item Received

If you receive an incorrect product, please provide:

  • Unboxing video

  • Product and packaging details

After verification, we will arrange a replacement or solution.

Lost Packages

If your package is lost in transit:

  • Contact the shipping carrier

  • Inform our support team immediately

Note: Most shipments require an adult signature for secure delivery.

Quality Issues

If you notice any issue upon opening the product:

  • Contact us within 24 hours

  • Provide clear photos or videos of the packaging and product

⚠️ All products are handmade; minor imperfections are normal and not considered defects.

6. Order Cancellation Policy

In-Stock Products

  • Cancellation within 24 hours: 95% refund (5% transaction fee deducted)

  • After shipping: cancellation is no longer possible

Custom Orders

Custom-made products begin production immediately.

  • Within 12 hours: 95% refund

  • Within 24 hours: 80% refund

  • After 24 hours: cancellation may not be possible due to production progress

7. Return Shipping & Restocking Fees

  • Customers may be responsible for return shipping costs if the return is not due to a defect or error

  • A restocking fee may apply depending on the product condition and reason for return

8. Policy Updates

Secret Fantasy reserves the right to update this policy at any time. Changes take effect immediately upon publication.

Effective Date: 19/11/2024

9. Customer Support

We are here to help you at every step of your experience.

📧 support@secretfantasy.shop
🕒 24/7 Customer Service

Phone : +1 (418) 431 7100