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At Kinky-Secret we are committed to providing you with an exceptional shopping experience. If you are not satisfied with your purchase, you can return it under certain conditions. Therefore, please read our returns policy carefully.
Applicable Law
This right of return is governed by Dutch law (Article 6:230o of the Dutch Civil Code). By purchasing from Kinky-Secret, you agree that all transactions and disputes are governed by the laws of the Netherlands. This also applies to returns and refunds, regardless of the delivery country.
However, we strive to meet the needs of our international customers and ensure smooth processing of returns and exchanges.
Return Policy
According to Dutch law, you have the right to withdraw from the purchase contract within 30 days of receiving your order. However, certain items cannot be exchanged or returned for hygiene and health reasons.
Items that can be returned:
Products in their original, unused condition. All labels, accessories and original packaging must be intact.
Items that cannot be returned:
Lingerie sets can only be returned if the sealed packaging (shipping container) remains unopened, in accordance with Article 6:230p(f)(3) of the Dutch Civil Code.
If lingerie sets are returned to us with a broken seal, no refund or credit will be issued.
Cancellation and returns of orders
Orders can be placed within 24 hours Can be canceled after the order has been placed if the order has not yet been processed or shipped.
After these 24 hours, the order will automatically be released for processing and shipped.
Once an order has been processed or shipped, cancellation is no longer possible.
Returns are only possible upon receipt of the order and only in compliance with the conditions described in this Returns Policy.
Return requests made before receipt of the order cannot be processed.
In this case, the customer must wait for delivery and then follow the regular return procedure.
We charge a fee for canceling an order 10 %.
This fee is intended to cover Administration and processing costs, which arise from processing the order, stopping the ordering process and the associated administrative expenses.
We hope for your understanding.
If you don't want to cancel the order, you can let us know at any time - that's no problem.
Important note:
Parcels returned directly to the courier upon delivery (without you first reporting this to our customer service) will not be accepted and will not be refunded. These packages do not return to us, so we cannot process returns or refunds. Please pay attention.
IMPORTANT ADDITIONAL NOTE:
Under no circumstances should returns be sent to the address on the shipping label as this is not our address but that of a courier company. Any packages sent there will not be refunded. If you have done this, please contact us for a possible solution.
How to return your order
Contact us by email within 30 days of receiving your order support@kinky-secret.com. You will then receive the necessary return instructions as well as the address of our international warehouse.
Follow the return instructions provided in the email.
Make sure the items are unused, undamaged and in their original packaging.
Put your order number in the package. If the package is unopened, please write the order number on the outside of the package.
Use a shipping method with a tracking number (Track & Trace) and send this number to support@kinky-secret.com.
Return shipping costs
The customer bears the return shipping costs.
Customers in Germany, Switzerland and Austria must send returns to our warehouse in Asia and cover the shipping costs themselves.
Refund Policy
After receiving and inspecting your return, we will notify you whether your return has been approved. If the return is accepted:
The refund will be made to the original payment method.
Please note that processing by your bank or credit card provider may take a few business days.
Exceptions to refund:
Items with a broken seal or returns outside the 30 day return period are non-refundable.
Lingerie sets can only be returned if the sealed packaging remains unopened, in accordance with Article 6:230p(f)(3) of the Dutch Civil Code.
Returns made directly to the courier without prior notification will be invalid and non-refundable.
Exchange
Do you need a different size? We are happy to offer free exchanges for lingerie sets provided the sealed packaging remains intact. Contact us at support@kinky-secret.com for further instructions.
Why this policy?
We adhere to strict hygiene standards to ensure the safety and quality of our products. Returned lingerie products cannot be resold, even if they appear unused. This arrangement ensures that every customer receives a brand new, high quality product.
Important information for international customers
This right of return is subject to Dutch law.
International customers, including those in Germany, Switzerland and Austria, are subject to this policy. By making a purchase you agree to these terms and conditions.
For questions or further information, contact us at support@kinky-secret.com.
