Refund Policy UK
Return Policy – Kinky Secret
At Kinky-Secret, we strive to provide you with an exceptional shopping experience. If you are not satisfied with your purchase, you can return it under certain conditions. Please read our returns policy carefully.
Applicable Law
This return policy is governed by Dutch law (Article 6:230o of the Dutch Civil Code). By making a purchase at Kinky-Secret, you agree that all transactions and disputes are subject to the laws of the Netherlands. This also applies to returns and refunds, regardless of the country of delivery.
However, we aim to accommodate the needs of our international customers and ensure a smooth return and exchange process.
Return Conditions
Under Dutch law, you have the right to withdraw from the purchase contract within 30 days of receiving your order. However, certain items are excluded from return or exchange for hygiene and health reasons.
Items that can be returned:
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Products in their original, unused condition
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All tags, accessories, and original packaging must be intact
Items that cannot be returned:
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Lingerie sets may only be returned if the sealed packaging (shipping seal) remains unopened, in accordance with Article 6:230p(f)(3) of the Dutch Civil Code
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If lingerie sets are returned with a broken seal, no refund or store credit will be issued
Order Cancellation and Returns
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Orders can be canceled within 24 hours of placement, provided the order has not yet been processed or shipped
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After 24 hours, the order is automatically released for processing and shipment
Once an order has been processed or shipped, cancellation is no longer possible.
Returns are only possible after the order has been received and must comply with the conditions outlined in this return policy.
Return requests submitted before receiving the order cannot be processed. Customers must wait for delivery and then follow the standard return procedure.
Important notice
Packages that are returned directly to the courier at delivery without prior notification to our customer service will not be accepted and will not be refunded. These packages do not reach us, making it impossible to process a return or refund.
IMPORTANT ADDITIONAL NOTICE
Returns must never be sent to the address listed on the shipping label. This is not our address, but that of a courier company.
Any packages sent to that address will not be refunded.
If you have done this, please contact us for a possible solution.
How to Return Your Order
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Contact us within 30 days of receiving your order via email at support@kinky-secret.com
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You will receive return instructions and the address of ours international warehouse
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Follow the return instructions provided in the email
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Ensure items are unused, undamaged, and in their original packaging
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Include your order number inside the package
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If the packaging is unopened, write the order number on the outside of the package
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Use a shipping method with tracking (track & trace) and send the tracking number to support@kinky-secret.com
Return Shipping Costs
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Return shipping costs are the responsibility of the customer
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Customers in Germany, Switzerland, Austria, and the United Kingdom must return items to our warehouse in Asia and are responsible for the shipping costs
Refund policy
Once we receive and inspect your return, we will notify you whether your return has been approved.
If approved:
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The refund will be issued to the original payment method
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Please note that processing by your bank or credit card provider may take several business days
Refund exclusions:
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Items with a broken seal
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Returns submitted outside the 30-day return period
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Lingerie sets with opened or damaged seals (Article 6:230p(f)(3) Dutch Civil Code)
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Returns handed directly to the courier without prior notification
These returns are not eligible for a refund.
Exchanges
Need a different size?
We are happy to offer a free exchange for lingerie sets, provided the sealed packaging remains intact.
Please contact 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 items cannot be resold, even if they appear unused. This policy ensures that every customer receives a brand-new, high-quality product.
Important Information for International Customers
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This return policy is governed by Dutch law
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International customers, including those in Germany, Switzerland, Austria, and the United Kingdom, are subject to this policy
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By placing an order, you agree to these terms and conditions
For questions or further information, please contact us at support@kinky-secret.com
