Returns and Exchanges
All the products at The Secret Label are made to order and are specially crafted for you with care, thus every product is unique. We stand behind the quality of the products on the website, and we will help you with an exchange if you are not convinced with the product(s). We can accommodate a cancellation/alteration request within 24 hours of it being placed. In case of a cancellation/alteration, please send an email to firstname.lastname@example.org.
Exchange will be done in the following cases:
- Genuine sizing issues from the order, only for unused garments.
- Our detailed size chart on each product page can enable you to make a purchase of the appropriate size.
- Genuine quality issues of the product. By genuine we mean bad workmanship or defective materials only.
- In case the product shipped is the wrong item or not as per order
- Products under Accessories, and Home Decor category are not eligible for return/exchange, unless the products are received in a damaged condition and timely notified.
Refunds will be done only in the following cases:
- Packages lost in transit.
- We do not provide refund on any goods sold. Goods once sold can only be exchanged for size replacement or a store credit if they meet our terms and conditions
Our shipments are carefully inspected before being shipped to you, but if you are not satisfied with your purchase please follow the instructions below:
- To initiate the exchange within the first 5 days of product delivery by writing to us at email@example.com
- Items must be unused, unworn, unwashed and undamaged.
- Goods once sold can only be exchanged for size replacement/store credits
- The Secret Label will arrange for a reverse pick up from the customer’s registered address (reverse pick up may not be available on select PIN codes)
- Goods will be exchanged only if they are returned in their original packaging with original invoices and tags, if any. The package should reach us within the first 10 days from the date of delivery.
- Goods are faulty if they are received damaged. Where possible, we will offer to repair faulty items.
- We have made every effort to display as accurately as possible the colors of our products that appear on the site. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
- All custom made orders are non-returnable.
- In the unfornunate event of of any return/store-credit or alteration for an order delivered outside India, the shipping & customs charges will be borne by the customer.
- Sharing tracking details of the product sent for exchange is mandatory.Unidentified exchanges may be returned to the sender.