Refund Policy

Effective Date: November 1, 2025.

At SecretSkin, your satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to help. You may request a refund within 14 days for change-of-mind purchases, or within 30 days if a product is faulty, damaged, or not as described. We believe in fair, transparent, and simple service — so you can shop with confidence.

General Policy

This Refund Policy applies to all purchases made through Secretskin’s official channels, including our online store and authorised retailers. It outlines the conditions under which customers may request a refund. Secretskin complies with all applicable consumer protection laws. Nothing in this policy limits your legal rights as a customer. If a product is faulty, unsafe, or not as described, you may be entitled to a refund under consumer law.

Faulty or Damaged Products

If you receive a product that is faulty or damaged, please contact us within 14 calendar days of receiving your order. After reviewing your claim, we may issue a full or partial refund based on the nature of the issue. If the product has a major defect (for example, it cannot be used for its intended purpose or is significantly different from its description), you are entitled to choose a refund. For minor defects, SecretSkin may provide a reasonable solution before approving a refund. If the product is confirmed to be faulty, SecretSkin will cover all return shipping costs.

How to Request a Refund

To request a refund, simply:

Contact our customer service team at [email protected] with your order details (order number, date, product name, and a brief explanation of the issue). Wait for our team’s instructions — please do not send any products back before receiving authorisation. Once approved, carefully pack the item in its original packaging, including all accessories and documents. After we receive and inspect your return, you will be notified of the outcome. Approved refunds will be processed using your original payment method within seven business days. Please note that returns will need to be sent to the following address: Lot-02.16, Soon Hup Tower, 98000, Miri, Sarawak. If your return is accepted, we’ll send you a return shipping label or cover your shipping cost on your side, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Conditions & Exclusions

To maintain hygiene and fairness, certain conditions apply:

Products with broken hygiene seals or tamper-evident packaging cannot be refunded.

Items damaged due to misuse, neglect, or failure to follow instructions are not eligible for a refund.

Promotional, clearance, or final-sale items may not qualify for change-of-mind refunds, although you still retain your rights for faulty items.

Proof of purchase is required for all refund requests.

If a returned product is found to be in good condition and does not meet refund eligibility, Secretskin reserves the right to decline the refund or offer store credit instead.

Refund Process & Timing

Refunds are issued via the original payment method used during purchase. Once approved, it typically takes three to seven business days for the refund to reflect in your account, depending on your payment provider. Secretskin will confirm the refund once it has been processed.