Return and Refund Policy — Home Secret
At Home Secret, we are committed to ensuring your complete satisfaction with every purchase. This policy was created to be clear, fair, and transparent, explaining the conditions and procedures for returns and exchanges.
General Conditions for Returns and Exchanges
For a return or exchange to be accepted, the following conditions must be met:
- Timeframe: The return or exchange request must be made within 48 hours of receiving the order.
- Product condition: The product must be in its original condition — unused, unopened, and in its intact packaging with all labels attached.
- Proof of purchase: The original order number must be provided as proof of purchase.
Cases Eligible for Return or Exchange
Returns or exchanges are accepted only in the following cases:
- Defective or incorrect product: In the event of a manufacturing defect, damaged item, or order error.
- Free replacement: The product will be replaced at no additional cost.
- Shipping fees covered: Home Secret covers the shipping costs related to the exchange.
- Procedure: Contact customer service within 48 hours, attaching clear photos of the product and the order number.
- Change of mind upon delivery: If you change your mind before payment, you may refuse the order at delivery.
- Cancellation fees: Initial delivery fees may apply, as the transport service will have been completed.
Products Not Eligible for Return or Exchange
For hygiene, safety, and quality reasons, the following products cannot be returned or exchanged:
- Opened or used products, even once.
- Products purchased on promotion or sale — final sale.
- Customized or made-to-order products.
Return or Exchange Request Procedure
To ensure your request is processed quickly and efficiently, please follow these steps:
- Contact customer service within 48 hours of receiving your order via:
- Email: contact@home-secret.com
- WhatsApp: +212662382355
- Phone: +212662382355
- Provide the necessary information: order number, product name, reason for return or exchange, and photos if the product is defective.
- Request review: our team will verify the validity of your request.
- Return coordination: once approved, we will arrange for the product to be collected.
Refund Policy
Refunds are applicable only for defective or incorrect products and if no replacement is possible, or upon customer request.
- Refunds are made using the same payment method used for the purchase.
- Refunds are processed within 7 to 14 business days after receipt and inspection of the returned product.
- The refunded amount includes only the product price, excluding delivery fees, unless the error was on our part.
Our Commitment
At Home Secret, we strive to provide high-quality products and exceptional customer service. For any questions about this policy, please feel free to contact us.