Your refund rights

As our customer, you have the right under the Consumer Protection Act to return all or part of your order within fourteen (14) days of receipt of your order.The 14-day return period begins when you receive or collect the package. You must send your return to us within 14 days of your return notification.

If you are returning some of the products and keeping some for yourself, we would ask you to send us the unused and intact product packaging bags with your return. This will allow us to reuse the bags for product packaging and together we will reduce waste. :) However, if you do not return any products from your order, you do not need to return the product bags separately

Our refund address

HerSecret.se
Manttaalitie 5, Gate 4-5
01530 VANTAA

Postal return code: 657722

Choose your delivery method from the menu
below for more information on returns

CONTENTS

  1. TERMS & CONDITIONS
  2. FREE EXCHANGE
  3. GENERAL INFORMATION ON RETURNS
  4. FREE EXCHANGE FREE OF CHARGE
  5. RETURN VIA BUDBEE
  6. RETURN VIA TRAVEL SERVICE
  7. RETURN VIA DB SCHENKER
  8. REFUNDS AND INVOICE CORRECTIONS
  9. GENERAL INFORMATION

1. TERMS & CONDITIONS

  1. A completed return form is considered sufficient notification of a return, i.e. there is no need to contact our customer service unless you wish to exchange the products.
  2. If you have placed more than one order, you can return all your orders in the same return shipment. Please include the return forms for all your orders in the shipment.
  3. Products must be unused and in resale condition. You can of course try on products, please try on underwear over your own underwear.
  4. Products classified as hygiene products, such as underwear sold separately, stockings and face masks, are non-returnable. Hygiene products are marked separately in our online shop.
  5. Products must be packed neatly folded in their original packaging/bags
  6. Products with a hygiene cover, such as swimwear, can only be returned if the hygiene cover is still in place.
  7. We do not accept incorrect customer returns. If the return is sent late or the product is not in resale condition, the customer is responsible for all postage, handling charges and billing surcharges.
  8. The customer must keep a receipt/shipping label for their customer return. Any lost return will only be refunded if the customer has a receipt or other proof of the return sent.

2. FREE EXCHANGE

If you want to change the product to another size or colour, you can contact our customer service, for example via Whatsapp

, and we can reserve a new product for you. To speed up the exchange, you can also place a new order directly in the online shop. The

exchange is free of charge - also applies to exchanges for a completely different product (one exchange per order)

3. GENERAL INFORMATION ON RETURNS

Your order will be accompanied by a return form with instructions on how to return it. HerSecret.se will charge you a €5 return fee (not applicable to exchanges). Returns are also free of charge if the price of the products you keep in your order is more than 40€ after your return, or if you have ordered the same product in two different sizes/colours and return the other size/colour (comparable to an exchange)

4. RETURNS BY POST

A. Book a return on the Post Office website

The

easiest way to book a return is to book a return on the Post Office website: https://www.posti.fi/palvelutverkossa/lahettaminen/#/palauta/lahetystunnus?lang=fi

You can also return the parcel via a parcel machine using the original box code. If your order has been delivered to a Post Office branch or a vending machine without a display, you will need to book a return using the same method. Post link. Write the easy code you received on the parcel and enter the code in the machine. You can only book a return if you have a tracking number for your parcel that starts with JJFI.

B. Returning to our office using our contract number

You can use the original packaging to return your parcel. When sending a return, you must use our customer return contract, our Postal Service contract number is 657722. If our contract has not been used, we will not refund the postage paid by the customer. Our standard return fee will also be charged in this case. Please cross out your own address on the original address card to ensure the return is routed correctly

5. RETURN VIA BUDBEE

You can easily book a collection from Budbee for your return by clicking on the link they send you via SMS. You don't need to print a return label, Budbee will take care of that. They will collect your return from your doorstep at the agreed time.

6. RETURN VIA TRAVEL AGENCY

If your order has been delivered via Matkahuolto, you can return it using our general Matkahuolto return code 9550364. Take your shipment to a Matkahuolto location (not a vending machine) and tell them it's a return and our return code.

If you want to return a parcel via an automatic machine, you must register on the Matkahuolto website: https://www.matkahuolto.fi/rekisteroidy

Once registered and logged in, you can order the activation code for your return parcel, which you will need for the automatic machine



7. RETURN VIA DB SCHENKER

If your order has been delivered via DB Schenker, please return it via the same service. Take the shipment to a DB Schenker point of sale as a customer return.

Take the

original packaging with you, showing the original collar or shipping label, so that the shipment can be forwarded to us

8. REFUNDS AND INVOICE CORRECTIONS

You will receive a confirmation email once your return has been processed. It usually takes about a week to ship a customer return and a few working days to process a return. Please wait until more than 2 weeks have passed since your return was sent before you ask for a refund.

We will correct your HerSecret invoice as soon as your return has been processed. You will receive an invoice with the updated amount in your email as soon as the refund is processed. If you wish, you can also pay the price of the products you have held in advance from your original invoice (remember to take into account a possible €5 return fee). You can also always check your current balance on My

Account

.

If you have paid for your order in advance, for example by bank transfer or credit card, the money will be returned to your original payment method as soon as possible after the refund has been processed, but no later than 7 days. The refund payable will be reduced by a possible €5 refund fee. Avarda / TF Bank AB will return the money to you.



If you have any questions regarding your refund or your invoice, please contact Avarda's Customer Service via this link

.

Please note that in the following cases we may deduct part of your refund

  1. You have chosen a paid delivery option, e.g. home delivery, other than the standard free delivery option. In this case, your refund will be deducted from the price of the paid delivery option.
  2. The price of the products you keep on order is less than €40. In that case, you will be charged our €5 return fee.
  3. You have used the returned product, washed the product, removed the product's hygiene cover or the returned product is otherwise damaged
  4. The original packaging of the product is missing or damaged
  5. The return has been sent contrary to our instructions

9. GENERAL INFORMATION

  1. An uncollected shipment is not the same as a product return. We charge a return fee of €15 for all uncollected shipments. This charge is the actual cost of returning, shipping, handling and packaging.
  2. If your order has not yet been dispatched and processed, you may cancel your order without a refund fee if you wish. Please contact our customer service to cancel your order.
  3. If the customer does not exchange the products upon return, they will receive a €5 gift voucher (equivalent to the return fee charged) to use in our online shop. The customer will be notified of their gift card by email - they have 28 days to use the gift card in our online shop.
  4. You will receive an invoice with the updated amount in your email as soon as the return is processed. You can also always check your current balance on My Pages.
  5. If the customer has chosen a paid delivery service/delivery method when ordering (e.g. home delivery or postal parcel for a small order), the payment will not be refunded to the customer for the delivery charge in the event of a possible return.
  6. If a customer has used HerSecret.se points as a discount on an order and returns the entire order, the value of the points/point gift card will not be refunded to the customer.
  7. All items returned from your order must be returned in the same return shipment - any additional returns will be charged €5 per additional return.
  8. If you are returning some of the products and keeping some for yourself, we would ask you to send any unused and intact product packaging bags with your return. This will allow us to reuse the bags for product packaging and together we will reduce waste. :) However, if you are not returning any products from your order, DO NOT return just the product bags separately.

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