At Secret Flight, we are committed to providing our customers with quality pole wear products and excellent service. To ensure a transparent and fair process, we have established the following return and exchange policy:
I. NO EXCHANGE, RETURN FOR
- Personal reasons such as personal feelings, dissatisfaction, or a change of purchasing decision.
- All items purchased on sale, promotion, not directly with Secret Flight
- No video record of unboxing video
II. THE ITEM I RECEIVED IS WRONG
In the event of receiving incorrect goods (wrong model, wrong size, missing parts, or missing products), we offer three resolution options:
- Option 1: We will refund 100% of the value of the wrong item.
- Option 2: We will send the correct items to compensate for the wrong ones at no additional cost (100% free).
- Option 3: We will send you Gift card (same amount as originally purchased)
We will support and cover shipping for the first time an item is exchanged (1 exchange/per order)
We simply ask that the following requirements are met:
- We gladly to support within 7 days of the order being delivered to the customer.
- Items must be in their original packaging with the right barcode, with all the labels intact.
- Items are clean (no hair, pet hair, or deodorant marks, etc.).
- Items must not have been worn, washed or altered in any way.
- Items returned to us in a manner that is exactly as were delivered (folded, unwrinkled, etc).
We reserve the right to refuse returns or partially refund returns that do not meet these requirements.
Until the order has arrived, it is at your risk and we cannot and will not refund pieces that are not in our possession.
Refunds will be given for the price of the item, excluding the cost of delivery.
III. THE ITEM I RECEIVED IS DAMAGED!
For damaged clothes, the resolution will be determined based on the level of damage. Please reach out to us for assistance by contacting us on our fan page or sending an email to secretflight.customers@gmail.com.
Important Notes:
- Refunds do not include taxes or shipping fees in the customer's country.
- For refunds without receiving the package, please visit your country's Customs Clearance Department to sign and approve the refund before Spincess can process it for you.
- We only accept and resolve issues within 7 days from the date you receive the order.
HOW SOON WILL I GET MY REFUND?
Once your issue is received and inspected, you will be notified via an email/or chat. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 10-15 working days after approval.
HOW DO I RETURN?
Please read the following steps and then press the link:
- Make sure you read the terms of conditions that are stated below.
- Please make sure to add a note with your name and order number in the return, so we can process the return faster.
- If you want to speed up this process; add in the "comment" section in the return portal whether you would like to receive a refund, store credit, or to receive a different item/size.
CLICK THE LINK TO FILL OUT THE REFUND/RETURN REQUEST FORM
MY QUESTION IS NOT ADDRESSED
If you have any queries regarding return or refund, reach out to us at secretflightcustomers@gmail.com
