How Refunds Are Issued
How Refunds Are Issued
At Secretgreen, we aim to make the refund process simple, clear, and timely. Most refunds are issued back to the original payment method used at checkout, whether you purchased supplements, garden tools, toys, or other products from our collection.
Tracking the Status of Your Refund
You can monitor the progress of your refund by:
- Reviewing your order history in the "Your Orders" section of your Secretgreen account.
- Checking your payment method or bank account statement for refund transactions.
- If you paid using a Secretgreen Gift Card or store credit, reviewing your updated Gift Card balance.
Need Assistance?
If you’re unable to locate your refund after the estimated processing time:
- First, verify with your financial institution that enough time has passed for processing.
- Contact your bank for help tracing the transaction.
- If needed, email our support team at [email protected] with your order ID, and we will assist you further.
Refund Timelines
Once your return is received and processed by Secretgreen, we will send you a Refund Confirmation Email. If you haven't received this email yet, it may mean your returned item is still under processing.
After the confirmation email, typical refund times are as follows:
| Original Payment Method | Refund Method | Estimated Refund Time (After Refund Confirmation) |
|---|---|---|
| Credit Card | Back to Credit Card | 2–10 business days |
| Debit Card | Back to Debit Card | 2–10 business days |
| Credit or Debit Card (upon request) | Secretgreen Gift Card Balance | Within 12 hours |
| Secretgreen Gift Card | Gift Card Balance | 1–2 business days |
| Multiple Payment Methods | Gift Card credited first, remainder to secondary method | Refer to above times |
| Promotional Credits | No refund issued | N/A |
Currency and International Refunds
If your order was placed from New Zealand:
- Your refund will be issued in AUD, based on the exchange rate at the time of refund processing.
- International returns can take up to 30 days to arrive at our facility.
- Once received, refunds are generally processed within 1–5 business days.
If Your Refund Hasn’t Arrived
- Ensure that the appropriate refund time based on your payment method has passed.
- Double-check your bank or credit card statements for a credit from "Secretgreen" or for your order ID.
- If you used a Secretgreen Gift Card, check your updated gift card balance.
- If still unresolved, email us at [email protected] for further assistance.
Important Notes
- Refunds are always returned to the original payment method unless you request otherwise.
- Upon request, refunds may be transferred to your Secretgreen Gift Card balance (except if the original payment was made with promotional credits).
- If your bank cannot locate the refund, we may be able to provide a reference or ARN number to assist with tracking.