International Orders Returns
International Orders Returns
At Secretgreen, we currently accept international returns exclusively from New Zealand. Orders placed from countries other than Australia or New Zealand are not eligible for returns unless specifically required by law.
Returns from New Zealand
If you are located in New Zealand and need to return a product — whether it's supplements, garden tools, toys, or other items — please follow the process outlined below:
- Most unopened and unused products can be returned within 30 days of delivery.
- Free return shipping is available for eligible products.
- Contact our team at [email protected] to initiate your return request.
Return Shipping Options
Once your return is approved, Secretgreen will provide a prepaid NZ Post or DHL Express return label. You may select:
- Carrier Drop-off: Drop your parcel at your nearest NZ Post or DHL location using the provided label.
- Scheduled Pickup: Upon request, we can arrange a DHL pickup from your preferred address at a convenient time.
Important: Please include all return authorization documents inside the return package.
If You Choose to Self-Ship
If your product needs to be self-shipped (e.g., hazardous goods, restricted items):
- Use NZ Post International Express Service or DHL Express at your expense.
- Include any return instructions and documentation we provide inside the parcel.
- Keep copies of shipping receipts and tracking information for reimbursement processing if applicable.
If returning due to a fault, Secretgreen will reimburse up to AU$16 in return shipping costs after we receive and verify the item. If your return shipping cost exceeds AU$16, please contact us with supporting documentation for additional reimbursement evaluation.
Refund Timeline
- Returns from New Zealand typically reach us within 5–7 days after shipment.
- Refunds are processed within 1–5 business days of receiving the returned item.
Customs and Export Documentation
When shipping your return:
- Do not list Secretgreen as the exporter on customs or shipping forms.
- All export declarations must identify you (the sender) as the exporter.
For high-value faulty items, you may be eligible for a refund of import duties and taxes. Please submit the necessary customs paperwork to our support team for assistance.
Important Notes
- Secretgreen is not liable for lost or misrouted parcels shipped via unsupported carriers.
- Free returns and refunds are subject to product inspection and eligibility criteria.
- Currently, we do not support returns from countries other than New Zealand.
Need Assistance?
If you have questions regarding an international return from New Zealand, please contact our support team at [email protected].