Return Items You Ordered
Return Items You Ordered
Returning an item at Secretgreen is simple, secure, and designed to ensure a smooth experience. Please follow the detailed steps below to initiate and complete your return request efficiently.
How to Request a Return
To start a return, email us at [email protected] using the same registered email address associated with your order.
Important: Return requests from unregistered or different email addresses may be delayed until verification is completed.
Once We Receive Your Return Request:
- Our team will verify your order and the reason for return.
- Upon approval, you will receive a prepaid return shipping label via email.
- Print the label, securely attach it to the package, and follow the instructions provided for pickup or drop-off.
Courier Pickup and Drop-off Options
- Eligible Pickup Areas: Our courier partner will arrange collection directly from your address.
- Non-Pickup Areas: If pickup isn't available, you’ll need to self-ship the item via Australia Post or another trusted courier.
If you self-ship, Secretgreen will reimburse up to AUD $17 toward your return shipping cost upon receipt of a valid shipping receipt.
Preparing Your Return
Packaging Instructions:
- Use original packaging where possible. Otherwise, use sturdy protective packaging.
- Include manuals, accessories, and any free gifts that came with the item.
- Paste the provided return label securely on the outside of the package.
Important Return Notes:
- Each return label is linked to a specific return request. Do not combine multiple orders in one package.
- Faulty or damaged items must be properly packed to prevent further damage.
- Personal data must be erased from electronic devices before return.
Special Return Cases
Large Items:
- Heavy or bulky items will follow specific pickup/drop-off processes depending on your location.
- Scheduled pickups may be arranged for metro areas like Sydney, Melbourne, and Brisbane.
Faulty Items:
- Clearly describe the fault in your return request email.
- Verified faulty items will not incur any return shipping fees.
Gift Orders:
- Gifts must be returned using the original purchaser's email or with a valid gift receipt.
Electronic Devices:
- Ensure all personal information is erased and you are logged out of any linked services before returning.
Hazardous Materials:
- We cannot accept returns of hazardous materials such as flammable liquids, gases, or restricted batteries.
- For safe disposal, contact your local recycling center or visit the EPA Australia website.
Refunds
- Refunds are typically processed within 1–5 business days after the returned item is received and inspected.
- Refunds will be issued to your original payment method.
- Self-shipped returns are eligible for up to AUD $17 reimbursement with proof of shipping cost.
Note: Missing paperwork or unauthorized return methods may delay your refund processing.
Need Help?
If you have any questions regarding returns, faulty items, or refund procedures, our team is ready to assist:
Email: [email protected]
Our support hours are Monday to Friday, 10 AM to 6 PM AEST.