Returning Faulty Items
Returning Faulty Items
At Secretgreen, we offer a wide range of products — including supplements, garden tools, toys, and more. We are committed to ensuring that every item you purchase meets the highest quality standards. If you encounter a faulty product, we are here to assist you in accordance with our policies and your rights under Australian Consumer Law (ACL).
Understanding Your Rights
Your rights under the Australian Consumer Law are not limited by our store policies. If a product you purchased from Secretgreen is faulty, you may be eligible for a refund, repair, or replacement depending on the nature of the issue and the type of item.
How to Handle Faulty Items
If you discover a fault with a product:
- Within 30 days of delivery: Contact us at [email protected]. We will provide return instructions and a pre-paid return label if applicable. A refund, repair, or replacement will be arranged once we receive the item.
- After 30 days of delivery: You may still be entitled to a remedy under ACL. Please reach out to us, and we will review your situation to determine eligibility for a repair, replacement, or refund.
Items do not need to be returned in their original packaging but must be packaged securely to avoid damage during transit.
Important Considerations
The remedy offered may vary depending on the:
- Age and price of the item
- Type of fault
- Item's condition and disclosure at the time of sale
The ACL applies to new, refurbished, and used items sold at Secretgreen.
When Returns May Not Be Accepted
We are not obligated to accept returns or issue refunds if the item has been:
- Damaged through misuse, mishandling, or negligence
- Altered by unauthorized repairs or modifications
- Physically damaged after delivery
Returned items must allow for inspection to determine the nature of the fault.
Electronics and Devices
For electronic products like health monitors or smart garden devices:
- We offer a full refund or replacement if the item arrives damaged or does not function upon delivery.
- The fault must be reported within 30 days of receiving the item to qualify for immediate remedies.
- If no fault is found after inspection, a restocking or testing fee (up to 15% of item value) may apply.
Data Protection for Returned Electronics
If you return any device capable of storing personal information (such as fitness trackers, smart toys, or measurement devices), please:
- Delete all stored data
- Unlink accounts or apps associated with the device
This ensures your personal information remains protected.
Shipping Costs for Faulty Returns
Even if your faulty return falls outside the initial free return window, please contact our team. Based on the fault and ACL guidelines, we may still provide you with a pre-paid return label.
For full details, we encourage you to review our Refund Policy and Privacy Policy.