Refund policy
At Secrave, each item is carefully made and inspected before it is packed and dispatched. As all our products are handmade, we kindly ask customers to review all product descriptions, measurements, sizing information and order details carefully before completing a purchase.
We want you to receive your order in perfect condition. If there is an issue with your order, please review the following Return & Refund Policy and contact us within the applicable time period.
Return Eligibility
We do not generally accept returns or exchanges for change of mind, personal preference or ordering errors, unless otherwise required by applicable consumer law.
A return or exchange may be considered if you have received:
- An incorrect item
- An item that arrived damaged
- An item that does not materially correspond with the product ordered
- An item that requires an approved size adjustment or resizing
Because our products are handmade, any issue with your order must be reported to us within 24 hours.
Requests submitted after this period may not be accepted unless otherwise required by applicable law.
All returns are subject to prior approval by Secrave.
Return Authorisation
All returns must be authorised by Secrave before being sent back.
If your return request is approved, we will provide you with return instructions.
Products returned without prior authorisation, sent to an incorrect address or returned in a way that does not follow our instructions may be refused and returned to the sender.
We are not responsible for products sent to us without prior approval.
Condition of Returned Products
To qualify for a return, exchange, repair, resizing service or refund, the product must be returned in substantially the same condition in which it was received.
Refunds
If your return is approved and we confirm that the product qualifies for a refund, the refund will normally be issued to the original payment method used to place the order within 10 business days.