Return and Refund

Return & Refund Policy – Secret Saheli

At Secret Saheli, we prioritize customer satisfaction, hygiene, and safety. Due to the intimate nature of our products, this policy ensures fairness while maintaining strict hygiene standards.

1. No Returns on Used / Opened Products

For hygiene and safety reasons, we do not accept returns or exchanges on:

Opened or used products
Products with broken seals or damaged packaging
Items that have come in contact with skin after opening

This policy is in line with health and hygiene regulations applicable to personal care products in India.

2. Eligible Cases for Return/Replacement

We only offer replacement (not return/refund) in the following cases:

Wrong product delivered
Product received in damaged condition
Missing items in the package

3. Mandatory Proof Requirement

To prevent misuse and ensure fair resolution:

You must record an unboxing video clearly showing:
- The sealed package
- Opening process
- Product condition inside

❗ Claims without a proper unboxing video may not be accepted.

4. Reporting Timeline

All issues must be reported within 48 hours of delivery
Requests after this period will not be considered

5. Replacement Process

Once your request is verified, we will arrange a free replacement shipment
In some cases, reverse pickup may be scheduled (if required)
Replacement will be processed within 3–5 business days

6. Refund Policy

Refunds are only applicable if:

Replacement product is out of stock, or
The issue cannot be resolved with a replacement

Refund Details:

Prepaid Orders: Refunded to original payment method
COD Orders: Refund via bank transfer or UPI only

Refunds are processed within 5–7 business days after approval.

7. Non-Returnable Scenarios

We do not accept returns or refunds in cases of:

Change of mind after delivery
Personal dissatisfaction (e.g., product preference, expectations)
Incorrect usage of product
Minor packaging damage not affecting product functionality

8. COD Order Policy (Anti-Fraud Protection)

To maintain fair usage and reduce fraud:

Repeated COD order refusals may lead to:
- COD being disabled for your account
- Future orders accepted only on prepaid basis
Suspicious activity may result in order cancellation without notice

9. Order Cancellation

Orders can only be cancelled before dispatch
Once shipped, cancellation is not allowed

10. Legal & Compliance Note

All products are sold as personal wellness and body massaging devices
This policy complies with applicable Indian consumer protection norms, including general principles under the Consumer Protection Act, 2019
Due to hygiene sensitivity, limited return conditions are legally permitted for such product categories

11. Contact Support

For any concerns, reach out to us:

Email: support@secretsaheli.com
Support Hours: 10 AM – 6 PM (Monday to Saturday)

Final Note

We’ve designed this policy to protect genuine customers while preventing misuse. Your trust, privacy, and safety remain our highest priorities.