Returns & Refunds Policy
Customized Products
Thank you for shopping with Secundae. We take pride in offering high-quality, customized products tailored to your specific preferences. Please carefully review our returns and refunds policy below.
Non-Returnable & Non-Refundable Items
Please note that due to the personalized nature of our customized products, we are unable to accept returns or offer refunds for these items, except in the following circumstances:
• Defective or Damaged Items: If your customized product arrives damaged or defective, we will gladly offer a replacement or refund. Please contact us within 14 days of receiving your order, providing evidence of the defect or damage, including photographs where applicable. PLEASE NOTE YOU MUST TELL US WITHIN 7 DAYS OF RECEIVING THE PRODUCT
• Incorrect Customisation: If we have made an error in the customisation of your product (e.g., incorrect colour, size, or material), we will rectify the issue at no additional cost to you. Please notify us within 14 days of receipt.
Your Rights Under UK Law
As a consumer in the UK, you have certain rights under the Consumer Rights Act 2015. These rights include receiving goods that are as described, of satisfactory quality, and fit for purpose. This policy does not affect your statutory rights.
However, please be aware that under UK law, customised goods made to your specification are exempt from the right to cancel (as per the Consumer Contracts Regulations 2013), meaning that you cannot return these items simply because you change your mind.
How to Request a Refund or Replacement
If you believe your product is eligible for a refund or replacement due to one of the reasons outlined above, please follow these steps:
1. Contact Us: Message our customer service team at @secundae.offical on instagram within 7 days of receiving your product. Please include your order number, a description of the issue, and any relevant photographs.
2. Assessment: Our team will review your request and may ask for further information or evidence if needed. We aim to resolve all issues as quickly as possible.
3. Resolution: If your request is approved, we will arrange for a replacement or refund as appropriate. Refunds will be processed using the original payment method and may take up to 14 days to appear in your account.
Contact Us
If you have any questions about our returns and refunds policy, please do not hesitate to contact our customer service team on instagram @secundae.offical. We are here to assist you and ensure your satisfaction with our products.
This policy covers the essentials and is designed to comply with UK law regarding customized products. Be sure if you have any questions to ask us first and we’re more than happy to help