Refund policy

At Soft Secrets, customer satisfaction is our priority. Every order is carefully inspected before dispatch to ensure you receive a high-quality product.

Returns

Due to hygiene and safety reasons, lingerie, bras, panties, nightwear, bridal nighty sets, and other intimate apparel are not eligible for return or exchange once delivered.

However, we will assist you if:

  • You receive the wrong product.

  • You receive a damaged or defective item.

  • Your product has a genuine manufacturing fault.

Reporting a Fault

If you believe your product has a fault, you must contact us within 48 hours of receiving your order.

To process your request, please send:

  • Your Order Number

  • A clear unboxing video (from opening the parcel to showing the product)

  • A clear video showing the fault or damage

  • Clear photos of the product (if requested)

Failure to provide the required video evidence may result in your claim being declined.

Return Process

Once our support team reviews and approves your claim, you will be guided through the return process.

The product must be returned in its original condition with all tags, accessories, and packaging intact.

Refund Policy

Refunds are not issued immediately after a claim is submitted.

A refund will only be processed after:

  • We receive the returned product.

  • Our quality inspection confirms the reported issue.

  • The returned product matches the details provided in your claim.

If the inspection confirms the fault, your refund will be processed within 5–10 business days.

For Cash on Delivery (COD) orders, approved refunds will be transferred to your provided bank account or mobile wallet.

Exchanges

Eligible exchanges are only available if:

  • You received the wrong product.

  • The product has a verified manufacturing fault or was damaged before delivery.

Exchange requests are subject to stock availability.

Non-Returnable Items

For hygiene reasons, we do not accept returns or exchanges for products that have been:

  • Worn

  • Washed

  • Used

  • Damaged due to improper handling by the customer

Order Cancellation

Orders can only be cancelled before they are dispatched. Once an order has been shipped, it cannot be cancelled.

Contact Us

If you have any questions regarding your order or this policy, please contact us:

Website: shopsoftsecret.com

Email: shopsoftsecret@gmail.com

Phone / WhatsApp: 0302-2433242

Instagram: @shopsoftsecret

Thank you for choosing Soft Secrets. We appreciate your trust and are committed to providing a premium shopping experience.