Returns and Customer Satisfaction

Returns

At My Secret Luxury, we stand behind the quality of our luxury sex toys and accessories.


FAQ

What if my product is damaged or defective?

WITHIN 90 DAYS OF ORIGINAL PURCHASE

My Secret Luxury accepts returns of damaged or defective merchandise within 90 days of original purchase for US orders only. Please email info@mysecretluxury.com.

Once we receive your return request, we will issue you a Return Authorization code and a prepaid shipping label to return the defective item.

Upon return of the damaged or defective item, we will happily send a replacement or offer you a store credit less any shipping and insurance fees. Please note: store credits and replacements can take up to 2-3 weeks to be processed.

AFTER 90 DAYS OF ORIGINAL PURCHASE

After 90 days and up to one year after purchase, we will replace defective products or offer you a store credit. However, shipping the defective back to My Secret Luxury is the responsibility of the customer.

International Order Policy: My Secret Luxury cannot be held liable for any warranty or damage claims for shipments outside of the US due to the various customs departments and mail carriers that come in contact with the items and the package. All shipping costs for returns or replacements on international orders are the responsibility of the customer. My Secret Luxury does not reimburse any customs or import duties, brokerage fees, or taxes paid on shipments.

What if I ordered the wrong item by accident and it has NOT been opened? 

My Secret Luxury has a 15 Days Return Policy for Sealed/Unopened items from the date of the order for a store credit of the product price (excluding shipping and insurance charges). All products must be returned sealed and unopened in their original packaging and be authorized by My Secret Luxury before being returned.

Ship My Secret Luxury Returns To:

My Secret Luxury Returns Department
101 Merritt 7
Suite 300
Norwalk, CT 06851

If we believe that the package has been opened, we will send the product back to you. You will be charged for $7.95 re-shipping.

Please include the original packing slip OR your name, mailing address, email address, and order number so we can quickly process your refund back to your original form of payment.

Processing time may take up to three weeks.

What products can NOT be returned?

Any products from international orders

Opened toys

Opened or used intimate apparel such as dildo panties

Condoms

Lotions

Lubricants

We appreciate your understanding that My Secret Luxury is in the business of pleasure and pleasure cannot be measured. Therefore, we do not accept returns or exchanges of any items that have been opened or used.

Thank you! Customer Service will be in touch with you shortly.
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