Returns & Refunds Policy
At Secret Kiss, we believe shopping for lingerie and intimate wellness products should feel exciting, empowering and effortless.
We want you to shop with confidence. That's why we offer returns on eligible lingerie, subject to the conditions outlined below.
Due to hygiene and safety considerations, certain intimate products are excluded from change-of-mind returns. All purchases remain subject to applicable consumer protection laws, including Australian Consumer Law.
1. Lingerie Returns – Eligibility & Conditions
We are happy to accept eligible lingerie returns, provided that the following conditions are met:
- Items must be in their original condition, with all original tags attached.
- Items must be unworn, unwashed and free from signs of wear, including makeup, tanning products, deodorant, perfume, stains or other personal marks.
- Hygiene liners or protective seals, where supplied, must remain intact and undisturbed.
- Lingerie must only have been tried on over personal underwear.
- Eligible full-price lingerie must be returned within 45 days of purchase.
- Proof of purchase, such as an order confirmation or order number, is required.
- Complete lingerie sets must be returned with all original pieces and included accessories.
These conditions apply only to voluntary change-of-mind returns and do not restrict your rights under applicable consumer protection laws.
2. Full-Price Lingerie – 45-Day Returns
Eligible lingerie purchased at full price may be returned within 45 days of purchase for a refund, provided all return conditions outlined in Section 1 are met.
Eligible products include:
- Two-piece lingerie sets.
- Three-piece lingerie sets.
- Bodysuits.
- Other eligible lingerie garments.
Approved refunds will be issued to the original payment method.
3. Sale, Promotional & Final Sale Items
Items purchased as part of a SALE, clearance event or special promotional campaign are considered Final Sale and are not eligible for change-of-mind returns, refunds or exchanges.
This includes seasonal sales, limited-time promotional offers and products specifically marked as Final Sale.
Consumer Rights: Final Sale restrictions do not affect your rights under Australian Consumer Law or other applicable consumer protection laws. Customers may still be entitled to a repair, replacement or refund for faulty or non-compliant products.
4. Products Excluded from Change-of-Mind Returns
For hygiene and safety reasons, the following products are not eligible for voluntary returns, refunds or exchanges due to change of mind, incorrect selection or personal preference:
- Sex toys and intimate wellness devices, including vibrators, massagers and similar products.
- Intimate accessories intended for direct personal use.
- Individual panties, thongs and underwear sold separately.
- Personal lubricants and intimate consumable products.
- Products specifically marked as Final Sale.
These exclusions apply regardless of whether the product is unopened, sealed or has been opened.
Faulty Products: These restrictions do not exclude your rights under Australian Consumer Law or other applicable consumer protection laws.
If a product is faulty, damaged or does not meet applicable consumer guarantees, you may be entitled to a repair, replacement or refund.
Opening the packaging or using a product to discover a genuine defect does not automatically remove your legal rights.
5. Promotional Discounts & Spend & Save Offers
Where an eligible product has been purchased using a discount, any approved refund will be calculated based on the amount actually paid, rather than the original retail price.
The discounted purchase price will be shown on your order confirmation.
Spend & Save Promotions
Some Secret Kiss promotions require customers to spend a minimum amount to receive a discount or promotional benefit.
If returning an eligible item causes the remaining order value to fall below the minimum spend requirement, the promotional discount may no longer apply.
In these circumstances, the value of the discount that the remaining order no longer qualifies for may be deducted from the voluntary refund.
Any adjustment will be calculated according to the terms of the promotion and will not exceed the value of the applicable promotional benefit.
These conditions apply only to voluntary returns and do not limit statutory remedies.
6. Bundles, Sets & Promotional Gifts
Secret Kiss occasionally offers bundle promotions, multi-buy discounts and complimentary gifts with qualifying purchases.
Returning a Complete Lingerie Set
If you purchased lingerie as a complete set, all pieces must be returned together to qualify for a voluntary refund.
We do not accept partial change-of-mind returns of individual components from a lingerie set sold as one product.
Returning a Promotional Bundle
If you wish to return an eligible promotional bundle in full, all included products and accessories must be returned, subject to the eligibility requirements for each product.
If you return only certain eligible items from a multi-buy promotion, the promotional discount may be recalculated based on the items you keep.
Any refund will reflect the adjusted promotional pricing and the amount actually paid.
Products excluded from voluntary returns remain excluded even when purchased as part of a bundle.
Free Gifts with Purchase
If a promotional gift was provided because your order met a minimum purchase requirement, the gift must also be returned if your voluntary return causes the order to no longer qualify for that promotion.
If the gift is not returned, its stated promotional value, disclosed in the offer terms, may be deducted from the voluntary refund where permitted by law.
These promotional adjustments do not limit your rights under applicable consumer protection laws.
7. Faulty, Damaged or Incorrect Products
If you receive an item that is faulty, damaged, incorrectly supplied or does not meet applicable consumer guarantees, please contact Secret Kiss Customer Support.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement or refund.
We understand that some defects can only be discovered after opening, testing or using a product.
We may request photographs, videos or additional information to help assess the issue where reasonable and appropriate.
If a product appears unsafe or defective, please stop using it immediately.
8. Return Timeframes
- Eligible full-price lingerie: 45 days from the purchase date for a change-of-mind refund.
- SALE, clearance and special promotional items: No voluntary change-of-mind returns.
- Final Sale and hygiene-restricted products: No voluntary change-of-mind returns.
We encourage customers to contact us as soon as reasonably possible after discovering a faulty or damaged product.
Consumer guarantee claims are not restricted to the voluntary return periods listed above.
Any applicable statutory rights will be assessed in accordance with Australian Consumer Law and other relevant consumer protection laws.
9. How to Request a Return
To request a return, refund or replacement, please contact Secret Kiss Customer Support:
Email: secretkiss@secretkiss.com.au
Please provide:
- Your order number or proof of purchase.
- The product name.
- The reason for your return request.
- Photographs of the product and its condition, where reasonably requested.
For voluntary lingerie returns, our team may request photographs showing the original tags and product condition before providing return instructions.
Please contact us before sending any products back.
Our team will review your request and provide the appropriate return address and instructions.
Do not send products to an address without receiving return instructions from Secret Kiss.
10. Return Shipping Costs
Change-of-Mind Returns
Customers are responsible for return shipping costs when returning eligible lingerie due to change of mind, incorrect sizing or personal preference.
We recommend using a tracked shipping service, as customers are responsible for ensuring the returned parcel reaches the designated return address.
Original delivery charges are generally non-refundable for voluntary returns, except where required by applicable law.
Faulty, Damaged or Incorrect Products
Where a product fails to meet applicable consumer guarantees, reasonable return shipping or transportation costs will be handled in accordance with the customer's legal entitlements.
Where required by Australian Consumer Law, Secret Kiss will reimburse reasonable return shipping costs or arrange an appropriate return method.
For products that are unsafe, bulky or otherwise difficult to return, we will work with the customer to arrange a suitable solution consistent with applicable law.
11. Refunds & Processing Times
Once an eligible return has been received and inspected, we will notify you of the outcome.
Approved change-of-mind refunds for eligible full-price lingerie, will be processed to the original payment method.
Refunds will reflect the amount actually paid, after any applicable discounts and promotional adjustments.
We aim to process approved refunds within 5–10 business days after receiving and inspecting the returned items.
Additional time may be required for your bank or payment provider to make the funds available.
Refunds, repairs or replacements for faulty or non-compliant products will be provided in accordance with applicable consumer protection laws.
Nothing in this policy limits any remedy or compensation available under those laws.
12. Exchanges & Incorrect Sizing
Secret Kiss does not offer direct exchanges for change of mind, incorrect sizing, colour or style preferences.
If you would like a different size or style, you may return eligible lingerie under our 45-day return policy and place a new order.
All standard return eligibility requirements and shipping conditions apply.
SALE, clearance, special promotional and Final Sale items are not eligible for voluntary returns or exchanges.
This does not affect your rights to a replacement or another remedy where required under applicable consumer protection laws.
13. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Cancellation requests may be accommodated before an order enters processing or dispatch, at our discretion.
Once an order has been processed or dispatched, we may be unable to cancel it.
This does not affect any cancellation, refund or other rights available under applicable law.
14. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply in addition to any other rights or remedies available under applicable law.
For further information about Australian consumer guarantees, visit the Australian Competition and Consumer Commission (ACCC).
15. International Orders
For orders delivered outside Australia, additional consumer protection rights may apply depending on the customer's location.
Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under consumer protection laws applicable to an order.
International claims will be assessed in accordance with applicable legal requirements.
16. Contact Us
If you have questions about our Returns & Refunds Policy or need assistance with an order, please contact:
Secret Kiss Customer Support
Email: secretkiss@secretkiss.com.au
We are committed to handling customer concerns fairly, discreetly and in accordance with applicable consumer protection laws.
17. Policy Updates
Secret Kiss may update this Returns & Refunds Policy from time to time to reflect operational, legal or regulatory changes.
The latest version will be published on this page.
Any updates will not affect consumer rights that cannot legally be excluded or restricted.