Refund policy

Returns and Refunds Policy

Overview

At The Secret Corner, we want you to be happy and confident with your order.

This Returns and Refunds Policy explains how returns, refunds and cancellations are handled for orders placed through www.thesecretcorner.uk.

The Secret Corner is a trading name of GCB Enterprise LTD.

Nothing in this Returns and Refunds Policy affects your statutory rights as a UK consumer.

Business information

The Secret Corner is a trading name of GCB Enterprise LTD.

Website: www.thesecretcorner.uk
Email: hello@thesecretcorner.uk

Legal business name: GCB Enterprise LTD
Company registration number: 17140092
VAT number: GB518264781
Registered office address: [Insert registered office address]

Your UK consumer rights

If you are a UK consumer, you have rights under UK consumer law.

This includes rights where goods are faulty, damaged, not as described, not fit for purpose, or do not match the information provided before purchase.

For online purchases, you may also have the right to cancel your order within 14 days of receiving your goods, subject to any lawful exceptions.

Nothing in this policy is intended to limit or remove your statutory rights.

Change of mind returns

If you have changed your mind about an item purchased online, you must contact us within 14 days of receiving your order.

Once you have told us that you wish to cancel or return your order, you usually have a further 14 days to return the goods to us.

To request a return, please contact us at:

hello@thesecretcorner.uk

Please include:

Your full name
Your order number
The item you wish to return
The reason for the return
Photos if the item arrived damaged, faulty or incorrect

Condition of returned items

For change of mind returns, items should be returned in their original condition where possible.

Returned items should be:

Unused
Clean
Safe to handle
Returned with original packaging where possible
Returned with any tags, labels, accessories, instructions and inserts included
In a condition suitable for resale, where reasonably possible

You are allowed to inspect goods in the same way you would normally be able to inspect them in a shop.

However, we may reduce your refund if the item has been handled more than necessary, used, damaged, marked, stained, affected by odours, returned incomplete, or returned in a condition that reduces its value.

Items that cannot be returned for change of mind

Some items cannot be returned for change of mind unless they are faulty, damaged, incorrect, not as described, or your statutory rights apply.

This may include:

Personalised or custom made items
Gift cards
Sealed items that are not suitable for return for health, hygiene or safety reasons once unsealed
Items that have been used, damaged or altered after delivery
Items returned outside the cancellation or return period, unless your statutory rights apply

If an item is sealed for health, hygiene, safety or product integrity reasons, it may not be eligible for return once the seal has been broken, unless the item is faulty.

Candles, incense, fragrance and similar products

For safety, hygiene and product integrity reasons, candles, incense, wax melts, oils, fragrance products, burners and similar items should be returned unused and in their original condition.

If these items have been burned, lit, melted, used, contaminated, damaged, altered, or returned in a condition that makes them unsuitable for resale, we may refuse the return or reduce the refund amount, unless the item is faulty or your statutory rights apply.

Crystals, gifts and decorative items

Crystals, stones, jewellery, charms, decorative items and gift products should be returned safely packaged and in their original condition where possible.

If an item is returned damaged, incomplete, used, altered, or in a condition that reduces its value, we may reduce the refund amount, unless the item is faulty or your statutory rights apply.

Damaged, faulty or incorrect items

Please check your order when it arrives.

If your item is damaged, faulty, incorrect, not as described, or not fit for purpose, please contact us as soon as possible at:

hello@thesecretcorner.uk

Please include:

Your order number
A description of the issue
Clear photos of the item
Clear photos of the packaging
Any other details that may help us resolve the issue

Where an item is confirmed to be faulty, damaged on arrival, incorrect, not as described, or not fit for purpose, we will offer an appropriate resolution.

This may include a replacement, repair, refund, or another suitable remedy depending on the circumstances and your statutory rights.

Return postage

For change of mind returns, the customer is usually responsible for return postage costs.

If the item is faulty, damaged on arrival, incorrect, not as described, or not fit for purpose, we will handle the matter in line with your statutory rights.

Returned items remain your responsibility until they reach us.

We recommend using a tracked delivery service and keeping proof of postage, as we cannot be responsible for returns that are lost or damaged in transit.

Refunds

Once your returned item has been received and inspected, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method where possible.

Refunds are usually processed within 14 days of us receiving the returned goods, or within 14 days of you providing evidence that the goods have been sent back, where applicable.

Please allow additional time for your bank or payment provider to process the refund.

Delivery charge refunds

Where you cancel an eligible online order under your consumer cancellation rights, we will refund the standard delivery charge where required by law.

If you selected a more expensive delivery option, we may only refund the cost of the standard delivery option.

Additional delivery charges may not be refunded where the return is not required by law, unless we choose to do so.

Refused or reduced refunds

We reserve the right to refuse a return or reduce the refund amount where permitted by law.

This may apply where an item has been:

Used beyond what is necessary to inspect it
Damaged after delivery
Returned incomplete
Returned with missing accessories, labels, packaging or inserts
Returned with marks, stains, odours or signs of use
Opened or unsealed where the item is not suitable for return for health, hygiene, safety or product integrity reasons
Returned outside the relevant return period, unless your statutory rights apply

We will always consider your statutory rights before refusing a return or reducing a refund.

How to start a return

To start a return, please contact us at:

hello@thesecretcorner.uk

Please include:

Your full name
Your order number
The item you wish to return
The reason for the return
Photos if the item is damaged, faulty, incorrect or not as described

Once we have reviewed your request, we will confirm the next steps.

Please do not send items back until we have confirmed the return instructions.