Return policy

Return Policy – SecretCoco

At SecretCoco, we are committed to providing you with an excellent shopping experience. If you are not satisfied with your purchase, you can return it under certain conditions. Please read our return policy carefully.

Applicable Law

This return policy is governed by Dutch law (Article 6:230o of the Dutch Civil Code). By purchasing from SecretCoco, you agree that all transactions and disputes are subject to the laws of the Netherlands. This includes returns and refunds, regardless of the country of delivery.

However, we strive to accommodate our international customers’ needs and provide a seamless experience for returns and exchanges. Please see the details below.

Return Conditions

Under Dutch law, you have the right to withdraw from the purchase agreement within 30 days of receiving your order. However, certain items are excluded due to hygiene and health regulations.

Items eligible for return:

Products in their original, unused condition.
All tags, accessories, and original packaging must be intact.

Items NOT eligible for return:

Lingerie sets can only be returned if the sealed packaging (shipping packaging) remains unopened, in compliance with Article 6:230p(f)(3) of the Dutch Civil Code.

Note: If lingerie sets are returned to us and the seal has been broken, no refund or store credit will be issued. This policy ensures the safety and hygiene of all our customers. Products with broken seals cannot be returned.

How to Return Your Order

1. Contact Us

Email us at support@essentiadeal.com within 30 days of receiving your order. You will receive the necessary return instructions and the address of our return center in the Netherlands.

2. Prepare Your Return

Follow the return instructions provided in our email.
Ensure the items are unused, undamaged, and in their original packaging.
Include your order number inside the package. If the packaging is unopened, write your order number on the outside of the package.
Use a shipping method with a Track & Trace code for your return.
Send the Track & Trace code to support@essentiadeal.com.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer.
All customers must ship their return to our International return center and are responsible for shipping costs.

Refund Policy

After we receive and inspect your return, we will notify you if your return is approved. If approved:

Refunds will be processed to your original payment method.
Please allow a few business days for your bank or credit card provider to process the refund.

Exceptions to Refunds:

Items with broken seals or returned outside the 14-day return window are not eligible for a refund.
Lingerie sets can only be returned if the sealed packaging (shipping packaging) remains unopened, in compliance with Article 6:230p(f)(3) of the Dutch Civil Code.

Exchanges

Need a different size? We are happy to offer free exchanges for lingerie sets, provided the sealed packaging remains intact. Contact us at support@essentiadeal.com for further instructions.

Damaged items

If you receive a damaged or broken item, please notify us within 14 days of delivery. To help us resolve the issue promptly, kindly provide clear photos of the damaged item. If we are notified within this time frame, we will arrange for a replacement to be sent at no additional cost.

Please note, if the damage is reported after 14 days, we may not be able to offer a replacement free of charge.

Why This Policy?

We maintain a strict hygiene policy to ensure the safety and quality of our products. Returned lingerie products cannot be resold, even if they appear unused. This policy ensures that every customer receives a brand-new, high-quality product.

Important Notes for International Customers

This return policy is governed by Dutch law.
International customers (including those in Canada and Australia) are subject to this policy. By making a purchase, you agree to these terms.
For questions or clarification, please contact support@essentiadeal.com.