Refund policy

14-Day Right to Cancel (UK & EU Customers)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason and without giving a reason.

To exercise your right to cancel, you must inform us within 14 days of receiving your item by contacting us at:

info@secretgardencollectibles.com

Once you notify us of cancellation, you have a further 14 days to return the item to us.

Eligibility for Returns

To be eligible for a return:

  • The item must be returned within 14 days of cancellation notice

  • The item must be in the same condition as received

  • It must not be used beyond what is necessary to inspect it

  • It must be returned with any original packaging, tags, and proof of purchase

You are entitled to inspect the item as you would in a physical shop. However, we reserve the right to reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Items sent back without first requesting a return will not be accepted.

Returns must be sent to:

23 Collingwood Road
NN1 4RL
Northampton
England
United Kingdom

Return Shipping Costs

Unless the item is faulty, damaged, or incorrect:

  • Return shipping costs are the responsibility of the customer.

  • Original shipping charges are non-refundable.

If the item is faulty or incorrect, we will cover reasonable return shipping costs.

Damages, Faulty or Incorrect Items

Please inspect your order upon arrival and contact us immediately if:

  • The item is defective

  • The item is damaged

  • You receive the wrong item

Under the Consumer Rights Act 2015, you are entitled to goods that are as described, of satisfactory quality, and fit for purpose.

If your item is confirmed to be faulty, you may be entitled to a repair, replacement, or refund in accordance with your statutory rights.

Manufacturing Variations

Please note that slight variations in color, finish, texture, or minor manufacturing imperfections that do not affect the functionality or overall appearance of the product are not considered defects.

Due to manufacturing processes, small differences between items may occur and are considered normal.

Exchanges

We do not offer direct exchanges.

The fastest way to receive a different item is to return your current item (subject to approval) and place a new order separately.

Refunds

We will notify you once we have received and inspected your return.

If your refund is approved:

  • You will be refunded to your original payment method

  • Refunds will be processed within 14 days of receiving the returned goods or receiving proof of return (whichever is earlier)

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 14 business days have passed since your refund was approved, please contact us at:

info@secretgardencollectibles.com