Shipping Policy. Cancellation and Return Policy
SHIPPING POLICY
Secret Bath offer free shipping into USA continental territory and Canada. We ship from our facilities in Miami, Florida. USA
Most order processing time will be 1-3 labor days plus delivery time except special order or products with a lead time longer ( please see details at shipping information before checkout.)
Delivery time depend of the distance from Miami, Florida to any location. Delivery time during holidays season or during severe weather could be longer.
There are shipping rates to Hawaii, US protectorates and international destination.
International shipping rates no include VAT and other customs expenses. These fees must pay to carrier for the customer before receiving the order.
You may cancel an order within 30 minutes after placing the order. After this time your order will be processed.
Special order can cancelled within 24 hours after placing the order. After this time your order will be process for the manufacturer and can not cancel.
We do not cancel pre-shipped orders. Our goal is ship orders as soon as possible so we have set up our system to automatically process your order as fast as possible. For that reason, once an order has been submitted, it cannot be canceled after 30 minutes. If an error is made, we need you to accept the package and request a return authorization to return the package (if our return policy below allows) for a refund.
Please be sure that you want to make the purchase before submitting the order. Orders refused at delivered will be assessed all of the applicable fees including the return fee, our shipping costs, and a 25% restocking fee.
Special order or custom order are not returnable.
RETURN POLICY
All returns will be accepted for new or unused items within 30 days of purchase except special orders or customized orders. We consider special order any order with a lead time superior to a week.
Secret Bath has a money back guarantee on products returned within 30 days after the return had been authorized.
In order to receive proper credit on your return, please contact us to receive a Return Goods Authorization (RGA), number and shipping address.
Returned items must arrive back in resalable condition with the original packaging and technical documentation.
Product must be new, unused, unaltered and uninstalled.
We do not charge a restocking fee on any orders but the customer must pay for return shipping cost. For a better experience in this process we can supplier to customer, on it's behalf, a pre-pay return shipping label.
It must also be in the original packaging.
If the item arrives in good conditions but without original packaging, a 25% restocking fee will be applied.
Unauthorized returns will be refused.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@secretbath.com.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@secretbath.com.
Damaged items:
Fully inspect all deliveries before signing the receipt even if you do not plan on opening the carton right away.
In the unlikely event that an item you ordered arrives damaged or is defective, please contact us immediately.
If you do not call us within 7 days of receipt of the item to let us know about shipping damage, we will not be able to refund you.
Defective items are covered under our manufacturer-vendor warranty.
Write down any visible damage such as box crushed, torn, creased and other circumstances about the delivery.
If you find concealed damage, save the carton and packaging material. Email our customer service department immediately.
You will not be responsible for the shipping cost to return or replace the item damaged.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for another item, send us an email at info@secretbath.com
Shipping return address
To return your product, you should mail your product to: 7257 SW 48th Street. Miami Florida 33155.USA
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.