Refund & Returns Policy (White Secret)
Effective Date: 21/01/26
At White Secret, we want you to have a smooth and confident shopping experience. This policy explains when you can request a return, replacement, or refund, and how the process works.
1) Eligibility Window
You can request a return/replacement within 7 days of receiving your order if:
- The item is damaged, leaking, or broken on arrival
- You received a wrong item (wrong product/variant/size)
- The item is missing from your order
- The product appears tampered or the seal is broken (if applicable)
Important: Please contact us within 24–48 hours of delivery with clear photos/video so we can verify the issue quickly.
2) Items That Are Not Eligible for Return
Due to hygiene and safety reasons, we may not accept returns for:
- Opened/used skincare or cosmetic products
- Items without original packaging/box/seal (if applicable)
- Products damaged due to customer misuse or improper storage
- Sale/discounted items marked as Final Sale (if applicable)
If you are unsure whether your case is eligible, contact us—we will guide you.
3) Damaged/Leaking Product (Replacement or Refund)
If your product arrives damaged or leaking:
- Send us unboxing video (recommended) + photos of:
- outer package
- product label
- the damage/leak
- We will review within 24–72 hours
- If approved, we will offer:
- Free replacement, or
- Refund (if replacement is not possible due to stock)
4) Wrong Item / Missing Item
If you receive the wrong item or any product is missing:
- Contact us within 24 hours of delivery
- Share photos of the received package and invoice (if available)
If verified, we will:
- Send the correct/missing item at no extra cost, or
- Refund the affected item amount
5) How Refunds Are Processed
Once your refund is approved:
- bKash/Nagad/Rocket: refunded within 3–7 business days
- Card/Bank transfer: refunded within 7–14 business days (processing time depends on your bank)
Refunds are typically issued to the same payment method used during purchase.
6) Return Shipping & Fees
- If the return/replacement is due to our mistake (wrong/damaged/missing), we cover the return shipping (if applicable).
- If the return is due to customer preference (e.g., changed mind), return shipping may be borne by the customer and may not be accepted for hygiene products.
7) Order Cancellation
- If you request cancellation before shipping, we can cancel and refund as per payment method timelines.
- Once shipped, cancellation may not be possible. In that case, the order will follow the return eligibility rules above.
8) Authenticity & Counterfeit Concerns
We take authenticity seriously. If you believe your product may not be authentic:
- Contact us with photos of packaging, batch/lot code (if available), and your order details.
We will guide you on verification.
9) How to Request a Return/Refund
Please contact our support team with:
- Order number
- Your name and phone number
- Clear photos/video of the issue
- A short description of the problem
Email: [email protected]
Support Hours: 8:30 AM to 5:00 PM, Monday through Friday (Thailand time)
10) Policy Updates
We may update this policy from time to time. The latest version will always be available on this page.