At Juicy Secrets, we want you to enjoy your shopping experience with us. We understand that sometimes when purchasing online, you and your new garment may not be a perfect match. Our Returns Policy is designed to make returns as easy as possible for you and maintains your guarantees under the Australian Consumer Law (ACL).
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Quality is really important to us, so prior to shipment we carefully inspect your order to ensure it meets your expectations. Garments we send are fitted with a temporary security ribbon, containing a tamper-evident security seal and unique serial number so you can be sure your new items haven't been previously worn and returned.
Before removing the security ribbon, please try on and thoroughly check your order to ensure you're happy. Once removed, returns cannot be accepted under any circumstances (unless we agree there’s a manufacture fault).
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What items can I return?
We’ll happily refund the return of purchases for requests received within 7 days of delivery, if we’re satisfied after inspection that they:
- have been pre-approved for return shipment via the online Returns process on our website,
- retain the fitted security ribbon, tamper-free,
- retain the manufacturer’s swing tags and accessories,
- weren’t worn, washed, altered or contain stains or odours,
- weren’t damaged/misused by you in any way (eg. not following washing/care instructions)
or
- have a manufacture fault (that we deem is not normal “wear and tear” or a result of damage by you), within 30 days.
Please note, we can’t accept returns if goods do not meet the above conditions or are items that we’re unable to accept for hygiene reasons (unless there’s a major problem), including:
- Earrings and Jewellery
- Underwear and undergarments
- Hats and Hair accessories
- Cosmetics and fragrances
- Swimwear
- Hosiery
How long do I have to submit my return request?
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within 7 days of delivery if you've changed your mind, chosen an incorrect size, the item is not as ordered/described or is damaged in transit.
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within 30 days of delivery for claims of manufacture fault. Claims beyond 30 days will be reasonably considered, but more likely deemed as normal "wear and tear" as your time in possession progresses.
Please ensure your return items are then delivered to us within 7 days of approval to return.
Are there any charges for returns?
A $10 re-stocking fee per return item is applicable to returns only if you’ve:
- chosen an incorrect size,
- changed your mind, or
- lodged the return claim for any other reason but upon return inspection that reason is rejected.
We will refund the re-stocking fee if you purchase an exchange item of equal or greater value by the time we receive your return and your refund is approved.
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How do I return?
- Enter your order number and email address on the Submit Online Return page and click "Find your Order."
- Follow the screen instructions and select the items you want to return
- If approved to return, you will get a confirmation email with shipping guidelines and you can ship your return. If your return claim is rejected, you will receive a notification email.
- Please do NOT return items to us unless you complete this process and receive a Return Authorisation (RMA) from us, as we won't be able to process your return and it'll be rejected.
- We recommend using Registered Post or courier for all return shipping so you can track your return.
- You're responsible for the risk and cost of all return shipping if your return is due to change of mind or choosing an incorrect size.
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You're responsible for the risk and cost of shipping back to you, any returns that we reject.
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How soon will I get my refund?
Once your return is received and inspected, we'll send you an email to notify you that we've received your returned item. We'll also notify you of the approval or rejection of your return.
For approved returns, refunds (less any re-stocking fee applicable) will be applied to the original method of payment within 7 days of receipt of returned goods. Any shipping charges you paid on your initial order are non-refundable, unless we accept the reason for return was beyond your control.
Need more help?
Check out our FAQ's page here, or email us here with your full name and order number and we'll be pleased to assist you.
Submit Return Request
Updated: September 30, 2021.
