Refund policy

Refund & Return Policy

At SecretSkin, your satisfaction is our priority. We are committed to providing high-quality skincare products and a smooth shopping experience.

By placing an order, you agree to the terms outlined below.

Return Window

We offer a 3-day return policy, which means you must request a return within 3 days of your order being marked as delivered.

Requests made after this period will not be accepted.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging

  • The product must be in the same condition as received

  • A receipt or proof of purchase is required

For verification, we may request photo or video evidence before approving a return.

How to Start a Return

To initiate a return, contact us at mogalife23@gmail.com within 3 days of delivery with:

  • Your order number

  • Reason for return

  • Supporting photos/videos (if applicable)

⚠️ Do not send items back without prior approval.
Unapproved returns will not be accepted or refunded.

Return Address:
Lot-02.16, Soon Hup Tower, 98000, Miri, Sarawak

If approved, we will provide instructions on how and where to send your package.

Damages & Issues

Please inspect your order upon arrival and contact us within 3 days if:

  • The item is defective

  • The item is damaged

  • You received the wrong item

We will evaluate the issue and provide a suitable solution, including replacement, store credit, or refund where appropriate.

Non-Returnable Items

Due to hygiene and safety reasons, the following items cannot be returned:

  • Opened or used skincare products

  • Products with broken seals or tampering

  • Sale, promotional, or discounted items

  • Gift cards

Exchanges

We do not offer direct exchanges.
To get a different item, please return the eligible product (if approved) and place a new order.

Refunds

Once we receive and inspect your return, we will notify you if your refund is approved.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time: 3–7 business days (depending on your bank)

Shipping fees are non-refundable, unless the return is due to our error.

Chargebacks & Disputes

By purchasing from SecretSkin, you agree to contact us first at mogalife23@gmail.com to resolve any issues before initiating a chargeback.

We reserve the right to dispute chargebacks using:

  • Proof of delivery

  • Order confirmation records

  • Customer communication

  • This published policy

Fraudulent or abusive claims may result in order refusal or account restriction.

Legal Rights

This policy does not limit your rights under applicable consumer protection laws. If a product is faulty, unsafe, or not as described, you may still be entitled to a remedy under local regulations.