Return and Refund Policy

At SecretNest Nepal, we prioritize customer satisfaction while maintaining strict hygiene and safety standards due to the nature of our products. Please read our return and refund policy carefully before making a purchase.

1. Eligibility for Returns

Due to the personal and intimate nature of our products, returns are accepted only under specific conditions:

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

• The return request must be made within 24 hours of delivery

• The product must be in the same condition as received

For hygiene and safety reasons, used or opened products cannot be returned or exchanged under any circumstances.

2. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or different from what you ordered:

• You must notify us within 24 hours of delivery

• Provide clear photos or videos as proof

• Our team will review and verify the issue

Once approved, we will offer:

• Replacement of the product, or

• Refund, depending on availability and situation

3. Non-Returnable Items

The following items are not eligible for return:

• Opened or used products

• Products without original packaging

• Items damaged due to misuse or mishandling

• Products returned after the allowed return period

4. Refund Process

• Refunds are processed only after the returned product is received and inspected

• Approved refunds will be issued through the original payment method or store credit

• For Cash on Delivery orders, refunds may be processed via bank transfer or digital wallet

Please allow 5–7 business days for the refund to be completed after approval.

5. Return Shipping

• If the return is due to a customer-related reason, the customer is responsible for return shipping costs

• If the return is due to our error (damaged, defective, or incorrect item), SecretNest Nepal will bear the shipping cost

6. Order Cancellation

• Orders can be canceled before they are shipped

• Once shipped, cancellations are not allowed

• Refusal to accept delivery may affect future order eligibility

7. Important Notice

We strongly encourage customers to review product details carefully before placing an order. If you have any questions, our support team is available to assist you before purchase.

8. Contact Us

For return or refund requests, please contact our support team through our official channels with your order details.