Return & Exchange Policy

At Her Secret, we strive to ensure that every order reaches you in perfect condition. Due to the nature of skincare and beauty products, we accept return or exchange requests only in cases involving damaged, missing, or incorrect items.

Customers must contact us within 7 business days of receiving their order to report any issue.

1. Return & Exchange Conditions

To be eligible for a return or exchange:

• The item must be damaged, defective, missing, or different from the product ordered.

• The product must remain unused and in its original packaging, with all seals intact, wherever applicable.

• Customers must provide clear photos or videos showing the issue.

• Requests must be submitted within 7 business days of receiving the order.

For hygiene and safety reasons, opened or used skincare and beauty products are not eligible for return or exchange, except where required by applicable law.

2. How to Request a Return or Exchange

If you receive a damaged, missing, or incorrect product, please follow these steps:

Step 1: Contact Customer Support

Contact us within 7 business days of receiving your order through our official customer service email, Facebook, Instagram, phone, or WhatsApp.

Email: her.secretbeauty.eg@gmail.com

 

Step 2: Provide the Required Information

Please include:

• Your order number

• Your registered email address or phone number

• A clear photo or video showing the issue

• A brief description of the problem

Step 3: Review and Resolution

Our customer support team will review your request and inform you of the next steps. If your request is approved, we will coordinate the appropriate return, replacement, or refund process.

3. Refund Policy

Refunds are subject to approval and apply to eligible orders in accordance with this policy and applicable law.

• Refunds for prepaid orders will be processed through the original payment method whenever possible.

• If the original payment method is unavailable, an alternative refund method may be arranged with the customer's agreement.

• Depending on the circumstances and applicable law, an approved request may be resolved through a refund, replacement, or another mutually agreed solution.

• Refund processing times may vary depending on the payment provider and financial institution.

For eligible approved returns, our shipping partner or customer support team will contact you to coordinate the collection or return process, where applicable.

4. Missing Items

If an item is missing from your order, please contact us within 7 business days of delivery and provide your order number and any relevant photos or videos. We will investigate the issue and arrange an appropriate resolution if the claim is confirmed.

5. Important Notes

• Please inspect your order upon delivery and report any issues promptly.

• Do not return any product before receiving instructions from our customer support team.

• Return shipping arrangements and any applicable costs will be communicated during the review process, in accordance with applicable law.

• Nothing in this policy limits any consumer rights that cannot legally be excluded.

6. Contact Us

If you have any questions regarding our Return & Exchange Policy, please contact Her Secret through our official customer service channels.

Her Secret — 100% Authentic Products