Refund policy

At secrenia, we are committed to providing carefully selected lifestyle products and a reliable shopping experience. We want every customer to feel confident when shopping with us. If your purchase does not meet your expectations, our return and refund policy is designed to provide clear and convenient assistance.

Please review the following terms before submitting a return request.

1. Return Timeframe

Customers may request a return within 30 calendar days after receiving the order.

Any return request submitted after this 30-day period will generally not be accepted, except where additional rights are provided under applicable local consumer protection laws.

2. Conditions for Accepted Returns

To be eligible for a return, products must be returned in their original condition, including:

  • Unused and unopened status;

  • Original packaging maintained;

  • All included accessories, parts, and labels provided.

If you receive an item that is defective, damaged during delivery, incorrect, or substantially different from the product description, secrenia will offer a full refund or replacement at no additional cost.

For returns caused by personal preference or a change of mind, the product must remain unopened and in a condition suitable for resale.

Due to hygiene, safety, and product-use considerations, certain products may not qualify for personal-reason returns, including:

  • Opened personal care, beauty, or hygiene-related products;

  • Fitness or wellness products that have been used or activated;

  • Technology accessories or electronic-related items after opening when they cannot be resold;

  • Products with activated settings, connected accounts, or configured functions;

  • Any item specifically identified as "non-returnable" on its product page.

3. Return Shipping Policy

The responsibility for return shipping costs depends on the reason for the return.

Returns Caused by Product Issues

If the return is related to:

  • Manufacturing defects;

  • Damage received upon delivery;

  • Incorrect products being shipped;

  • Major differences between the product received and the description provided;

secrenia will cover the return shipping expenses. A prepaid return label will be provided when applicable, and no restocking fee will be charged.

Returns Due to Personal Reasons

For returns requested because of personal preference or a change of mind:

  • Customers are responsible for return shipping costs;

  • The original shipping fee paid during checkout will not be refunded;

  • No restocking fee applies if the product remains unopened and in its original condition.

Returns requested after the 30-day return period will generally not be accepted. However, defective products may still qualify for repair or replacement under applicable manufacturer warranty coverage.

4. Return Request Process

To request a return, please contact our customer support team at:

Email: service@secrenia.com

Please use the following email subject format:

"Return Request – Order # [Your Order Number]"

To help us handle your request efficiently, please provide:

  • Your order number;

  • Product name and quantity;

  • Reason for the return;

  • Photos or videos showing any damage, defects, or product issues (if applicable).

Our team will review your request and respond within two business days with return instructions and, when applicable, a prepaid return label for eligible quality-related returns.

5. Refund Procedure

After your returned item arrives and passes inspection, we will send a confirmation regarding your refund approval status.

Approved refunds will be returned to your original payment method, including credit cards or PayPal accounts.

The actual refund timeline may vary depending on your bank or payment provider. Customers do not need to submit additional payment details, as refunds will always be processed through the original payment method used at checkout.

In some cases, partial refunds may be issued if returned items have:

  • Missing components or accessories;

  • Damaged packaging;

  • Signs of use beyond normal package opening.

6. Additional Information

Certain products covered by manufacturer warranties, including products with a one-year warranty period, should be handled through warranty service options after the standard 30-day return period.

Any shipping damage must be reported within 7 days of delivery. We recommend checking your package as soon as possible after receiving your order.

Bulk purchases or commercial orders may be subject to different return conditions. Customers placing large-volume orders should contact us before purchase.

This policy does not limit any consumer rights granted under applicable laws in your region.

7. Contact Us

If you have questions regarding this Return & Refund Policy or believe your return request has been incorrectly declined, please contact us:

Email: service@secrenia.com

We aim to respond to customer inquiries within 24 hours on business days.

For unresolved matters, secrenia is willing to cooperate with appropriate third-party mediation or other available dispute resolution methods.