Return Policy

Order Cancellation

We accept order cancellations before the product is shipped or processed. If the order is cancelled in time, you will receive a full refund. Once an order has been shipped, it can no longer be cancelled.

Warranty

All OurSharedSecret products come with a 30-day warranty starting from the date of purchase.

  • Within 30 Days (Quality Issues): If the product is defective (damaged, not functioning properly, etc.), customers must provide valid proof (photo, video, etc.). Once approved, we will arrange a replacement or issue a full refund.

  • Within 30 Days (Non-Quality Reasons):

    1. Keep the product: We refund 10% of the item price.

    2. Return the product: Customers cover the return shipping fee, and we refund 60% of the item price after receiving it.

    3. Exchange: Customers may choose another item by paying 50% of the new product price.

Returns

Due to the intimate nature of adult products, we cannot accept returns of items that have been opened or used. Unused and unopened products can be returned within 30 days.

  • Quality Issues: Free return, we cover the shipping cost.

  • Non-Quality Reasons: Customers are responsible for the return shipping fee.

Requirements:

  • Products must be unused, in original condition, and with original packaging.

  • Proof of purchase (receipt/order confirmation) is required.

  • Please contact customer service before returning to confirm the correct return address.

⚠️ Notice: We do not accept returns for surprise boxes or festival promotional products unless they have quality issues.

Refunds

Refunds will be processed once the defective claim is approved or the returned item is received and inspected. Refunds will be credited to your original payment method within a few business days.

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again.

  2. Contact your credit card company—posting may take some time.

  3. Contact your bank—there may be processing delays.
    If you’ve done all this and still haven’t received your refund, please contact us at support@oursharedsecret.com.