CANCELLATION, REFUND, & POLICY
Certain types of goods are exempt from being canceled these products include items on sale, downloadable software, online courses, e-Books, downloadable frequencies, and products that have been opened. Once the seal is broken the products energetic potential and integrity is exposed. All other products not included in these categories must be canceled at a maximum of 24 hours after purchase. All cancellations must be made prior to this window or restocking fees will apply.
Certain types of goods are exempt from being returned or refunded these products include downloadable software, online courses, e-Books, downloadable frequencies, and products that have been opened. Once the seal is broken the products energetic potential and integrity is exposed. All other products not included in these categories must be returned for exchange or refund at a maximum of 14 days after arrival.
There are certain situations where only partial refunds are granted: (if applicable) you will be provided with shipping instructions to return the item. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment minus the shipping and restocking fee for the item(s) purchased.
LATE OR MISSING REFUNDS
If you refund has been approved and you haven’t received a refund yet, please first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: [email protected]
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and wait for further instructions on where to send your item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
LOST OR STOLEN PACKAGES
Secret Energy is not responsible for lost or stolen packages. Once your tracking notification has been sent and the package has been picked up from our store, all issues with shipping fall on the carrier. The carrier will generally determine if your order can be left in a safe secure place at your delivery address. If you believe your package may have been lost or stolen, please contact your local USPS to resolve the problem, or visit this web address for more ways to fix this issue: https://www.usps.com/help/missing-mail.htm
You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them.
DECLARATION OF VALUE AND PRODUCT DESCRIPTION
Due to International laws, Secret Energy states the full value of your order on the shipping label.
For higher probability of delivery and reduced customs fees we ship DHL International Airmail on International orders. We will simply indicate the quantity of all the products you ordered along with the following product description, “Natural Products for Personal Use.” So, for example, if you ordered 4 each of 2 different products, for a total cost of 300 dollars, we will state the following on the shipping label:
Quantity / Description / Cost
8 / Natural Products for Personal Use / $30.00
YOUR SHIPPING ADDRESS, PHONE NUMBER, AND EMAIL ADDRESS
Please make sure your shipping address, phone number, and email are full and complete on your order. The phone number or email may be used by DHL to contact you in case the mail carriers have problems delivering your order.
Secret Energy will not be liable for packages refused or held by customs for delivery we request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering. Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned. Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed.
Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges secretenergy.com has incurred during shipping, such as warehousing fees, return postage fees, etc.
If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s).
Refunds are not available if you choose Global Priority Mail by DHL as a shipping method and your order is lost. Also, refunds will not be issued until the returned packages are physically in our warehouse.