return policy

Return Policy

Return Policy – Body Secret Garden
Policies & Terms

Return &
Exchange Policy

We take great care in the quality of every item we ship. Please read our policy carefully before making a purchase.

Returns
Defective Items Only
Contact Deadline
Within 14 Days of Arrival
Resolution
Exchange or Refund
Required
5 Photos via Email
Our Policy

Returns Due to Personal Preference

We do not accept returns or exchanges based on personal preference, change of mind, or sizing issues caused by incorrect self-measurement.

As our products are intimate apparel, we are unable to accept returns of items that have been worn, washed, or had their tags removed, for hygiene reasons.

Please note: We strongly recommend checking our Size Guide and FAQ carefully before placing your order.
Defective Items

Manufacturing Defects & Damaged Items

If you receive an item with a manufacturing defect or damage caused during shipping, please contact us within 14 days of receiving your order.

We will review your case carefully and arrange either an exchange or a refund depending on stock availability.

01

Contact Us by Email

Send an email to our support address within 14 days of receiving your order. Include your order number and a description of the issue.

02

Submit 5 Photos

Attach 5 clear photographs of the item as specified below. Claims submitted without photos cannot be processed.

03

We Review Your Case

Our team will carefully review your photos and contact you with our decision. We aim to respond within 3 business days.

04

Exchange or Refund

If your claim is approved, we will arrange an exchange (subject to stock availability with our manufacturer) or issue a refund. No return shipping is required.

Photo Requirements

5 Required Photographs

To process your claim, please send exactly 5 photographs taken from the following angles. All photos must be clear and well-lit.

1
Full Item
Overview
2
Close-up of
Defect
3
Product
Tags
4
Original
Packaging
5
Order Number
Visible
Important: Photos must show the item unworn with all tags still attached. Claims for items that appear to have been worn will not be accepted.
Resolution Process

How We Resolve Your Claim

Once your claim is approved, we will proceed as follows:

First
Exchange
We check with our manufacturer for stock availability
If unavailable
Refund
Product price refunded via individual arrangement
Always
No Return Needed
You are not required to return the defective item
Please note: Refund methods and timing will be discussed individually depending on your payment method and location. We do not accept liability for delays caused by shipping carriers or customs authorities.
Not Covered

Cases We Cannot Accept

✕

Customer Preference

Returns due to change of mind, dislike of style, or personal preference are not accepted.

✕

Wear & Tear

Damage caused by improper use, excessive force, sharp objects, or normal wear is not covered.

✕

Late Claims

Claims submitted more than 14 days after the confirmed delivery date cannot be accepted.

✕

No Photos Provided

Claims submitted without the required 5 photographs cannot be reviewed or processed.

✕

Worn or Washed Items

For hygiene reasons, items that have been worn or washed cannot be returned under any circumstances.

✕

Shipping Delays

We are not responsible for delays caused by shipping carriers, customs, or circumstances beyond our control.

✦
Questions? Visit our FAQ page for answers to common questions, or contact us directly.
We are committed to ensuring every customer receives a product they love. Thank you for shopping with Body Secret Garden.