Refund policy

Returns & Refunds Policy

Secrets by Sorellas® (UK Only)

This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Made to Order Products

All Secrets by Sorellas® hair extension products are made to order using custom blended shades.

Please allow up to 3 weeks for dispatch.

Pre-orders may require additional time.

Shipping times are separate and applied at checkout.

Right to Cancel (Unopened Products Only)

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason, provided the goods remain unopened and unused.

Due to hygiene and safety reasons, this right to cancel is lost once any product or its packaging has been opened or unsealed.

Conditions for Returns

We will only accept a return if ALL of the following conditions are met:

The item is returned within 14 days of delivery
The product has not been opened
The outer box and all inner packaging remain sealed
The item is unused, unworn, and unaltered
All hygiene seals, tags, and protective packaging are intact
Any free gifts or promotional items are also returned unopened

If these conditions are not met, the return will be refused and the item returned to the customer.

Return Request & Approval Process

All returns must be requested and approved before being sent back.

Return requests can be submitted by:

• Logging into your customer account and requesting a return

• Contacting us at support@secretsbysorellas.com

Once your request has been reviewed, you will receive instructions on how to proceed.

Returns sent without prior approval will not be accepted.

Hygiene Exemption (Important)

In line with Regulation 28(3)(a) of the Consumer Contracts Regulations, we do not accept returns of sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed.

This includes (but is not limited to):

Hair extensions
Hair pieces
Hair accessories
Any product supplied in sealed packaging

Non-Refundable Items

The following items are strictly non-returnable and non-refundable:

Any product where the box or packaging has been opened
Any item with broken or removed hygiene seals
Items that have been worn, installed, brushed, washed, cut, coloured, toned, or heat-styled
Online training courses, digital products, and educational content

By purchasing digital training, you acknowledge that immediate access is granted and you waive your right to cancel, in accordance with Regulation 37 of the Consumer Contracts Regulations.

Gift cards
Final sale / clearance items (where stated)

Faulty or Incorrect Goods

Your statutory rights are not affected.

If your item arrives faulty, damaged, or incorrect, please notify us within 48 hours of delivery and provide:

Your order number
Clear photos or video evidence
Images of the packaging

Where a fault is confirmed, we will offer a replacement or refund in line with UK consumer law.

Refunds

Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods.

Please note: processing times may vary depending on your bank or payment provider.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Returns Address (This is not our registered business address)

Secrets By Sorellas Limited

2 High Rd

Beeston

Sandy

SG19 1PA

United Kingdom

Please ensure your name and order number are clearly included inside the return parcel.

Order Cancellations

Orders can only be cancelled before processing or dispatch.

Once dispatched, cancellation rights apply only to unopened, sealed goods as outlined above.

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