Return & Exchange Policy
Thank you for shopping with Secret Bunny.
We want you to feel confident in your purchase. If you change your mind about an item, we offer returns and exchanges subject to the conditions below.
Please note that these change-of-mind terms do not affect your rights under the Australian Consumer Law. If you believe an item has a problem, please contact us so we can assist you.
CHANGE-OF-MIND RETURNS
We accept returns of eligible full-price items within 30 days of purchase, provided the item meets all of the following requirements:
- The item is unworn, unwashed and in its original condition.
- All original tags and hygiene seals remain attached and intact.
- The item is free from makeup, fake tan, deodorant, perfume, body oils or any other marks or stains.
- All original components and accessories are included, such as detachable pendants, straps, harnesses or chains.
- You provide proof of purchase.
For hygiene reasons, intimate lingerie must be unworn, unwashed and in resalable condition to qualify for a change-of-mind return.
SALE ITEMS
Sale items may be returned within 14 days of purchase for an exchange or store credit, provided they meet the return conditions above.
This change-of-mind policy does not affect your rights under the Australian Consumer Law.
ITEMS THAT CANNOT BE ACCEPTED FOR CHANGE-OF-MIND RETURN
We cannot accept a change-of-mind return if the item:
- Has been worn, washed or used.
- Has had its hygiene seal removed or damaged.
- Has makeup, fake tan, deodorant, perfume, body oils or other personal marks or stains.
- Is missing original tags, packaging or components.
- Is otherwise not in its original, resalable condition.
If a returned item does not meet these requirements, we will contact you and arrange for the item to be returned to you, with the return shipping cost payable by you.
RETURN SHIPPING COSTS
For change-of-mind returns, including choosing the wrong size or simply deciding that the item is not right for you, return shipping costs are the responsibility of the customer.
Please contact us before sending your item back so we can provide the return instructions.
REFUNDS
Once we receive your return, we will inspect the item to confirm that it meets our return requirements.
If your return is approved, your refund will be processed to your original payment method.
Once processed by Secret Bunny, the time for the funds to appear in your account will depend on your bank or payment provider.
Original shipping costs are generally non-refundable for change-of-mind returns.
EXCHANGES
We offer exchanges on eligible unworn, unwashed and unopened items that are in resalable condition, with all original tags and hygiene seals intact.
For change-of-mind exchanges, the customer is responsible for the return shipping cost as well as the shipping cost of sending the replacement item.
If your requested replacement item is unavailable, we'll contact you to discuss an alternative solution.
Exchange items will be shipped using our standard shipping service.
INTERNATIONAL EXCHANGES
We currently do not offer exchanges for international change-of-mind purchases.
If you are an international customer and believe there is a problem with your order or product, please contact us and we'll be happy to assist.
HOW TO REQUEST A RETURN OR EXCHANGE
Please contact us before sending your item back.
Email: info@thesecretbunny.com
WhatsApp: +61 449 936 183
Please include your order number and let us know whether you are requesting a return, exchange or store credit.
We'll provide you with the next steps for your return.
AUSTRALIAN CONSUMER LAW
Our change-of-mind policy does not limit or exclude your rights under the Australian Consumer Law.
If you believe there is a problem with your order or product, please contact us so we can assess the issue and assist you.
IMPORTANT
Please do not send an item back without contacting us first.
For hygiene and safety reasons, please ensure that all lingerie is tried on over underwear and that hygiene seals remain intact.