1. Our Commitment
At Cheeky Little Secret, we want you to be completely happy with your purchase.
If you change your mind, receive an item that isn’t suitable, or have a problem with your order, we will deal with your return or refund fairly and in accordance with your statutory rights under UK consumer law.
Nothing in this policy affects your legal rights.
2. Changing Your Mind – Online Orders
If you purchase an item from Cheeky Little Secret online, you generally have the right to cancel your order within 14 days of receiving the goods, without having to provide a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods to us.
The item should be returned in a condition that allows us to assess it in accordance with the law. You may handle goods as reasonably necessary to establish their nature, characteristics and functionality, but you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary.
We will issue an eligible refund within 14 days of receiving the returned goods, or earlier where required by law.
Where applicable, the refund will include the cost of our standard delivery service. If you selected a more expensive delivery option, we are only required to refund the equivalent standard delivery charge.
Refunds will normally be made using the original payment method.
3. Intimate, Lingerie & Hygiene-Sensitive Products
Because many of the products sold by Cheeky Little Secret are intimate or personal-use items, certain products may not be eligible for return once their hygiene or protective seal has been broken.
This may include, where applicable:
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Knickers and underwear
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Bodysuits and intimate clothing
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Lingerie supplied with a hygiene seal
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Adult toys supplied in sealed hygienic packaging
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Personal-use products
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Products that cannot reasonably be resold for hygiene or health-protection reasons once opened
If a product is supplied sealed for hygiene reasons, please do not open the seal if you are unsure whether you wish to keep the item.
Where the law provides an exception to the normal cancellation right because a sealed product has been unsealed for hygiene reasons, we may be unable to accept the return.
This does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or not as described.
UK consumer rules recognise an exception for sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
4. Faulty or Damaged Items
If your item arrives faulty, damaged or does not match the description provided on our website, please contact us as soon as possible.
We will assess the issue and, where appropriate, offer a:
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Repair;
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Replacement;
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Price reduction; or
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Refund,
depending on the circumstances and your legal rights.
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods and receive a full refund, subject to the circumstances and statutory requirements.
If an item arrives damaged, please contact us promptly and, where possible, provide photographs of the item and packaging. This helps us investigate the problem with our delivery provider.
5. Incorrect Item
If we have sent you the wrong item, please contact us before returning it.
We will arrange an appropriate solution, which may include providing the correct item and arranging the return of the incorrect item.
Where the incorrect item was supplied due to an error on our part, we will cover reasonable return costs.
6. Unwanted or Incorrectly Ordered Items
If you have simply changed your mind, you may use your statutory cancellation rights where applicable.
Returned goods should be:
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Unused;
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In their original condition;
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Complete with original packaging where reasonably possible;
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Returned with any accessories, instructions or other items supplied with the product; and
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Returned with hygiene seals intact where the product was supplied sealed for hygiene reasons.
Certain products may be excluded from cancellation rights by law, particularly sealed hygiene-sensitive products once the seal has been broken.
7. How to Request a Return
To request a return, please contact us using the contact details provided on our website.
Please include:
Order number:
Name:
Email address:
Item(s) you wish to return:
Reason for return, if applicable:
For faulty or damaged goods, please also provide photographs where possible.
We will provide you with the appropriate return instructions.
Please do not send items to an address obtained from an old order, invoice or third party unless we have confirmed that address is correct.
8. Return Postage
Change of mind
Where you are exercising your statutory cancellation rights because you have changed your mind, you will normally be responsible for the direct cost of returning the goods to us, unless we have agreed otherwise or the law requires us to cover the cost.
Faulty, damaged or incorrectly supplied goods
Where an item is faulty, damaged on arrival or incorrectly supplied, we will cover reasonable return costs where we are responsible for the issue.
9. Refunds
Once we have received and assessed your returned item, we will process any refund that you are legally entitled to.
Refunds will normally be made to the original payment method.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after we have processed it.
Where a statutory cancellation applies, refunds will be made within the legally required timeframe. For online purchases, the applicable rules generally require reimbursement within 14 days of receiving the returned goods, subject to the applicable cancellation rules.
10. Reduced Refunds
Where legally permitted, we may make a deduction from a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality and that handling has resulted in a reduction in value.
We will not use this provision to remove or restrict any statutory rights you have.
11. Sale Items
Sale and promotional items are subject to the same statutory consumer rights as full-price products.
If a sale item is faulty, not as described or otherwise does not meet the requirements of consumer law, you retain your legal rights.
A reduced price does not remove your statutory consumer protections.
12. Gift Purchases
If an item was purchased as a gift, our returns process may require proof of purchase.
Any refund will normally be made to the original payment method used for the purchase unless otherwise agreed or required by law.
13. Exchanges
We may offer exchanges where appropriate, but an exchange does not replace any statutory refund or cancellation rights you may have.
For hygiene reasons, intimate products that have been opened or used may not be eligible for exchange unless they are faulty or otherwise covered by your statutory rights.
14. Products Purchased Through Third Parties
If you purchased a Cheeky Little Secret product through an authorised third-party retailer or marketplace, please contact the retailer or marketplace through which the purchase was made.
Their returns process may apply in addition to your statutory consumer rights.
15. Refused or Uncollected Deliveries
If an order is returned to us because it was refused or not collected, this does not automatically mean that the order has been cancelled.
Please contact us if you no longer require your order so that we can determine the appropriate refund or cancellation arrangements.
16. Abuse of the Returns Process
We reserve the right to investigate unusual or potentially fraudulent returns activity.
Nothing in this section affects your statutory consumer rights.
17. Your Statutory Rights
This policy does not limit or exclude your rights under applicable UK consumer protection legislation.
Depending on the circumstances, your rights may include protections under the:
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Consumer Rights Act 2015;
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Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
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Other applicable consumer protection legislation.
Where goods are faulty, not as described or do not meet the required standards, consumers may have statutory rights to repair, replacement, price reduction or refund.
18. Contact Us
For returns, refunds or questions about this policy, please contact:
Email: Help@cheekylittlesecret.co.uk
Please retain your proof of postage when returning an item until your return has been completed.
19. Policy Updates
We may update this Refund & Returns Policy from time to time to reflect changes to our business, products, services or applicable legislation.
The latest version will always be published on our website.