Effective as of 12 July 2021
This policy only applies to consumer purchases.
Refund and Return / Cancellation Policy
We want you to love your Secretlab product! Go ahead. Give it a try. You’ll be thrilled with it once
you test it out.
Once in a blue moon, you may have some questions about our product. Before you return
anything, why don’t you write to our awesome customer support team? We will work with you to
make things right and get you back in the game!
Don’t forget that all of our products are also covered by our generous manufacturer’s warranty.
You can also extend your warranty for our 2020 Series and 2022 Series Chairs to 5 years by
following these instructions.
If the product still doesn’t work for you, you have the right to return it subject to the conditions
set out below.
We can only accept returns for items purchased directly from us on secretlab.eu. For purchases
made with any other distributor, please contact the relevant distributor to arrange a return.
Return / Restocking Fee FREE
Cancellation Period Up to 14 days from the date you received the goods,
based on our tracking records
Return Shipping You bear the direct cost of returning the goods (click here
to see shipping estimates)
Damage Fee May apply if goods are missing parts or damaged due to
overhandling1
Conditions of Refund ● Goods are returned in the Original Packaging
● Goods are Completely Disassembled
● Goods are received into our warehouse within 14 days
of your cancellation notice
To the extent possible, please mark the parcel as
“Returned Goods”. This will allow us to process your return
more quickly.
Refund2 ● Initiated within 14 days of us receiving your proof of
return
● Will be processed via the same means of payment
used for the initial transaction
Shipping estimates range between €50 - €100 for bulky items. Actual shipping costs will
vary depending on different factors including distance from the shipping destination and the
carrier rates which may fluctuate.
Please follow our return instructions. You are responsible for ensuring that the goods are
returned to the correct location in good condition. We are not responsible for any items that
are lost or damaged while in transit or rejected because it was sent to the wrong address.
For high value goods, we encourage you to pay for shipping insurance to safeguard against
any loss or damage. You are responsible for any insurance claim filing with the carriers.
You may inspect the product to make sure that it is right for you and as described on our
website or in our store. However, we are allowed by law to deduct the diminished value of
the goods resulting from your overhandling. Any refund that you receive will be net of any
diminution in value that we reasonably determine.
1
Overhandling refers to handling that is beyond what is necessary to establish the nature,
characteristics and functioning of the goods.
2
Refund amount includes any cost of delivery you have paid but excludes supplementary
costs arising due to your choice of delivery that is more expensive than the standard
delivery that we offer.
We will be sad to see you go. However, if you have decided to return an item, please send us
your order number and product details using the support form. Alternatively, you may copy and
paste the content of the Model Cancellation Form provided below into your e-mail addressed to
us at support@secretlab.co. We will respond quickly with the return instructions that you will
need.
Model Cancellation Form
To: support@secretlab.co
I / We [*] hereby give notice that I / We [*] cancel my / our [*] contract of sale of the following
goods:
Ordered on [*] / received
on [*]
Name of consumer(s)
Address of consumer(s)
Name/Signature of consumer
[*] Delete as appropriate
