Secret Sofa is dedicated to providing quality merchandise that is of a high standard to all of our customers.
30 Day Satisfaction Guarantee
Our goal is to have 100% of our customers happy. Therefore, we offer a 30 day, no questions asked, returns option. If, within 30 days, you decide that you’re not completely satisfied with your order, we will happily collect your order – minus freight charges – and refund your account. Importantly, the goods must be returned in the original packaging and in as-new condition.
Please note, that for customers who choose to pick up items from our showroom, we take no responsibility for damage that occurs during transit and we cannot provide a return or refund on those items. We advise you to make sure you are always using extreme caution when using your own equipment to transport our products.
Terms and conditions
- Custom orders - when you place a custom order with us, to cancel and receive a refund you must notify us within 5 business days of placing the order. After that time has passed, we cannot provide change of mind refunds or returns on custom order products. If you cancel this order after the 5 day cooling off period, we cannot provide a refund on your deposit.
- Freight cost - the freight for a return will usually cost the same as the shipping you originally paid! The outgoing and incoming freight will be deducted from your final refund. At times, we may offer discounted or subsidised shipping - if this has been the case, we are unable to offer subsidised freight on return, so the return cost may be higher than what you originally paid. We will advise of any and all additional costs prior to actioning a return.
- If you wish to exchange your product, a swap over fee may apply that in some circumstances, will be higher than the original freight paid.
- Your sofa must be returned in the original packaging - simply place the sofa back into the bag and box it comes in.
- If you no longer have the packaging, we will deduct a reboxing fee of $50 per box from your refund.
- The product must be in 'as new' condition. Products that have been damaged or show evidence of wear and tear will not be accepted.
- We must be notified within 30 DAYS of receiving your delivery. After 30 days we will not accept any returns.
Please contact us to get a returns authorisation. We will send a truck to pick up your product and deliver it back to us. We will inspect the returned product within 48 hours of receipt to determine that it is in 'as new' condition. We will then arrange a credit to the account used for the original payment.