Refund policy

Last Updated: 01 September 2025

We want you to love your Secret Scents purchase! Because our perfume oils are personal-use products, we’re unable to accept returns or exchanges due to a change of mind or incorrectly ordered items, except where required by the New Zealand Consumer Guarantees Act ↤ External Link.

If you’re unsure about a specific scent, we recommend purchasing a sample first so you can try it before committing to a full-size bottle.

Products that cannot be returned:
•    Samples
•    Limited editions
•    Personalised items
•    Sale items
•    Gift cards

We can only accept return or refund requests in line with the New Zealand Consumer Guarantees Act (CGA). 

This includes situations where:
•    Your order arrives faulty or damaged
•    You receive the wrong items
•    There are issues with delivery

If your order was damaged during shipping, we can assist you in making a claim with our carrier to ensure the issue is resolved quickly.

Our goal is to make the process smooth and ensure you receive the products you ordered in perfect condition.

Return timeframe
Returns must be requested within 14 days of receiving your order.

•    Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect.
•    We will review your request within 3 business days and notify you of our decision.

How to request a return
Please contact us at info@secretscents.co.nz within 14 days and include:
•    Photos showing the fault or damage
•    Proof of purchase (order number or receipt)
•    Details of the issue

Once we’ve reviewed your request We will carefully decide whether a replacement or refund is the best solution.

If a return is required:
•    Products must be returned in their original packaging
•    You will receive a return label
•    Secret Scents will cover the return shipping cost

Important: Do not send items back without first requesting a return, as these will not be accepted.

If your return is approved:
•    We will provide a return address and instructions. A return fee may apply if required.
•    You may receive a full or partial refund or a replacement product.

Shipping fees:
•    Original shipping fees are non-refundable
•    Additional charges may apply for redelivery; you will be advised prior to approval of any extra costs

Processing times:
•    Refunds typically take 5–10 business days to appear in your account
•    Replacements will be shipped within 3-5 business days of approval
•    Refunds will be processed to your original payment method. Please allow extra time for your bank or credit card company to process the refund.

If more than 10 business days have passed since your return was approved, please contact us at info@secretscents.co.nz

Your rights under the CGA
Secret Scents fully respects your rights under the New Zealand Consumer Guarantees Act ↤ External Link. If your product is faulty or not as described, we will provide a remedy in accordance with CGA requirements.

We’re here to make things right — just reach out to us at info@secretscents.co.nz, and we’ll get it sorted quickly!