Refund policy

Introduction

At Midnight Secrets, we are committed to providing high-quality products and a discreet, reliable customer experience.

We understand that sometimes a purchase may not be quite right. Please read our Returns & Refund Policy carefully before requesting a return.

1. 30-Night Satisfaction Guarantee

We offer a 30-Night Satisfaction Guarantee, starting from the date your order is delivered.

If your product does not meet your expectations, you may submit a return request within 30 days of delivery.

Requests submitted after this period may not be accepted.

Please note that, due to the intimate nature of our products and for hygiene reasons, the 30-Night Satisfaction Guarantee does not mean that a product can be used for 30 nights and then returned.

To qualify for a return, the product must meet the eligibility requirements set out below.

2. Return Eligibility

Due to hygiene and health considerations, returned products must:

• Be in their original condition.
• Be unused.
• Be clean and free from any marks or stains.
• Be free from bodily fluids or other signs of intimate use.
• Be free from perfume, smoke, detergent or other odours.
• Not have been washed, cleaned or altered.
• Show no signs of wear, damage or deterioration.
• Include the original packaging, where applicable.
• Be in a condition suitable for resale as a new product.

Because our intimacy pillows are designed for intimate use, we cannot accept returns of products that have been used for intimate purposes.

Midnight Secrets reserves the right to refuse a refund where a returned product does not meet these conditions.

3. Products That Cannot Be Returned

We cannot accept returns or issue refunds for:

• Products that have been used.
• Products showing signs of intimate use.
• Products that have been washed or cleaned.
• Products with stains, marks, odours or other signs of use.
• Products damaged after delivery through misuse or improper handling.
• Products returned without their original packaging where this is required.
• Products specifically identified as final sale at the time of purchase.

This policy is in place for hygiene reasons and to protect the health and safety of our customers.

4. How to Request a Return

Step 1: Contact Us

Please contact our customer service team at:

contact@try-midnight-secrets.com

Please include:

• Your order number.
• The reason for your return request.
• Photographs of the product and packaging where requested.

Step 2: Return Approval

Our team will review your request, normally within 48 business hours.

If your return is approved, we will provide you with the relevant return instructions and return address.

Please do not send a product back before receiving return authorisation from our customer service team.

Step 3: Send Your Return

Once authorised, the product must be sent to the return address provided by our customer service team.

Unless the product is faulty, damaged on arrival or we have made an error with your order, return postage costs are the responsibility of the customer.

Step 4: Inspection

Once your return has been received, it will undergo a quality and hygiene inspection before a refund is approved.

5. Return Inspection

Every returned product is carefully inspected.

Midnight Secrets may refuse a refund if the product:

• Has been used.
• Shows signs of intimate use.
• Has been washed or cleaned.
• Has stains, marks or odours.
• Shows signs of wear or damage.
• Is not in a condition suitable for resale as a new product.

If a return is rejected following inspection, we will contact you to explain the reason.

Where appropriate, the product may be sent back to you, and additional postage costs may apply.

6. Refunds

Once your return has been inspected and approved, you will receive an email confirming your refund.

Refund Method

Approved refunds will be issued to the original payment method used when placing the order.

Processing Time

Once a refund has been approved, please allow approximately 5–14 business days for the funds to appear, depending on your bank or payment provider.

Original delivery charges are not refundable except where required by applicable law.

7. Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged or you receive the wrong item, please contact us as soon as possible at:

contact@try-midnight-secrets.com

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the problem.

After reviewing your request, we may offer an appropriate solution, including:

• A replacement at no additional cost;
• A refund where appropriate; or
• Another suitable resolution.

Please do not return a faulty or damaged product without first contacting us and receiving instructions from our customer service team.

8. Exchanges

If you would like to request an exchange, please contact us within 7 days of delivery.

To be eligible for an exchange, the product must be:

• Unused.
• Unwashed and uncleaned.
• Free from stains, marks and odours.
• In its original condition.
• In its original packaging where applicable.
• Free from any signs of intimate use.

For hygiene reasons, products that have already been used cannot be exchanged.

Please contact:

contact@try-midnight-secrets.com

before sending any product back.

9. Your Statutory Rights

Nothing in this Returns & Refund Policy is intended to exclude or restrict any statutory rights you may have under applicable UK consumer law.

Where your statutory rights provide greater protection than this policy, those rights will apply.

10. Contact Us

For any questions regarding returns, refunds, exchanges or your order, please contact:

Midnight Secrets
contact@try-midnight-secrets.com

Our customer service team will be happy to assist you.