Refund and Cancellation Policy
Cancellation
Certain products are exempt from being canceled or refunded these products include online courses, items on sale, downloadable software, e-Books, and downloadable frequencies. Products that have been opened or used can also not be returned. Once a product seal is broken the products energetic potential and integrity is compromised.
In relation to Hydrolux once you use the device the membrane may be contaminated by your water supply. For this reason we do not accept returns on units that have been used unless the unit is malfunctioning.
Products not included in these categories must be canceled at a maximum of 24 hours after purchase. All cancellations must be made prior to this window or restocking fees will apply.
Products that are damaged during shipping or defective must be returned for exchange or refund at a maximum of 14 days after arrival.
Refunds
When a refund is granted you will be provided with shipping instructions to return the item. Once your item is received and inspected, we will send you an email to notify you that we have received your returned item and began processing your refund.
Refunds will automatically be applied to your original method of payment minus the shipping and restocking fee for the item(s) purchased. You must contact support before shipping back an item.
There may be processing time before a refund is posted back to your account. Please allow up to two weeks to allow this process to be complete.
Exchanges
Exchanges are available for damaged and defective products. Products can be exchanged for the same product only. If you need to process an exchange contact us via the support link found at the base of our site.
You will be responsible for shipping costs for returning your item as shipping costs are non-refundable. In the event of a refund the shipping cost will be debited from the total amount.
Depending on your location, the time it may take for your exchanged product to reach you may vary.
If you are returning an item with a value over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Lost or Stolen Packages
Secret Energy is not responsible for lost or stolen packages. Once your tracking notification has been generated and the package has been picked up from our distribution warehouse all issues will fall on the carrier purchaser.
The carrier will generally determine if your order can be left in a safe secure place at your delivery address. If you believe your package may have been lost or stolen, please contact your local USPS or applied shipping agency to resolve the issue.
You can visit this web address for more ways to fix this issue: https://www.usps.com/help/missing-mail.htm
International Orders and Customs
Import Taxes
All order from Secret Energy are shipped from the United States. You may have to pay import taxes and/or customs duties in your local country to obtain our products. You may also be required to pay a brokerage (handling) fee for the shipment based on your own countries laws.
These charges are separate from your shipping charge and you may be billed directly for them by your customs office before you can retrieve your package. Secret Energy is not responsible for these charges and the return or destruction of the package(s) if you refuse to pay these duties.
Declaration of Value
Due to International laws, Secret Energy states the full value of your order on the shipping label with no exceptions.
We will indicate the quantity of all the products ordered along with the following product description; “Natural Products for Personal Use.”
Customs
Secret Energy will not be liable for packages refused or held by customs for delivery. We request that you contact your local customs office and ask about import regulations and restrictions before placing your order.
It is important for you to become familiar with your Customs policies for your specific country before ordering. Customs regulations differ by country and not knowing these laws can result in your products incurring high import duties, being delayed in delivery, being returned, or even destroyed.
Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed.
Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will issue a refund if applicable as follows. First and foremost we must receive the undamaged and unopened product(s) back in our warehouse. Note: Customs may damage or destroy the products and in this case no refund will be issued. You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges we incur during shipping, such as warehousing fees, return postage fees, etc.
If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s).
Refunds will not be issued until the returned packages are physically in our warehouse. To avoid these type of issues, which can be grievous for all parties involved, please check your local customs office first.
