Return & Refund Policy

1. General Policy

At My Secret Santa, we strive to ensure that every customer is completely satisfied with their purchase. If for any reason you are not happy with your order, you may request a return or refund under the terms outlined below.

This Return & Refund Policy applies to all purchases made through www.mysecretsanta.shop.

2. Return Eligibility

We offer a 30-day return guarantee from the date of delivery. To be eligible for a return, the following conditions must be met:

The item must be unused, unworn, and in the same condition as received.
The product must be returned in its original packaging, with all labels, accessories, and documentation included.
Proof of purchase (order number or confirmation email) must be provided.

Items that are damaged due to misuse, wear, or negligence will not be accepted for return.

3. Items Not Eligible for Return

Certain products cannot be returned for hygiene or seasonal reasons, including:

Personalized or custom-made products.
Gift sets or clearance items marked as final sale.
Seasonal products or limited-edition holiday items.

Such exclusions will always be clearly stated on the product page before purchase.

4. How to Initiate a Return

To initiate a return, please contact our customer service team at info@mysecretsanta.shop within 30 days of delivery.

Our team will provide you with a return authorization and detailed instructions on how to ship your item back.

Items returned without prior authorization will not be accepted or refunded.

Please note that the customer is responsible for the cost of return shipping unless the item was received defective or incorrect.

5. Inspection and Approval

Once your returned package is received and inspected, you will be notified via email.

If your return is approved, your refund will be processed to the original payment method within 7 business days.

You will receive an email confirmation once the refund has been issued.

If the returned item does not meet the eligibility criteria, we may reject the return and send the item back to you.

6. Refunds

Approved refunds are always credited back to the original form of payment used at checkout.

Refunds will cover the full cost of the product only. Shipping costs are non-refundable unless the product was faulty or incorrectly delivered.

We do not charge any restocking fees or administrative costs for approved returns.

If your refund has been approved but you have not received it within the stated timeframe, please contact your bank or credit card company, as processing times may vary.

7. Exchanges

We currently do not offer direct exchanges. If you wish to receive a different size, color, or product, please return your item for a refund and place a new order through our website.

8. Damaged or Defective Items

If you receive a defective, damaged, or incorrect product, please notify us within 7 days of delivery at info@mysecretsanta.shop.

Include your order number, a description of the issue, and clear photos showing the defect.

Once verified, we will arrange a replacement or full refund, including shipping costs.

9. Late or Missing Refunds

If you have not received your refund within 7 business days after approval:

Check your bank or credit card account again.
Contact your credit card provider, as official posting may take additional time.
If you have done all of this and still have not received your refund, please reach out to us directly at info@mysecretsanta.shop.

10. Responsibility During Return Shipping

You are responsible for ensuring that the returned package reaches us safely. We recommend using a trackable shipping service or purchasing shipping insurance.

My Secret Santa cannot be held responsible for returns lost or damaged during transit.

11. Contact Information

For any questions or assistance regarding returns or refunds, please contact our support team:

Email: info@mysecretsanta.shop

Phone: +1 307 400 8272

We aim to respond to all return-related inquiries within 24 to 48 hours.