Refund policy
Refund and Returns Policy
At Hollywood Secrets we want to resolve any problem with your order quickly and fairly.
Please tell us about a problem within 7 days
If an item arrives damaged, faulty, incorrect or not as described, please email support@hollywoodsecrets.shop within 7 days of delivery. Include your order number and photos or a short video that show the problem. Reporting quickly helps us investigate with our fulfilment partner and the carrier while the details are fresh.
This is a request, not a deadline. If you contact us later, your rights under the Australian Consumer Law, and any other consumer law that applies to you, are not affected.
Damaged, faulty or not-as-described items
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
- If an item has a major failure, you can choose a refund or a replacement.
- If the failure is minor, we may choose to repair or replace the item, or to refund you.
We may ask for reasonable evidence, such as photos, a video or the packaging, before we confirm the remedy. Where the law requires it, we will cover reasonable return postage.
Change of mind
We do not offer refunds or exchanges if you change your mind, choose the wrong item or no longer need it. The exception is where the law gives you that right (see "Customers outside Australia" below).
Missing or late orders
If your order has not arrived within the estimated delivery time, email us with your order number. We will follow it up with the carrier. If the parcel is lost, we will send a replacement or refund you.
Returns
Please contact us before sending anything back, so we can give you the return address and instructions. Items sent back without contacting us first may take longer to process. For some problems we may not need the item returned.
Customers outside Australia
If you live outside Australia, your local consumer law may give you additional rights, and we will honour them. For example:
- United Kingdom: you can cancel most online orders within 14 days of the day you receive the goods, without giving a reason. To cancel, tell us by email within that period, then return the goods within 14 days of telling us. We will refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back (or evidence that you have sent them). You pay the direct cost of returning the goods unless they are faulty or not as described. This right does not apply to some items, for example sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
- New Zealand: the Consumer Guarantees Act applies to goods you buy from us.
Refunds
Approved refunds are made to your original payment method. How long the money takes to appear depends on your bank or payment provider.
Your rights
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law, or under any other law, that cannot lawfully be excluded.