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At Top Secret Store, we take great care in selecting and offering high-quality professional beauty, skincare, haircare, and body care products. If your order isn’t quite right, we’re here to support you — clearly and fairly.

1. Right of Withdrawal (14 Days)

As an EU-based customer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To be eligible for a return:

  • Products must be unopened, unused, and sealed in their original packaging.
  • Due to hygiene and health protection reasons, we cannot accept returns of cosmetics, skincare, haircare, body care, or other hygiene-sensitive products if they have been opened, used, tested, or unsealed.
  • You must notify us of your decision to return the products within 14 days of receiving your order.
  • After notifying us, the products must be returned within 14 days.

2. How to Request a Return

To request a return, please contact us at:

topsecret.store.at@gmail.com

Please provide the following information:

  • Your full first and last name as stated on the order
  • Your order number
  • The product(s) you would like to return
  • Reason for the return (for example, “damaged product” or “incorrect item received”)
  • Photos if the product arrived damaged, defective, or incorrect

Please note that we may not be able to start processing your return request until all necessary information has been provided.

After reviewing your request, we will contact you with further instructions regarding the return.

3. Return Shipping

Unless the product is damaged, defective, or incorrect, the customer is responsible for the cost of returning the product.

We recommend using a trackable shipping service, as we cannot be responsible for returned parcels that are lost or damaged during transportation.

Please do not send products back before contacting us and receiving the necessary return instructions.

4. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible at topsecret.store.at@gmail.com.

Please include your order number and clear photos showing the issue.

Once we have reviewed the information, we will inform you about the next steps and, where applicable, arrange a replacement or refund.

5. Non-Returnable Products

For hygiene and health protection reasons, we cannot accept returns of products that:

  • Have been opened or used
  • Have had their original seal removed or broken
  • Are no longer in their original condition
  • Cannot be resold for hygiene or health protection reasons after being unsealed

This applies in particular to cosmetics, skincare, haircare, body care, and other personal care products where the original protective seal or packaging has been opened.

Your statutory rights regarding defective, damaged, or incorrectly supplied products remain unaffected.

6. Refunds

Once we receive and inspect your returned products, we will notify you about the status of your refund.

If the return is approved, the refund will be issued using the same payment method used for the original purchase, unless otherwise agreed.

We may withhold the refund until we have received the returned products or until you provide proof that the products have been sent back, whichever occurs first.

The refund includes the purchase price and, where required by applicable law, the cost of standard delivery. Additional costs resulting from choosing a more expensive delivery method are not refundable.

Depending on your bank or payment provider, it may take several business days for the refunded amount to appear in your account.

7. Exchanges

If you would like to exchange a product, please contact us at topsecret.store.at@gmail.com.

Depending on product availability and the circumstances of the return, we will let you know whether a direct exchange is possible or whether the original product should be returned and a new order placed.

8. Contact

If you have any questions regarding returns or refunds, please contact us:

Top Secret Store

Email: topsecret.store.at@gmail.com

We will be happy to assist you with your request.