Refund, Cancellation & Exchange Policy

Refund, Cancellation & Exchange Policy

At Haya Secrets, your satisfaction is our priority. Please read our policy carefully before placing an order.

1. Cancellations

Orders can be cancelled before they are dispatched. To cancel your order, please contact us immediately via WhatsApp or email at hayasecretspk@gmail.com.

Once an order has been dispatched, it cannot be cancelled. In such cases, you may request an exchange upon delivery.

2. Exchange Policy

We offer exchanges on eligible items within 3 days of delivery. To be eligible for an exchange, the item must be:

  • Unused and unworn
  • Unwashed and unaltered
  • In its original packaging with all tags intact

To initiate an exchange, contact us via WhatsApp with your order details and reason for exchange. Our team will guide you through the process.

3. Non-Exchangeable Items

The following items are not eligible for exchange:

  • Items purchased during a sale or promotional offer
  • Items that have been used, washed, or damaged after delivery
  • Items without original packaging or tags
  • Intimate wear (panties) for hygiene reasons

4. Refund Policy

Since we operate on a Cash on Delivery (COD) basis, direct refunds are generally not applicable. However, in the rare case of a defective or incorrect item being delivered, we will:

  • Replace the item at no additional cost, or
  • Offer store credit for a future purchase

Refund requests due to defective or wrong items must be reported within 24 hours of delivery with photo evidence sent via WhatsApp.

5. Defective or Wrong Items

If you receive a defective or incorrect item, please contact us immediately at hayasecretspk@gmail.com or WhatsApp with:

  • Your order number
  • A clear photo of the item received
  • A description of the issue

We will resolve the issue as quickly as possible.

6. Exchange Shipping

Customers are responsible for shipping costs when sending items back for exchange. However, if the exchange is due to our error (wrong or defective item), Haya Secrets will cover the shipping cost.

7. Contact Us

For any queries regarding refunds, cancellations, or exchanges, reach out to us:

Last updated: May 2026