Refund policy

Fola Secret Return & Refund Policy

At Fola Secret, we want you to love your jewelry and skincare purchases. If something isn't quite right, we’re here to help. Please read our return policy carefully to ensure your items are eligible for a return.

1. Return Window

We accept returns within 14 days of your order being delivered. If 14 days have passed since your purchase arrived, unfortunately, we cannot offer you a refund or exchange for a change of mind.

2. Condition of Returned Items

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Skincare & Beauty Products: Due to strict health and hygiene regulations, all skincare, lip care, and cosmetic products must be unopened, unused, and have their original safety seals perfectly intact. We cannot accept returns on beauty products that have been opened or tested.
Jewelry: Necklaces, bracelets, and rings must be unworn, free from scratches or signs of wear, and returned in their original Fola Secret pouches or boxes.

3. Non-Returnable Items

For hygiene and safety reasons, the following items are strictly final sale and cannot be returned for a change of mind:

Pierced Earrings: We cannot accept returns or exchanges on earrings once they have been dispatched.
Opened or Used Beauty Products: Any skincare or cosmetic item where the seal or packaging is broken.
Gift Cards.
Clearance Items: Products heavily discounted or marked as "CLEARNCE" at the time of purchase.

4. Faulty, Damaged, or Incorrect Items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If you receive a faulty product, a damaged item, or the wrong product entirely, please contact us immediately. We will gladly offer a full refund, store credit, or a replacement. Fola Secret will cover all return shipping costs for faulty or incorrect items.

Note: Normal wear and tear on jewelry (such as the natural fading of plating over time) is not considered a manufacturing fault.

5. Return Shipping Costs

Change of Mind: If you are returning an item due to a change of mind, you are responsible for paying your own shipping costs for returning the item. Shipping costs are non-refundable. We highly recommend using a trackable shipping service, as we cannot guarantee we will receive your returned item.
Faulty/Incorrect Items: We will provide a prepaid return shipping label.

6. How to Initiate a Return

Email Us: Contact our support team at [Insert Customer Service Email] with your Order Number and the reason for your return. If the item is damaged or faulty, please attach clear photos of the product.
Wait for Approval: Our team will review your request within 1–2 business days and provide you with a Return Merchandise Authorization (RMA) and our Australian return address.
Pack and Send: Securely pack the eligible items in their original packaging and mail them back to us.

7. Processing Your Refund

Once your return is received and inspected, we will send you an email to notify you that we have your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the goods.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., Credit Card, Afterpay) within 3–5 business days.

Need further assistance? If you have any questions about our return policy, please reach out to us at hello@folasecret.com.au — we are always happy to help!