This website is operated by Huan Yuntong Inc., 1500 N Grant St, Ste R, Denver, CO 80203, US.
We want you to be happy with your purchase from Silk & Secret. This Refund & Return Policy explains when and how you can return an item and receive a refund. If you have any questions, contact us at support@silkandsecret.store.
1. Hygiene and intimate products
For health and hygiene reasons, intimate products such as sex toys, lingerie, underwear and swimwear can only be returned if they are unopened, unused and in their original sealed packaging, with all tags and hygiene seals intact. We cannot accept returns of items that have been opened, used or worn, unless they are faulty or were sent to you in error.
2. Return window
You may request a return of an eligible item within 30 days of the date you received your order.
3. Damaged, defective or incorrect items
If your item arrives damaged, is defective or is not what you ordered, please email us within 14 days of delivery with your order number and photos of the item and packaging. Once confirmed, we will send a replacement or issue a full refund, including the original shipping cost, and we will cover any return shipping.
4. How to start a return
- Email support@silkandsecret.store with your order number, the item(s) you want to return and the reason.
- We will reply with return instructions and the return address.
- Pack the item securely in its original packaging and send it back. We recommend using a trackable shipping service.
Please do not send items back without contacting us first, as we may not be able to process returns we were not expecting.
5. Return shipping costs
For returns that are not due to our error (for example, if you changed your mind), the customer is responsible for return shipping costs, and the original shipping fee is non-refundable.
6. Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
7. Exchanges
We do not offer direct exchanges. If you need a different size or item, please return the original item (if eligible) and place a new order.
8. Order cancellations
If you want to cancel an order, contact us as soon as possible. If your order has not yet been dispatched, we will cancel it and issue a full refund. Once an order has been dispatched, it can no longer be cancelled, but eligible items may be returned under this policy.
9. Contact us
Huan Yuntong Inc.
1500 N Grant St, Ste R, Denver, CO 80203, US
Email: support@silkandsecret.store