Hey, Roman here. Quick note about returns.
My official return window is 30 days from the day you receive your item.
If it’s been more than 30 days, I normally can’t offer a refund, but I can usually still help with an exchange.
Real life happens though. If you’re a bit late, email me anyway. If it’s within a reasonable timeline and the item is in good shape, I’ll do my best to make it work.
Start a return or exchange
Include your order number (or proof of purchase) and email me at askus@mysecretwoods.com.
Refunds
Once your return arrives, I’ll inspect it and email you to confirm I received it, plus whether your refund is approved.
If approved, your refund will be sent back to your original payment method. Banks can take a few business days to post it.
Refund taking too long?
• Recheck your bank account.
• Contact your credit card company (posting can take some time).
• Contact your bank (they can often see pending refunds).
Exchanges (damaged or defective)
I only replace items if they arrived defective or damaged. If that’s your situation, email me at askus@mysecretwoods.com
and I’ll take care of you.
Sending an item back
If I ask you to send an item back, please use regular post only (no private couriers like UPS).
Include a note inside the package with your name and order number so I can identify it quickly.
Customs notes (please do this)
On the outside declaration, write $0 - returned item. Mark the package as Canadian goods returned. No need to insure the package.
Return address
Roman K.
Secret Wood Inc.
701-1288 Broughton St
Buzz 9701
Vancouver, BC
Canada V6G 2B5
Shipping costs
Return shipping is paid by the customer and is non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund.
Depending on where you live, exchange delivery time may vary, but I’ll ship your replacement as soon as it’s ready.
