Refund policy
Returns and Refunds
If you experience any issue with your order, please contact us at info@secretrule.it.
Different return conditions may apply depending on whether the product is shipped directly by Secret Rule or manufactured and fulfilled on demand by Printful.
Right of Withdrawal
Where required by applicable consumer law, customers have the right to withdraw from an online purchase within 14 days from the date the goods are received, without giving a reason, unless a legal exception applies.
To exercise the right of withdrawal, please contact us at info@secretrule.it within the applicable withdrawal period before returning any item.
For returns due to a change of mind, the customer is responsible for the direct cost of returning the item. We do not provide prepaid return labels for change of mind returns.
Returned products must be in suitable condition and must not have been used beyond what is reasonably necessary to inspect their nature, characteristics and functioning. Where permitted by law, any loss in value resulting from excessive handling may be deducted from the refund.
Products Shipped Directly by Secret Rule
For CDs, vinyl records and other products fulfilled directly by Secret Rule, eligible returns due to a change of mind must be shipped back at the customer's expense.
Once the returned product has been received and inspected, the applicable refund will be issued to the original payment method.
Where required by applicable consumer law, the refund will also include the cost of the original standard delivery method. Any additional amount paid for a more expensive delivery option is not refundable unless required by law.
Print on Demand Products
Some Secret Rule merchandise is manufactured and fulfilled on demand by Printful.
Printful does not normally provide replacements or refunds for buyer's remorse, incorrect size selection, incorrect colour selection or other choices made by the customer.
For this reason, please check product descriptions, size guides, colours and product options carefully before placing your order.
However, these conditions do not limit any mandatory consumer rights that may apply in the customer's country.
Where a statutory right of withdrawal applies to a standard Print on Demand product, the customer is responsible for the direct cost of returning the product.
Products that are genuinely made according to the customer's individual specifications or clearly personalised may be excluded from the right of withdrawal where permitted by applicable law.
Defective, Damaged, Misprinted or Incorrect Print on Demand Products
If a Printful fulfilled product arrives damaged, defective, misprinted or different from what was ordered, please contact us as soon as possible at info@secretrule.it.
Please provide:
• your order number
• a description of the problem
• clear photographs showing the issue
Where possible, please report Printful related production or fulfilment issues within 30 days of receiving the product so that we can submit the claim to Printful promptly. This does not affect any mandatory statutory consumer rights.
If the claim is accepted, we will arrange the appropriate replacement or refund. Customers will not be required to bear costs resulting from an accepted defective, damaged or incorrect product claim.
Please do not return a Printful product before contacting us, as a physical return may not be required.
Defective, Damaged or Incorrect Products Shipped by Secret Rule
If a product fulfilled directly by Secret Rule arrives damaged, defective or incorrect, please contact us at info@secretrule.it before returning it.
Please provide your order number, a description of the issue and photographs where applicable.
Once the claim has been reviewed, we will arrange the appropriate replacement, refund or return procedure.
For accepted claims involving defective, damaged or incorrect products, the customer will not be required to bear the costs necessary to resolve the issue.
Sealed CDs and Vinyl Records
Where permitted by applicable law, the right of withdrawal does not apply to sealed audio recordings once the seal has been opened after delivery.
This may include sealed CDs and vinyl records.
Unopened eligible products remain subject to the applicable withdrawal rights.
Digital Products
For digital products or downloadable content, the right of withdrawal may be lost once downloading or access has begun, where the customer has expressly agreed to immediate delivery and acknowledged the loss of the right of withdrawal as required by applicable law.
Refund Processing
Approved refunds will be issued to the original payment method whenever possible.
We may withhold a refund for a returned physical product until we have received the goods or the customer has provided evidence that the goods have been returned, where permitted by applicable law.
Processing times after a refund has been issued may vary depending on the payment provider or financial institution.
Contact
Before returning any product, please contact us at: