Refund policy

Return and Refund Policy

Last updated: July 27, 2026

Thank you for shopping at Heavenly Secret. We want you to love your purchase — but if something isn't right, we're here to help.

This policy applies to natural crystal bracelets purchased through our website.

1. Returns

1.1 Return Eligibility

1.2 Return Window

You must contact us within 14 days from the shipment date (the date your order is dispatched) to request a return. If the 14th day falls on a weekend or public holiday, the deadline will be extended to the next business day. Requests submitted after this period may not be accepted.

1.3 Return Conditions

To be eligible for a return, items must be:

• Unused, unworn, and in original condition

• In the original packaging

• Accompanied by all tags and accessories

1.4 Non-Returnable Items

The following items cannot be returned:

• Items returned after the 14-day window

• Items that have been used, worn, or damaged after delivery by the customer, except for a verified defect or verified transit damage

• Items with missing or damaged original packaging

• Items returned due to "change of mind" (e.g., "don't like it", "not as expected")

• Natural variations in color, pattern, inclusions, texture, or size that are inherent to the bracelet's stated materials

1.5 Return Shipping

• Return shipping costs are paid by the customer

• For an approved standard return, original shipping fees are non-refundable. If we issue a full refund for a verified defective or transit-damaged item, the refund includes the original shipping fee paid for that order.

• We recommend using a trackable shipping service. We are not responsible for lost or missing return packages

• If the return is due to a product defect, return shipping costs will be covered by us

1.6 International Returns

For international returns, please note that:

• You are responsible for any customs duties, taxes, or fees associated with the return shipment

• The return address will be provided upon approval of your return request

1.7 Refund Process

1. Contact us with your order number and reason for return

2. We will review your request and provide the return address

3. Ship the product back and share the tracking number with us

4. Once we receive and inspect the returned item, we will process your refund within 7 business days

5. Refunds will be issued to your original payment method

1.8 Refund Amount

• For an approved standard return, the refund equals the product purchase price and excludes original shipping. For a verified defective or transit-damaged item, a full refund includes the original shipping fee paid for that order.

• If a discount code was used, the refund is based on the actual amount paid

• Customer-paid return shipping for an approved standard return is not refunded. For a verified defective or transit-damaged item, Heavenly Secret covers the applicable return shipping cost.

• No restocking fee applies to any return

1.9 Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 7 days of receiving your order with clear photo evidence. After verification, we will arrange a replacement or full refund at no additional cost to you.

2. Exchanges

We offer a replacement for a verified manufacturing defect or verified transit damage. You may choose a full refund instead, as described in Section 1.9.

• Contact us within 7 days of receiving your order with photo evidence

• Once verified, we will cover the shipping costs for the exchange

• We do not offer exchanges for "change of mind" or size preference — please refer to our return policy instead

3. Quality Concerns

If you have any concerns about the quality of your item, please reach out to us within 7 days of receiving your order.

• Provide your order number, clear product photos, and a brief description of the issue

• We will respond with a solution within 7 business days

4. Contact Us

For any return or refund questions, please contact us:

ZQH International Trade Limited
(trading as Heavenly Secret)

Email: heavenlysecret9@gmail.com

Address: Room B53, 2/F, Phase 1, Kwai Shing Industrial Building, 36-40 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong

Quick Reference

Note: This policy may be updated from time to time. Please refer to this page for the most current version.