Refund policy

This Cancellation and Refund Policy explains how you can cancel an order, return a piece or request a refund for purchases made on publicsecretofficial.com (the "Platform"), operated by Pinestone Trade Ltd. under the brand name Public Secret ("we", "us", "our").

Order Cancellation

Orders can only be cancelled or modified before they are processed for shipping. Since orders are generally dispatched within 24 hours, please email us at publicsecretco@gmail.com as soon as possible if you need to make a change.

Once an order is in the shipping process, cancellation is not possible. You may still return eligible items within 7 days of delivery, as explained below.

Returns

We hope you love your Public Secret piece. If you need to make a return, you may return eligible items within 7 days of delivery. Once 7 days have passed, we are unable to offer a return or refund of any kind.

Eligibility

To be eligible for a return:

  • The item must be unused, unaltered and in perfect condition
  • All original packaging, the dust bag and tags must be included
  • Items purchased on sale may not be eligible for a return
  • Certain product categories may be exempt from returns; these will be identified to you at the time of purchase

How to Start a Return

Email us at publicsecretco@gmail.com with your order number and the item(s) you wish to return. We will send you a prepaid return label and instructions.

Return Postage Fees

The cost of the prepaid return label is deducted from your refund, based on your location and the number of items returned:

  • UK and EU: €25
  • Non-EU Europe, Middle East and USA: €35
  • India, Hong Kong and China: €15
  • Rest of the World: €35–€50, depending on destination

Exchanges

We do not offer exchanges at the moment. If you would like a different piece, please return your item for a refund and place a new order.

Damaged, Faulty or Incorrect Items

Damaged or Faulty Items

If you receive a damaged or faulty item, please contact us at publicsecretco@gmail.com within 2 working days of delivery, including:

  • Your order number
  • Clear photos or video in good lighting showing the front, back, sides, bottom and interior of the item
  • Close-up images or video of the specific area of concern
  • A brief description of the issue

Our team will review your request and contact you with next steps.

Item Not as Described

If the item you receive does not match the listing on our website, please let us know within 24 hours of delivery. Our team will look into your complaint and take an appropriate decision.

For approved claims of damaged, faulty or incorrect items, no return postage fee will be deducted from your refund.

Inspection and Approval

Once your return reaches our warehouse, it will be inspected. If it is approved after our quality check, we will email you to confirm that your refund has been issued.

Refunds

Please allow up to 7 business days from the time your return reaches our warehouse for it to be processed. Refunds are issued to your original payment method. Your bank or card provider may take additional time to show the credit in your account.

Deductions from Your Refund

  • The return postage fee applicable to your location
  • Duties and taxes, for regions where these are non-recoverable

Contact Us

We reply to all emails within 24 working hours.

  • Email: publicsecretco@gmail.com
  • Hong Kong: Pinestone Trade Ltd., Flat/RM 185 G/F, Hang Wai IND. Centre, No.6 Kin Tai St., Tuen Mun, NT, Hong Kong · +852 9296 8986
  • India: Pinestone Co, A-171, Sobha Magnolia, Bannerghatta Road, Bangalore – 560029 · +91 99728 07981