Warranty & Guarantee

Last updated: 24.12.2025
This page explains how we handle defective items and your applicable consumer rights.

1. Statutory warranty vs. manufacturer guarantee

  • New goods are covered by a 24-month statutory warranty (legal liability for defects) from the date you receive the item. 

  • Statutory warranty is not the same as a guarantee: a guarantee is voluntary (often provided by the manufacturer) and does not limit your statutory rights. 

  • In case of a defect, the usual first step is repair or replacement. 

2. What is covered

  • manufacturing/material defects

  • malfunctions under normal intended use

  • items not matching the agreed description/quality

3. What is not covered

  • damage caused by misuse, drops/impact, liquids (if not intended), tampering, unauthorized repairs, modifications

  • normal wear and tear (e.g., scratches, coating wear, battery ageing)

  • hygiene/consumable items after opening/using (this does not affect your rights if the item is defective)

4. How to file a claim

Contact us via our contact page or email info@secretedem.com and include:

  1. order number

  2. product name

  3. issue description

  4. photo/video (if possible)

Please do not return the item without our confirmation.

5. Resolution

Depending on the case, we may offer:

  • repair or replacement

  • if not possible: refund or another agreed solution

6. Shipping in warranty cases

For confirmed cases, we handle the return/shipping process in line with statutory warranty rules. 

7. Manufacturer guarantee (if applicable)

Some brands may include an extended manufacturer guarantee (see product documentation). Your statutory rights remain unaffected.