REFUND POLICY

At Confidential, we take care to ensure every item leaves our atelier in excellent condition. As stated in our Returns & Exchange Policy, we do not accept returns. Refunds are not part of our standard practice, but will be issued in limited circumstances as described below.

1. When Refunds Are Issued

Refunds will be considered and issued only in the following situations:

Order Cancellation before Dispatch: If you cancel your order before it has been shipped, we will refund the full amount paid.
Duplicate or Erroneous Charges: If a payment error or duplicate charge occurs, we will refund the additional charge upon verification.
Damaged or Defective Items: If an item arrives damaged or defective and an exchange is not possible (for example: the same item is out of stock or the customer requests a refund), we will issue a refund after verification of the claim.
Non-Delivery: If your order is confirmed as lost by the courier and cannot be reshipped, a refund may be issued.

2. How to Request a Refund

To request a refund under the categories above, please contact our customer care team within 48 hours of delivery (or within a reasonable time after becoming aware of the issue) at:

Email: info@confidential.com

Please provide your order number, a brief description of the issue, and clear photographs (where applicable). We will review each request and may ask for additional information to verify the claim.

3. Refund Process & Timing

Once a refund is approved, we will process it to the original payment method. Refunds are typically processed by us within 7 business days. The time taken for the refunded amount to reflect in your account may vary depending on your bank or payment provider and can take an additional 3–14 business days.

4. Partial Refunds

In some cases (for example, where a discount code was used or where shipping fees are non-refundable), we may issue a partial refund. Any shipping or handling charges that were non-refundable at the time of purchase may be deducted, unless otherwise required by law.