If you’re thinking about buying a Secretlab chair, understanding the Secretlab return policy is a smart first step. It gives you peace of mind, knowing the options available if your new chair isn’t the perfect fit for you. This guide breaks down everything you need to know, from unboxing to initiating a return, in simple, clear terms.
We’ll cover the warranty, the return window, and the condition your chair needs to be in. You’ll also learn about the process for refunds and any potential costs involved. Our goal is to make this information easy to find and understand, so you can shop with confidence.
Secretlab Return Policy
The core of the Secretlab return policy allows you to return products within 14 days of delivery. This applies to most items purchased directly from the Secretlab website. It’s designed to give you a reasonable amount of time to assemble the chair and test it out in your own space.
However, there are important conditions. The product must be in its original, like-new condition. It also needs to be repackaged in its original packaging with all included parts and manuals. Secretlab does not accept returns for products that are used, damaged, or missing components.
What Items Are Eligible for Return?
Most items you buy from Secretlab’s official store qualify for the 14-day return policy. This includes:
- Secretlab gaming chairs (all series)
- Secretlab desks and desk accessories
- Secretlab Magnus metal desk
- Replacement parts ordered separately
- Accessories like armrest tops and lumbar pillows
What Items Are NOT Eligible for Return?
For hygiene and safety reasons, some items cannot be returned once opened. Always check the product page for specific details, but generally, these are non-returnable:
- Opened and/or used chair upholstery (like SoftWeave or NEO Hybrid leatherette skins)
- Customized products or special collaboration items marked as final sale
- Products purchased from third-party retailers (you must contact that retailer)
- Gift cards
The Condition Requirement: “Like-New”
This is the most critical part of the policy. “Like-new” means:
- No signs of wear, scratches, or stains.
- All protective films and coverings are still in place.
- The product has not been assembled with tools (if possible) or shows no tool marks.
- All original tags, manuals, and parts are present and undamaged.
If the product shows any use, Secretlab may reject the return or deduct a significant fee from your refund to cover the loss in value. It’s essential to be careful during your inspection.
Understanding the 14-Day Window
The clock starts ticking the day your order is delivered. It’s not 14 business days; it’s 14 calendar days. Weekends and holidays count. To be safe, initiate the return process well before the 14th day. Don’t wait until the last minute, as processing the request itself can take a little time.
Step-by-Step Guide to Initiating a Return
Follow these steps carefully to ensure your return is processed smoothly and without delay.
Step 1: Prepare Your Product
Before you even contact support, get your product ready. Disassemble the chair or desk carefully, if you’ve put it together. Try to avoid causing any scratches or marks. Gather all the original packaging materials, including the cardboard box, foam inserts, plastic bags, and all small parts. Having everything organized makes the next steps faster.
Step 2: Contact Secretlab Support
You must start the return by contacting Secretlab’s customer support. You cannot just ship the item back. Here’s how:
- Go to the Secretlab website and visit the Support page.
- Use the contact form or find the live chat option.
- Provide your order number and the reason for the return.
- Clearly state that you wish to initiate a return under the 14-day policy.
Step 3: Follow Instructions from Support
The support team will review your request and, if approved, send you detailed instructions. This will include:
- A Return Merchandise Authorization (RMA) number. This is crucial—never ship without it.
- The return shipping address.
- Any specific packing requirements.
- Information on who covers the return shipping costs (this varies).
Step 4: Pack and Ship the Item
Pack the item exactly as you received it. Use all the original packaging. Securely attach the provided RMA label to the outside of the box. It’s a good idea to take photos or a video of the fully packaged box before you hand it to the courier, just for your records. Keep your shipping receipt and tracking number safe.
Step 5: Wait for Processing and Refund
Once Secretlab receives your return, their warehouse team will inspect it. This inspection verifies the “like-new” condition. If everything checks out, they will process your refund. The time it takes for the refund to appear in your account depends on your bank or payment method, but it typically happens within 10 business days after approval.
Secretlab Warranty vs. Return Policy
It’s important not to confuse the return policy with the warranty. They serve two different purposes.
The Return Policy (14 Days)
This is for change-of-mind returns. You simply decide the product isn’t right for you. It’s a short-term safety net for your purchase.
The Secretlab Warranty (3 to 5+ Years)
This is a long-term guarantee against defects in materials and workmanship. If your chair frame breaks or your mechanism fails under normal use after the return window has closed, the warranty kicks in. Secretlab offers industry-leading warranties, often 3 years for the chair and 5 years for the frame. The warranty does not cover damage from accidents, misuse, or normal wear and tear on upholstery.
How to Make a Warranty Claim
If you have a problem months or years later, you’ll go through a warranty claim, not a return. Contact support with your order details, photos or video of the issue, and they will guide you through troubleshooting and potential parts replacement.
Frequently Asked Questions (FAQ)
Who pays for return shipping?
Typically, the customer is responsible for the cost of return shipping unless the return is due to a Secretlab error (like they sent the wrong item) or a defective product. The support team will confirm this when you initiate your return. Return shipping can be expensive due to the size and weight of the boxes, so factor this into your decision.
Can I return a Secretlab chair I bought from Amazon?
No. Purchases from third-party retailers like Amazon, Best Buy, or other stores are subject to that retailer’s return policy. You must contact Amazon’s customer service directly to handle any returns or issues with an order placed on their platform.
What if my chair is defective out of the box?
If there’s a manufacturing defect, contact Secretlab support immediately. They will likely offer a replacement part or a full replacement chair. In many cases, for defective items, they will cover the shipping costs for the return or send you the necessary parts for free under warranty.
How long does a refund take?
After Secretlab receives and approves your return, refunds are usually processed within 10 business days. However, the time it takes for the funds to show up in your credit card or PayPal account can vary depending on your financial institution. Be patient, as it can sometimes take a full billing cycle.
Can I exchange my chair for a different model or size?
Secretlab’s policy is primarily for returns and refunds, not direct exchanges. The standard process is to return your original chair for a refund and then place a new order for the different model or size you want. This ensures you get the full refund for the first chair and can use those funds for the new purchase. Always confirm the current procedure with support, as policies can evolve.
What if I’m missing the original box?
Having the original box is a strong requirement for returns. If you’ve discarded it, your return may not be accepted. If you think you might return the chair, it’s highly recommended to keep the box and all packaging for at least the 14-day period. Without it, you risk having your return rejected or facing hefty repackaging fees.
Tips for a Hassle-Free Experience
Inspect Thoroughly Upon Delivery
When your chair arrives, inspect the exterior of the box for major damage before you accept it. Once inside, unpack carefully and check every component against the parts list. Look for scratches, dents, or fabric flaws before you assemble anything. Catching a shipping issue early makes the process much simpler.
Assemble on a Soft Surface
To avoid scratches and keep the chair in “like-new” condition during your trial, assemble it on a carpet or lay down a soft blanket. This protects the finish and makes it easier to return if needed.
Keep Everything
Do not throw away anything that comes in the box. This includes plastic bags for screws, cardboard separators, foam blocks, and the main shipping box. Store it all safely for at least two weeks.
Document Your Communication
Save all emails from Secretlab support and note down details of any chat conversations. Having a record of your RMA number, approval, and instructions is very helpful if any questions arise later.
Common Reasons for Return Denial
To avoid disappointment, be aware of why returns are often denied:
- Used Upholstery: Even a few days of use can leave impressions on the seat foam or subtle marks on the fabric.
- Missing Packaging: No original box or damaged packaging often leads to a rejected return.
- Assembly Marks: Overtightening screws or using incorrect tools can leave visible marks on bolts or parts.
- Past the 14-Day Period: The deadline is strict. Contacting support on day 15 usually means you’re outside the policy.
- Purchased from Unauthorized Seller: Secretlab cannot handle returns for chairs bought from unofficial sources.
Final Thoughts on the Policy
The Secretlab return policy is fairly standard for large, direct-to-consumer furniture items. The 14-day window is reasonable, but the strict “like-new” condition requirement is the key point to understand. It’s not a trial period for extensive use; it’s a chance to verify size, comfort, and build quality in your home.
By following the steps outlined—keeping all packaging, inspecting carefully, and contacting support within the window—you can navigate the process smoothly. Remember, the extensive warranty is there for long-term support, while the return policy is your short-term safety net. Knowing the difference helps you make the most of both protections for your investment.
Always double-check the official Secretlab website for the most current policy information, as details can change. Their support team is the final authority on any return or warranty case, so clear communication with them is your best path to a satisfactory resolution.