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Frequently Asked Questions

Warranty, Return Policy

Assembly and Care of Products

Contact Form

We have partners in Malaysia that use our chairs and if you'd like to try our products, please reach out to us via our contact form. Our support specialists will be able to help.

What is your question about?

General Enquiry

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Business / Press Enquiry

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Order and Payment Enquiry

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Delivery and Shipping Enquiry

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Warranty Enquiry

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Cancellation, Return Enquiry

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Promotional, Corporate and Loyalty Programs

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Thank you for your interest to purchase our products!

Unfortunately we're not able to ship to every destination around the world at the moment, but we're working hard to expand our reach.

To find out more about, please view our International Register Interest page for more details.

Thank you for your interest to purchase our products!

For personal bulk orders, please view our Personal Bulk Orders page.

For corporate bulk orders, please view our Corporate Orders page.

What does your warranty cover?

Our warranty policy can be summarized as follows:

Up to 5-years warranty on all functionality portions of the chair. Aesthetic defects and damage due to misuse of the chair are not covered.
Submit a warranty claim via our Contact Form with image/video attachments of relevant affected area.
Secretlab reserves the final right in determining if a benefit under the warranty can be claimed.

Read our full warranty statement here

I have received my order. Can I exchange it for a different variant or model?

We do not offer exchanges for our products at the moment. However, we do have a Return policy in place which you may refer to for more information.

What do I do if I face an issue with my purchase?

In the unlikely event that you encounter any damaged, defective or missing parts, please drop us a ticket on our Contact Form with photos of the affected area and your order number. Our support specialists will do their best to assist you.

How do I extend my warranty?

The Secretlab 5-Year Extended Warranty Program is only available to Secretlab 2022/2020 series chairs.

If you have purchased a Secretlab TITAN Evo 2022 or 2020 Series model, simply post a photo of your new chair on social media — including Facebook, Instagram, Twitter, Reddit, YouTube or Twitch — with the hashtag #secretlab. Make sure your post is set to public, and then submit the post URL on our Warranty Extension page.

You should receive an email update within 5 working days.

My issue is not addressed above. Continue to Support Form.

How does the Secretlab Referral Program work?

Once you have purchased a Secretlab chair, you (the Advocate) will receive an email approximately 2 weeks after delivery, inviting you to join the Secretlab Referral Program.

Upon registering, you will receive your unique referral link, which you can then share with up to 2 Friends. Don’t hesitate to share your link, especially when you have friends that are in need of award-winning comfort.

When your Friend signs up for an account and makes a purchase via your link, they will receive a discount on their first order.

Once your Friend’s order has been successfully processed, you will receive an email with an Accessories Store Code that entitles you to either a FREE Secretlab Leather or Fabric Cleaner.

How many Friends can I refer?

You may refer up to 2 Friends.

What do I get for referring 2 Friends?

A FREE* Premium Secretlab Upholstery Cleaner of your choice.

Are there any restrictions to the referral program?

You (the Advocate) can invite two Friends who are new customers to Secretlab.

Each Friend (the referred customer) must have a different name, email address, billing and shipping information (including but not limited to address, phone numbers, payment method) from the Advocate.

For you (the Advocate) to qualify for the reward, your Friends must use your unique referral link and spend on a chair purchase. This promotional link does not apply to our Accessories Store.

Do note that the Secretlab Referral Program discount cannot be used in conjunction with any promotions or during a sale period.

Secretlab will review all referrals and may suspend or terminate the Referral Program or a user’s ability to participate in the Referral Program at any time, for any reason.

Is there any validity or expiry date on the referral links?

No, there is no expiry date.

Someone forwarded me a referral link. How do I use it?

Simply paste the unique URL in your browser bar, and the discount will be automatically reflected at checkout.

Can the referral link be used across different stores, example in both United States and Singapore stores?

The referral link can only be used in the same store that the Advocate is registered in. For example, if the Advocate made a purchase at the EU store, the referred Friends can only use the referral link within the EU store.

How long does it take to receive the Leather or Fabric Cleaner?

After the Friend's purchase is approved, you will receive an email notifying you of the successful transaction and how to redeem your free Secretlab Upholstery Cleaner. Shipping times vary depending on the region you are in.

Can the Leather or Fabric Cleaner be returned or refunded?

No, they are non-refundable and non-returnable. They are our way of saying thank you for referring two friends but they cannot be refunded once sent.

Is there any validity or expiry date on Secretlab Accessories Store FREE* upholstery cleaner code?

There is no expiry date.

My issue is not addressed above. Continue to Support Form.

Contact Information

Name

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Order Number

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For verification purposes, please provide the information used to place the order so we can locate it.

Please check this box if you are not the original purchaser. Please check this box to change the recipient's details. Please check this box if you are not the original purchaser / or if you have updated your address.

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Select a Product Type

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When did you receive your product?

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Did you retain the order's original packaging?

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Serial Number (Seatbase/Backrest)

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Serial Number (Assembly Manual)

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Chair models / Upholster Design / Quantity

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Contact

We're here to assist you.

Frequently Asked Questions

Warranty, Return Policy

Assembly and Care of Products

Contact Form

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