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Frequently Asked Questions

Warranty, Return Policy

Assembly and Care of Products

The Secretlab TITAN Evo chairs and MAGNUS desks are available for you to experience at the UTS Red Bull Gaming Hub. Click here for more information.

* UTS Red Bull Gaming Hub is not a Secretlab reseller.

Address:
UTS Red Bull Gaming Hub
15 Broadway
Ultimo NSW 2007
Australia

Try out our chairs
AFTERSHOCK PC Australia

Try out the award-winning Secretlab TITAN Evo chair at AFTERSHOCK PC Australia.

Address:
400 Dynon Rd
West Melbourne VIC 3003

Socials:
Facebook

Entertainment Centers using our products

These cybercafes have our chairs available on selected PCs. Test Secretlab chairs extensively while having a blast gaming with high-end rigs!

* Secretlab TITAN Evo is currently not available at Guf Entertainment Centers

Guf Games Ballarat

* Not a reseller
OMEGA and TITAN available for testing.

Address:
9 Dana St
Ballarat Central
Victoria 3350

Opening Hours:
Monday to Sunday: 11:00am - 10:00pm

Rates:
$2.50 - $5/hour

Guf Games Werribee

* Not a reseller
OMEGA and TITAN available for testing.

Address:
2/86 Cottrell St
Werribee
Victoria 3030

Opening Hours:
Monday to Sunday: 11:00am - 11:00pm

Rates:
$2.50 - $5/hour

Guf Launceston

* Not a reseller
TITAN available for testing.

Address:
85 George St
Launceston
Tasmania 7250

Opening Hours:
Monday to Saturday: 10:00am - 10:00pm
Sunday: 11:00am - 5:00pm

Rates:
$2.50 - $5/hour

Contact Form

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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 our warranty cover?

Our manufacturer's warranty policy can be summarized as follows:

Our chair products come with a 3-year manufacture's warranty, which may be extended to a 5-year warranty period under our extended warranty program.
Our warranty covers the functional portions of the products only. 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.
Conditions apply to making a claim under the warranty. Secretlab reserves the right to determine whether a claim is validly made under the warranty.
Our warranty is in addition to, and does not override, other rights and remedies that you may have at law.

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, for returns made within 49 days, we do have a Return policy 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 Manufacturer’s Extended Warranty Program is only available to Secretlab TITAN Evo / Secretlab Classics* chairs.

If you have purchased a Secretlab TITAN Evo or Secretlab Classics 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.

Our warranty is in addition to, and does not override, other rights and remedies that you may have at law.

* Secretlab Classics is the official collection of our 2020 award-winning gaming chairs, which includes the Secretlab OMEGA 2020, the Secretlab TITAN 2020 and TITAN XL 2020, and all their Special Edition (SE) variants.

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

How does the Secretlab Referral Program work?

Once you have purchased a Secretlab chair/desk, 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 chair/desk 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 or desk purchase. This promotional link does not apply to purchases of the Secretlab TITAN Extra Extra Small (XXS).

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.

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