Returns, Exchanges & Refund Policy
At Cleopatra Perfumes, your satisfaction is central to everything we do. While fragrances are deeply personal, we have outlined the policy below to ensure clarity, fairness, and transparency in the event of a return, exchange, or refund. This policy is aligned with WooCommerce best practices and South African consumer regulations.
For assistance, please contact us at sales@cleopatraperfumesza.co.za.
ELIGIBILITY FOR RETURNS & EXCHANGES
To qualify for a return or exchange, all of the following conditions must be met:
• Items must be sealed, unused, and in their original packaging
• Products must be returned in the same condition as received
• Requests must be made within 7 days of delivery
• Proof of purchase (order number) must be provided.
To initiate a return or exchange, please email sales@cleopatraperfumesza.co.za with your order number and request details.
COSTS FOR RETURNS & EXCHANGES
RETURNS (REFUNDS)
• A handling fee of R150 plus 10% of the total refund value will be deducted from the approved refund
• All items related to the order, including promotional gifts or free items, must be returned
• Shipping fees are non-refundable
EXCHANGES
• A handling fee of R150 will be charged for approved exchanges
• Payment of the handling fee is required before the exchange is processed
• Only one exchange is permitted per order
• Promotional gifts or free items are not eligible for exchange
PROMOTIONAL & BOGO ORDERS
Orders placed as part of a promotion, including but not limited to Buy One Get One (BOGO), Buy 3 Get 1 Free, or “Choose Any 4 – Cheapest Free”, are subject to the following conditions:
• The free item will always be the lowest-priced eligible item in the order
• Promotional discounts are applied automatically at checkout and have no cash value
• Promotional or free items may not be exchanged or refunded individually
RETURNS INVOLVING PROMOTIONS
• If an order containing promotional items is returned, all items associated with the promotion must be returned
• If only part of a promotional order is returned and the promotion conditions are no longer met, the refund amount will be adjusted accordingly
• The value of the free or discounted item may be deducted from the refund
• Promotional gifts must be returned in unused and sealed condition for any refund to be considered
WHY ARE HANDLING FEES APPLIED?
Shipping and handling fees cover the logistical costs of delivering, collecting, inspecting, and managing returned or exchanged products. Due to hygiene and quality standards, returned fragrance products cannot be resold.
REFUND PROCESS
Once returned items are received, they will undergo a quality inspection. Should any concerns arise, we will contact you directly.
Upon approval:
• Refunds will be processed within 3 business days
• Refund timelines may vary depending on the payment gateway or banking institution
• If additional banking details are required, you will be contacted
NON-REFUNDABLE & NON-EXCHANGEABLE ITEMS
The following items are strictly excluded from returns or exchanges:
• Items that are unsealed, used, damaged, or missing components
• Products not returned in original packaging or condition
• Sale or discounted items (only full-priced items qualify)
RIGHT OF REFUSAL
Cleopatra Perfumes reserves the right to refuse returns, exchanges, or refunds that do not meet the criteria outlined in this policy, in accordance with applicable law.
CONTACT US
For any questions or assistance regarding returns or refunds, please contact us via:
WhatsApp: 072 033 5424
Email: sales@cleopatraperfumesza.co.za