Returns & Refund

Cancel an order at any time prior to shipment

Most new, unopened items may be returned within 14 days of delivery for a full refund. The return shipping costs will be paid by us if you received a defective or incorrect item, etc. Please expect to receive the refund within four weeks from returning your package to our shipper. In most cases a refund will be received more quickly.

Please email us indicating your order number and details about the merchandise to be returned. You will quickly receive information on how to return items from your order.

Return promotional or sale items for a refund

Our promotional sales (most notably Black Friday & Cyber Monday) are final and these orders may not be returned or refunded. Any other promotion will detail the return policy in any related announcement by e-mail and/or social media.

Make a return or exchange

You may return products ordered on cleopatrasecret.eu within 14 days after delivery, if the product does not meet your expectations or is damaged in transit. The returned product must be unopened, in its package, and therefore in a resellable condition.

Send your package to the following address:

Pure Line Esthetic and Health Organic Products GmbH

Metzer Str. 3

13595 Berlin, GERMANY

All returns of orders or products from an order that receives a gift with purchase must be returned with the unopened, unused gift with the devolution. We will start processing your return or exchange request as soon as we receive your item(s). We will inspect all returns to ensure your item(s) are in their original condition and do not show any signs of use. We’ll send you an email when your return or exchange is complete.

Return or cancel a purchase made from a retailer

Online merchandise may not be returned or exchanged at any other retail store. Similary, merchandise purchased in a retail store may not be returned or exchanged online. We invite you to contact the point of sale where the purchase was made directly.

Reimbursement

You may return your items within 14 days, if all or part of the order is not what you expected. All returns must be in their original condition in their original packaging without having been used, along with the gifts sent with the order, if applicable. Refunds will be made an average of 30 days following receipt of your package. Your refund will be processed and a credit will be automatically applied to your credit card or original method of payment. Shipping costs incurred for product returned will not be refunded.

Return shipping fees

Should the returned item not be a result of our error the return shipping costs are the liability of the customer. The refund will exclude shipping charges incurred upon returning a product or shipping charges already paid for.

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