Refunds and Returns

First of all, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a “thank you!” We promise to do our very best to deliver an amazing product and customer experience.

Anyhow, you may cancel an order at any time prior to shipment. You may return most new, unopened items within 14 days of delivery for a full refund. We’ll also pay the return shipping costs if you received an incorrect or defective item, etc.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly.
If you need help to return an item, please Contact Us (link) with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Return sale or promotional items for a refund
Any promotional sale (Black Friday and Cyber Monday, most notably) is final and these orders are not eligible for return/refund. Other promotions will detail the return policy in any related announcements via e-mail and/or social media.

Make a return or exchange
You may return products ordered on cleopatrasecret.eu within 14 days after delivery. The returned product must be unopened, in its package, and therefore in a resellable condition.

1. Log in to “My Account”
2. Go to the “Orders” section.
3. Click on the product(s) you want to return and then click on the “Make a return” button.
4. Fill in the requested information: product to return, reason for return.
5. Download and print the correct return and place it in your return package. Orders without returns forms will not be processed.
6. 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
All return shipping costs are the responsibility of the customer, if the return is not a result of our error. Your refund will not include shipping charges previously paid for or shipping charges incurred upon returning merchandise.

Buy our products online

All our products are produced and manufactured in Germany.

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