Refund policy

Thank you for shopping at Cleo's Collection. If you are not entirely satisfied with your purchase, we are here to help.

Claims

Please note that all claims must be made within 30 days of you receiving your order.

Any claims after this period will not be recognized.

Do also refer to our section on which products are not eligible for refunds, exchanges or returns.

1. If you have received a defective / broken / damaged item / incomplete products or sets.

Please send photos and videos (including closeups) that show the damaged, broken or dented areas.

We will send you a replacement of the same item and pay for the shipping costs for the returned item and re-delivery within 30 days of receiving the claim.

2. If you developed an allergic reaction to the product you purchased from us

Please provide proof of the allergic reaction via photos or videos, including a close-up of the affected area and any other relevant information. Do note that we might require you to have a Doctor’s Letter certifying that the allergic reaction was caused by the product and not other causes.

You can requesthat the Item be exchanged or another product from our store or we provide you with a refund in the form of a store credit of the equivalent value.

In the event of an exchange, we will pay for the shipping costs for the returned item and re-delivery.

3. You received an item that is expired or near expiry (defined as one (1) year or less) (except (a) organic products that may have an expiry of minimum of 6 months or products, (b) items under our Clearance, Sales & Promotions section, © clearly labelled by us as non exchangeable / Returnable

Please include a clear photo of the expired/near-expiry item on the product.

You can request that the Item can either be exchanged for another product from the store or we provide a refund in the form of a store credit of the equivalent value.

In the event of an exchange, we will pay for the shipping costs for the returned item and re-delivery.

4. You received the wrong product(s) (e.g. wrong size, wrong colour, different product),

Please provide a photo of the wrong product, colour, variation, etc. and the screenshot of the order details.

The Item will be exchanged for the correct product within 30 days of receiving the claim from you. We will pay for the shipping costs for the returned item and re-delivery.

5. You received faulty product(s) (e.g. does not work or cannot be used),

Please send photos and videos (including closeup) for the damaged, broken or dented areas or Videos/ photos of the product showing the product not working.

The Item can be exchanged for another product from the store within 30 days of receiving your claim.

We will also pay for the shipping costs for the returned item and re-delivery.

6. You received counterfeit product(s),

Please send evidence and proof on the basis of your claim to us.

If the claim is verified, we will provide you with a full cash refund.

7. Change of Mind Claim (Applicable only to selected items and types of products )

If you are returning the product due to change of mind you must state the reason for returning the item. You must also pay for the return delivery fee to our office.

Please also note the following Change of Mind Policy conditions:

All Items must be in its original packaging, sealed condition, unopened packaging along with all original accessories and any free gifts received with it
Tags, serial numbers & labels must not be removed or defaced in any manner.
Products must not have a broken seal or unauthorized alteration