Terms and Conditions for the Purchase of Goods and Services and Refund Policy

1. General Provisions

These terms and conditions govern the purchase, use, and return conditions of goods and services sold on the website www.cleopatraspa.lt (hereinafter – the Service Provider).

By purchasing goods or services, the Buyer confirms that they have read and agreed to these terms and conditions.

2. Goods

2.1. Cosmetics and Beauty Products

• Cosmetic and hygiene products that have been opened or used cannot be returned.
• If the product is undamaged, unused, and in its complete original packaging, it can be returned no later than 14 calendar days from the date of purchase.
• Proof of purchase (invoice, receipt) must be provided. Without proof of purchase, the product will not be accepted for return.

2.2. Defective or Faulty Goods

• If a product is received with defects or does not match the description, the Buyer has the right to return it or exchange it for another. The Buyer must inform the Seller of the product discrepancy no later than 14 calendar days from the date of purchase.
• For validly returned products, provided the Buyer submits proof of purchase and notifies the Service Provider of the defective/non-conforming quality within the specified period, the Service Provider shall refund the purchase price paid by the Buyer.

3. Services

3.1. Body and Facial Care, Hairdressing, Pedicure, Manicure, and Makeup Services (hereinafter – Services)

• The Buyer has the right to cancel an ordered and unfulfilled service within 14 calendar days of purchase, provided the service has not yet been rendered.
• If the service has already been provided, no refund is possible.
• The service date can be rescheduled to another date by coordinating with the Service Provider at least 24 hours prior to the scheduled service time.

4. Gift Vouchers

• Vouchers are valid for 3 months from the date of purchase.
• The voucher can be used for both goods and services.
• Upon expiration, gift vouchers cannot be extended and no refunds will be issued.
• A voucher is considered used once goods or services have been purchased with it.
• If a voucher was purchased for a specific treatment, it may be exchanged upon arrival with the Service Provider’s consent by paying the price difference for the new goods/services. However, the total value of the selected goods/services cannot be lower than the value of the original voucher, and no refunds are given for unused balances.

5. Return Procedure

1. To return a product or cancel a service, the Buyer must contact customer support via email at info@cleopatraspa.lt, specifying the order number, the reason for return, and attaching proof of purchase.
2. Goods must be returned via registered mail or delivered directly to the designated address.
3. Refunds are processed only after verifying that the return complies with these terms and conditions. If the purchase and sale conditions in these rules are not met, the returned items will not be accepted and will be returned to the Buyer.

6. Refund Terms

• Refunds are issued within 14 days from the date the returned product is received or the service cancellation is approved.
• Refunds will be processed using the same payment method as the original purchase (e.g., via Paysera to the same bank account).
• If the Buyer agrees, the refund may be issued in the form of a gift voucher valid for 3 months.
• Delivery expenses are refunded only if the return is due to a defective or incorrect item.
• If the product or service does not meet the return criteria, no refund will be issued.

7. Liability

• The Company is not liable for any losses incurred by the Buyer if they arise from non-compliance with these rules.
• The Buyer is responsible for proper packaging of goods when returning them to the Service Provider.