Effective Date: 20/01/2025

At Opulent Lather, customer satisfaction is our top priority. We are committed to providing high-quality skincare products and ensuring a seamless shopping experience. However, if you are not completely satisfied with your purchase, this policy outlines the conditions under which refunds, returns, and exchanges are processed.

By purchasing from our website, you acknowledge and agree to the terms outlined in this Refund & Returns Policy.

1. Eligibility for Returns

Customers may request a return under the following conditions:

• The item must be unused, unopened, and in its original packaging.

• The return request must be made within 7 days of receiving the order.

• The product must be free from any signs of use, damage, or tampering.

• Proof of purchase (order confirmation or receipt) must be provided.

1.1 Non-Returnable Items

The following products do not qualify for returns or refunds:

• Opened or used skincare products (due to hygiene and safety regulations).

• Gift cards or promotional vouchers.

• Customized or limited-edition items.

• Hampers or bundled gift sets that have been partially used or separated.

• Sale items or items purchased during promotional events (unless defective).

2. Return Process

To initiate a return, customers must follow these steps:

1. Contact Us:

• Email info@opulentlather.com with your order number, reason for return, and supporting photos (if applicable).

2. Await Approval:

• Our customer support team will review the request and respond within 2-3 business days with further instructions.

3. Return the Product:

• If approved, customers must ship the item back using a trackable courier service at their own expense.

• The return address will be provided upon approval.

4. Inspection & Processing:

• Upon receipt, we will inspect the product to ensure it meets the return conditions.

• If approved, a refund, exchange, or store credit will be processed within 5-7 business days.

3. Refund Policy

3.1 Refund Method

Refunds will be processed using the original payment method:

• Credit/Debit Card Payments: Funds will be credited back to the same card within 5-10 business days (processing times may vary based on the bank).

• Store Credit: Customers may opt for a store credit voucher to be used for future purchases.

3.2 Deductions from Refunds

Refunds may be subject to the following deductions:

• Shipping Fees: Original shipping charges are non-refundable unless the return is due to an error on our part.

• Restocking Fee: A 10% restocking fee may apply for returns that are not due to defects.

3.3 Refunds for Defective or Incorrect Products

If a product arrives damaged, defective, or incorrect:

• Customers must notify us within 48 hours of receiving the order.

• We will arrange for a replacement at no extra cost or offer a full refund.

• In such cases, Opulent Lather will cover return shipping costs.

4. Exchange Policy

• Exchanges are allowed only for defective or incorrect items.

• Due to hygiene reasons, we do not offer exchanges for products that have been opened or used.

• If an exchange is approved, the replacement product will be shipped within 3-5 business days.

5. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

1. Check your bank statement for pending transactions.

2. Contact your bank or payment provider as processing times may vary.

3. If further assistance is needed, contact us at info@opulentlather.com

6. Shipping Returns

• Customers are responsible for return shipping costs unless the return is due to a defect or order error.

• It is recommended to use a trackable shipping method, as we cannot guarantee receipt of returned packages without tracking confirmation.

7. Policy Exceptions

• Lost or Stolen Packages: Opulent Lather is not responsible for packages lost or stolen during return transit.

• Allergy Reactions: Customers are advised to review ingredient lists prior to purchase. We do not accept returns due to allergic reactions.

8. Contact Information

For all return and refund inquiries, please contact:

Email: info@opulentlather.com

Phone: +27 71 308 7889