Neapolis strives to provide the best possible service and products to its customers and has put the appropriate measures in place to ensure all its staff and suppliers are fully aware of our returns policy.
A customer’s till slip is their guarantee. Goods will be refunded or exchanged, in accordance with the applicable provisions of the Consumer Protection Act, if the goods were defective, unfit for purpose or failed due to a design or manufacturing flaw. Customers are required to present their original tax invoice or till slip or other proof of purchase.
Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, Neapolis reserves the right to refer returned goods for technical assessment by the manufacturer prior to repairing, replacing or refunding an item and to provide the customer with feedback within 10 business days of receipt of the returned goods and to act accordingly.
If the goods show a defect i.e.
- Pump not working.
- Product does not smell right.
- Product is leaking.
Then the product will be replaced with the similar size as to what is left in the bottle.
Cooling off period. The customer may exchange the product for something of a similar value if they are not happy with the product within 7 days of purchasing the product and upon producing a till slip.
7-day Money back guarantee. We at Neapolis PRIDE ourselves on our quality and the value for money alternative that our product provides for the South African consumer. However, If the customer is unhappy with the Neapolis brand as a whole and does not want to exchange their product for another Neapolis product, then they may bring the product back for a full refund within 7 days of purchase. Proof of purchase in the form of a till slip must be produced in order to be eligible for a refund. And if more than 10% of the diffuser or candle has been used it will not be eligible for refund.
In order to qualify for a full refund goods, must be in their original condition and a sales receipt must be presented within 14 days of purchase and no more than 10% of the perfume may be used.
In order to qualify for an exchange, goods must be in their original condition and a sales receipt must be presented within 60 days of purchase.
As with all warranties, certain conditions and exceptions apply.
Our returns policy will not apply in the following instances:
- If the diffuser bottle or candle has been damaged by negligence e.g., dropping the bottle.
- If the diffuser bottle was left in a very hot area or in direct sunlight. (This will cause leaking).
- If the diffuser bottle has been damaged by misuse or abuse.
- If the diffuser bottle has been used for a purpose other than the purpose for which they were intended.
- If there is any sign of tampering with the pump. Sale items (if applicable).
- Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Once we have accepted a return and approved a refund, the customer will receive the refund in the same manner as payment was made.
Returned goods must be:
- In its original packaging; and
- In its original condition
- Certain conditions and exemptions apply:
No returns will be accepted if goods have been altered in any way.
No refunds or exchanges on sales items
No refunds or exchanges on lotions for hygienic reasons.
Wrong Order or Damaged/Faulty products / No longer want the product:
In the unlikely event that you haven’t received what you ordered, or if the product you ordered arrives damaged, please contact us as soon as possible, and not longer than 7 days after receipt of your order. We’ll make it a priority to correct and ensure it to be as hassle free as possible.
Step 1 – Contact
Please email firstname.lastname@example.org with the following information in the email:
Your order number (KCXXXX)
A contact number.
Explain the reason for the return. If the wrong order has been delivered, please do not spray it as you may be liable for the purchase of the product.
If the product is damaged (or if the wrong product has been delivered) please could you include a photo of the product in concern, this would be helpful.
Step 2 – Collection / Return
Depending on the circumstances we may arrange a courier to collect the product concerned alternately you may be asked to return it by courier to the Eden Perfumes/Neapolis Head Office (Edenvale, Gauteng). Alternatively, are also more than welcome to return any item at any of our Eden Perfumes stores, and then you will not have to pay any shipping costs. Please go to the Store Locator page of our website to find your nearest Eden Perfumes Store.
Refunds may only be issued if the product(s) arrive at the Eden Perfumes/Neapolis offices in a resalable condition so please ensure care is taken when repacking the product(s).
Step 3 – Processing
Once the product(s) are received at Eden Perfumes/Neapolis we will process the return. This may take up to 3 days to complete. In the case of the wrong product being delivered, your correct order will be dispatched without delay.
Step 4 – Refund/Replacement
If you are eligible for a refund, we will do so via EFT into an account of your choice. Please note EFT refunds may take up to 7 working days to reflect in your account.
If you are eligible for a replacement product, a new one will be shipped to you.
Please note that:
- If you have changed your mind and want to refund/exchange the product then you will be responsible for paying for your own shipping costs for returning your item to the Eden Perfumes/Neapolis Head Office in Edenvale. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- If you are returning an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
- You are also more than welcome to return any item at any of our Eden Perfumes stores, and then you will not have to pay any shipping costs. Please go to the Store Locator page of our website to find your nearest Eden Perfumes Store.
- If you are returning an item because it is the wrong product or because it was damaged then Eden Perfumes/Neapolis will be responsible for paying for the shipping costs for returning your item to the Eden Perfumes/Neapolis Head Office in Edenvale, Gauteng.
ESTIMATED DELIVERY TIMES
We use Fastway as a courier company.
We will dispatch your product from our factory in Johannesburg within 48 hours of receiving your order.
Please refer to their website www.fastway.co.za for estimated shipping time after the order has left our factory.
Order did not arrive or taking longer than expected:
Please contact us at email@example.com and we will track your order for you.
CONSUMER PROTECTION ACT
Please note that we operate within the Consumer Protection Act and we run this website as a service to our customers. By using it, you are agreeing to the Terms and Conditions of Use.
If you some clarity on the Terms and Conditions of Use, please send us an email to firstname.lastname@example.org.
Neapolis uses a variety of security measures to maintain the safety of your personal information. Credit card numbers are not stored by us but PAYFAST who act as our Payment Gateway. Please visit Payfast’s website for all their policies and security features.
Neapolis cannot be held liable for late delivery of product by the third-party courier company (although we will assist with any concerns around delivery). Delivery costs are included in the total cost paid by the customer. For any orders of R850 or more, free postal delivery will be offered to the buyer.
Currently we are only shipping to locations within the borders of South Africa on our online shop. If you live outside of South Africa and would like to order, please email us directly at email@example.com
In terms of South African Tax Law, we charge VAT which is included in the price of the service you’re buying.
We take complaints very seriously and will contact you as soon as practically possible. Our aim is to respond to all queries within 24 hours during normal business hours. Please email all complaints to firstname.lastname@example.org
LAW AND JURISDICTION
Any contract for your purchase from Neapolis is governed by and has to be interpreted under the Laws of the Republic of South Africa and you agree that such contract will be subject to the non-exclusive jurisdiction of the South African courts.