CANCELLATION POLICY.

Your satisfaction and well-being are our priority. We understand that unexpected delays can arise, and we aim to accommodate your needs as best as we can. Should you need to cancel an order or appointment, we kindly request at least 24 hours' notice.

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General Cancellation Terms:

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• Cancellations are eligible for a full refund, minus a 35% non-refundable booking fee and any applicable payment provider fees.

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• For services cancelled within 14 calendar days after payment due to a change of mind, a 35% labour and time fee (excluding payment provider fees) will apply.

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• A 50% labour and time fee (excluding payment provider fees) will apply for services cancelled after 20 calendar days following payment due to a change of mind.

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• Pre-made formulations are final and cannot be returned.

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• If the consumer breaches our development or confidentiality agreement, Alchemy of Earth & Skin reserves the right to immediately terminate services. A refund will be issued, minus a 70% service fee (excluding payment provider fees).

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• If dissatisfaction is expressed after finalisation and was not communicated prior, Alchemy of Earth & Skin reserves the right to refuse a refund.

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Refunds for cancellations will be processed back to the card on file within 24 hours of notice, minus the 35% non-refundable fee and any payment provider fees. Please allow 3-5 business days for refunds to clear into your bank account.

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Custom Formulation Development and Formulation Review/Correction Cancellation Policy:

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• If you cancel or terminate this service after payment due to a change of mind, a cancellation fee of 35% of the payment will be retained (excluding payment provider fees).

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• In the event of dissatisfaction with the development process before final documentation is provided, a fee will be retained based on materials purchased, time, and labour expended, on a pro-rata basis.

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• If dissatisfaction is expressed after finalisation, and not before, we reserve the right to refuse a refund.

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• If a service cannot be fulfilled due to insufficient information or the presence of restricted ingredients, a refund will be provided minus a 35% time and Labour fee (excluding payment provider fees).

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Cancellation Process:

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1. Order Cancellation:

• Cancellations can be requested within 24 hours of placing the order.

• To initiate a cancellation, please contact our customer service team at sherrie@aoeas.com.au, providing your order number and reason for cancellation. Change of mind cancellations will incur time, labour, and payment provider fees as outlined.

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2. Cancellation Assessment:

• Upon receiving a cancellation request, we will assess the order's status and inform you of its eligibility.

• If the order is eligible for cancellation, a confirmation email will be sent.

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3. Refund for Canceled Orders:

• If the cancellation is approved and payment has been processed, a refund will be issued to the original payment method.

• Please allow 3-5 business days for the refund to be reflected in your account.

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4. Policy Modifications:

• This cancellation policy may be updated without prior notice. Any changes will be effective immediately upon posting on our website.

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5. Contact Information:

• For cancellation requests or inquiries, please contact our customer service team at sherrie@aoeas.com.au.

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We understand that circumstances can change and strive to accommodate our customers' needs. However, please be aware that cancellations are subject to the order’s processing status and the policies outlined above. Thank you for your understanding.