Your service and well-being are very important to us. We understand that sometimes, unexpected delays can occur. If you need to cancel your order or appointment, we respectfully request at least 24 hours notice.

OUR POLICY:

• Any cancellation made less than 24 hours will result in a full refund.

• If you are more than 24 hours late with cancellation, a cancellation fee will apply. The amount of the fee will be equal to 35% of the reserved services or total product order.  

• All cancellations will be refunded back to the card on file. If cancelled outside of 24 hours we will issue a refund within 24 hours of notice MINUS our 35% cancellation fee. Please allow 3-5 business days for any refunds to clear into your bank account. 

CUSTOM FORMULATION DEVELOPMENT AND FORMULATION REVIEW AND CORRECTION CANCELLATION POLICY

In the event that you cancel or terminate this service after the payment has been made due to a change of mind, Alchemy of Earth and Skin shall retain a cancellation fee equal to 35% of the payment made.

In the event that you express dissatisfaction with the development process and requests a refund prior to the provision of the final documentation, Alchemy of Earth and Skin shall be entitled to retain a fee for the materials purchased, time, and labour expended. This fee shall amount to 60% of the payment made.

If you request a refund due to dissatisfaction after the final documentation is provided, Alchemy of Earth and Skin shall retain the payment in full with no refund.

In the event that a service cannot be fulfilled due to insufficient information or the presence of restricted or prohibited ingredients, a refund will be provided minus a 35% time and labour fee.

Cancellation Policy:

1. Order Cancellation:

– Customers may request the cancellation of an order within 5 hours of placing the order.
– To initiate a cancellation, please contact our customer service team at sherrie@aoeas.com.au with your order number and reason for cancellation. We do not allow change of mind cancellations.

2. Eligibility:

– Orders that have already been processed or shipped are not be eligible for cancellation.
– Customised or personalised items may not be eligible for cancellation once production has commenced.

3. Cancellation Process:

– Upon receiving a cancellation request, we will assess the order’s status and inform you of its eligibility.
– If eligible, the order will be canceled, and a confirmation email will be sent to you.

4. Refund for Canceled Orders:

– If the cancellation request is approved and the payment has already been processed, a refund will be issued using the original payment method.
– Please allow 3-5 business days for the refund to be reflected in your account.

5. Changes to Cancellation Policy:

– This cancellation policy is subject to change without prior notice. Any modifications will be effective immediately upon posting on our website.

6. Contact Information:

– For cancellation requests or inquiries related to our cancellation policy, please reach out to our customer service team at sherrie@aoeas.com.au

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