Cancellation Policy
Services Policy
General Cancellation Terms:
Cancellations are eligible for a full refund, minus a 35% non-refundable booking fee and any applicable payment provider fees.
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.
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.
Pre-made formulations are final and cannot be returned.
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).
If dissatisfaction is expressed after finalisation and was not communicated prior, Alchemy of Earth & Skin reserves the right to refuse a refund.
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.
Custom Formulation Development and Formulation Review/Correction Cancellation Policy:
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).
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.
If dissatisfaction is expressed after finalisation, and not before, we reserve the right to refuse a refund.
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).
Cancellation Process:
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.
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.
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.
4. Policy Modifications:
This cancellation policy may be updated without prior notice. Any changes will be effective immediately upon posting on our website.
5. Contact Information:
For cancellation requests or inquiries, please contact our customer service team at sherrie@aoeas.com.au.
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.
Private Label & Retail Policy
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 total product order.
- All cancellations will be refunded back to the card on file or payment method use to place the order. If cancelled outside of 24 hours we will issue a refund within 24 hours of notice MINUS our 35% cancellation fee and any website fees that may apply. Please allow 3-5 business days for any refunds to clear into your bank account.
- Change of Mind Cancellations
– Orders canceled due to a change of mind, that is over the 24 hours will incur a 50% restock fee if the product has already been shipped and/or received. This fee covers the costs associated with handling and processing your order, including any materials or resources allocated for fulfilment.
- Eligibility for Cancellation
– Orders that have already been shipped cannot be canceled. In such cases, customers may refer to our Return Policy for guidance on returning products.
- Special Considerations
– Custom or made-to-order items are non-refundable and cannot be canceled once production has commenced.
- Rights Reserved
– Alchemy of Earth and Skin reserves the right to refuse cancellation requests at its discretion, particularly if the request does not comply with the terms outlined in this policy.
For further assistance or to request a cancellation, please contact us at sherrie@aoeas.com.au.
By placing an order with The Alchemy of Earth and Skin, you acknowledge and agree to the terms of this cancellation policy.
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.
Thank you for choosing The Alchemy of Earth and Skin for your skincare needs.