Returns & Refund Policy

Due to the nature of our service, we do not offer refunds on completed services.

If you have any complaints, please email customer service at sherrie@aoeas.com.au with your order number and issue with your service.


The following items cannot be returned;

• Change of mind

• Label Compliance Documentation

•Claim Compliance

• Formulation Review and Correction

• Custom Formulation Development of both Non- Cosmeceutical and Cosmeceutical.


Please Note

•A 35% labour fee will be charged for all services where satisfactory is not met.

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

•If at any time our development or confidentiality agreement is in breech by the consumer, The Alchemy of Earth & Skin hold the rights to terminate any services immediately and a refund will be issued minus a 35% service fee. 


RETURN POLICY FOR PRODUCTS.


Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund only. 

Please see below for more information on our return policy. 


RETURNS


All returns must be postmarked within fourteen (14) days of the purchase date. 

All returned items must be in new and unused condition, with all original tags and labels attached. 


RETURN PROCESS


To return an item, please email customer service at sherrie@aoeas.com.au to obtain a Return Merchandise Authorisation (RMA) number. After receiving a RMA number, place the item securely in its original packaging and include your proof of purchase. 


REFUNDS


Refund Policy for Services and Digital Items

After receiving your return and inspecting the condition of your item, we will process your return. 

Please allow at least seven (7) days from the receipt of your item to process your return. 

Refunds may take 3-5 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.


The following items cannot be returned: 

  • Sale Items 

  • Change of mind For defective or damaged products, please contact us at the customer service email below to arrange a refund or exchange. 


All orders flagged as fraudulent will require proof of identity sent to Alchemy of Earth and Skin to ensure we are sending the order to the right customer. If proof of identity is denied Alchemy of Earth and Skin holds the rights to cancel and refund your order. 


Please Note


  • A 35% restocking fee will be charged for all returns or cancellations in excess of $25.00. 

  • Sale items are FINAL SALE and cannot be returned. 

  • Please send proof of faulty/damaged goods via email. 


Refund Policy for Physical Products:


We appreciate your trust in our products. If, for any reason, you are not satisfied with your purchase, please review our refund policy below:


1. Eligibility:

 To be eligible for a refund, the product must be returned within 14 days from the date of purchase.

– The item must be unused, in its original packaging, and in the same condition as received.


2. Refund Process:

 To initiate a refund, please contact our customer service at sherrie@aoeas.com.au within the specified return period.

– Provide your order number, the reason for the return, and any relevant details.

– Once your request is approved, we will provide you with instructions for the return.


3. Return Shipping:

 Customers are responsible for the cost of return shipping, unless the return is due to a product defect or an error on our part.


4. Refund Method:

– Refunds will be processed using the original payment method.

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


5. Exclusions:

– Certain items, such as customised products and change of mind, may not be eligible for a refund unless they are defective or damaged upon receipt.6. 


Damaged or Defective Products:

– In the case of damaged or defective products, please provide photographic evidence within 7 days of receiving the item for expedited resolution.


QUESTIONS

If you have any questions concerning our return policy, please contact us at:sherrie@aoeas.com.au

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