At Alchemy of Earth & Skin, we take pride in offering high-quality skincare products to meet your needs. We understand that circumstances may arise where you need to request a return or refund, and we have established this policy to provide clarity and fairness to all our valued customers. 

1. Eligibility for Returns

   We accept returns in the following circumstances: 

• Damaged or Defective Items: 
  If your order arrives damaged, defective, or incorrect, you may return it for a replacement or refund. Claims must be made within 7 business days of delivery. 
• Change of Mind Orders:
  We accept change-of-mind returns; however, due to hygienic reasons, the product must be unopened, unused, and in its original packaging. Shipping costs for change-of-mind returns are the responsibility of the buyer. Additionally, if the returned product is received in an opened or used condition, a restocking fee of 50% will be applied to cover handling and loss of resale value.

2. Items That Cannot Be Returned 

   To ensure the safety and satisfaction of all customers, the following items are non-returnable: 

• Products that have been opened, used, or tampered with. 
•  Custom or personalised formulations made specifically for you. 
• Sale or clearance items, unless faulty. 

3. Process for Returns and Refunds

To initiate a return, please follow these steps: 

1. Contact Us: 
Email: sherrie@aoeas.com.au within 7 business days for damaged/defective items, 14 business days for change-of-mind returns. 

2. Provide Details: 
Include your order number, a brief explanation of the issue, and photos (if applicable). 

3. Approval and Instructions: 
Once your request is approved, we will provide you with return instructions. You are responsible for return shipping costs unless the item was defective or incorrect. 

4. Inspection and Restocking Fee:
Upon receiving the returned item, we will inspect it to ensure it meets the return criteria. For change-of-mind returns, a 50% restocking fee will be deducted from your refund if the item does not appear to have any faults/ damages or if it has been opened/used for change of mind orders. 

5. Refund Processing: 
Approved refunds will be processed to your original payment method within 3-7 business days (depending on your bank) of receiving the returned item. 

4. Exchanges 
We currently do not offer direct exchanges. If you would like a different product, please follow the return process and place a new order. 

5. Additional Considerations

– Shipping Costs: 
Original shipping costs are non-refundable. If you are eligible for a refund, it will be minus the shipping fee. 

– Lost or Stolen Returns: 
We recommend using a trackable shipping method for your return. We are not responsible for returns lost in transit. 

-Wrong Address Provided: 
We strongly recommend carefully verifying your address before finalising your order. If an incorrect address is provided, changes may not be possible, and the buyer will be responsible for rebooking and covering the cost of additional shipping.

– Hygiene and Safety: 
Due to the nature of our products, we maintain strict hygiene standards to ensure the safety and satisfaction of all customers. Opened or used products cannot be returned or refunded. 

6. Contact Information 

If you have any questions or need further assistance with your return, please contact us: 

Alchemy of Earth & Skin
Email: sherrie@aeaos.com.au

Address: Canterbury Street, St Arnaud Victoria, Australia 3478 

By purchasing from The Alchemy Empire, you agree to the terms of this Refund and Return Policy. We appreciate your understanding and cooperation as we work to provide the best possible experience for our customers.