REFUND POLICY OF PhenXX Pty Ltd

This Refund Policy Section 1:  ("Policy 1") applies to the following purchases: Oil and Beauty Products.

1.1. General

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

We do not accept returns for change of mind on open products.

Returns outside the 2ml trial model may be accepted at our sole discretion under the following conditions:

• The product is unopened, unused, and in resaleable condition
• The request is made within 14 days of delivery
• The customer bears return shipping
• Proof of purchase is provided

1.2. Risk-Free 2ml Sample Returns Model

All 60ml Alchemē Oils include a complimentary 2ml sample vial of the same product. This allows you to experience the oil before opening the full-size bottle.

You may return the unopened, unused 60ml bottle for a refund or store credit within 14 days of delivery, provided that:

The full-size bottle is returned unopened, untampered, and in original saleable condition;

The 2ml sample has been used as intended to assess suitability;

You notify Phenxx via email at hello@phenxx.com within 14 days;

You provide a valid proof of purchase.

Phenxx reserves the right to refuse returns that do not comply with these conditions. Return postage is at the customer’s expense.

1.3. Non-Returnable Items

Unless faulty, the following are final sale and not eligible for refund or store credit:

• Sample sets, sample packs, or trial-sized oils
• Opened, used, or unsealed products
• Promotional bundles or gifts-with-purchase unless all items are returned
• Discontinued or clearance products
• Limited editions marked as “final sale”

1.4. Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If you receive a product that is:

• Faulty or defective;
• Incorrectly fulfilled;
• Damaged in transit;

Please contact hello@phenxx.com within 7 days of delivery with:

• Order number
• Clear photographs of the product and packaging
• Description of the issue

If confirmed as a manufacturing or fulfilment fault, Phenxx will offer either:

• A full refund;
• A replacement at no cost;
• Store credit, where preferred.

All remedies offered comply with obligations under the Australian Consumer Law.

1.5. Exceptions / non-returnable items

Certain types of items cannot be returned under Australian Consumer Law, including personal care goods. We cannot return any personal care goods if they are opened, used or worn. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

1.6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

1.7. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@phenxx.com.

1.8. Store Credits

If you choose store credit instead of a refund:

• Credit will be issued as a code via email
• Store credits do not expire
• They may be used on any future Phenxx purchase, excluding gift vouchers or promotional exclusions

1.9. Refund Processing Times

Refunds will be processed to the original payment method within 10 business days of receiving the returned goods and confirming eligibility.

1.10. Return Shipping Costs

Returns due to manufacturing defect or order error: Phenxx covers shipping costs.

Returns under the 2ml sample policy or change of mind: Customer is responsible for postage and risk of return transit.

Returned products should be packed securely to avoid damage. We are not responsible for items lost or damaged in return shipping.

1.11. Australian Consumer Law Compliance

Phenxx abides by all guarantees under the Australian Consumer Law. Our products come with guarantees that cannot be excluded.

You are entitled to a replacement or refund if a product is:

• Unsafe or defective;
• Not of acceptable quality;
• Not as described or doesn’t do what we said it would.

This policy does not limit your rights under the ACL. Where there is any inconsistency between this Policy and your statutory rights, the Australian Consumer Law will apply.

1.12. How to Start a Return

Please email hello@phenxx.com with:

• Your order number
• Reason for return
• Photos (if applicable)

Returns must be approved before shipping. Include your name, order number, and reason inside the package.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@phenxx.com.

This Refund Policy Section 2:  ("Policy 2") applies to the following purchases: Bedding and Manchester Products


2.1. General

(a) We offer refunds, repairs and replacements in accordance with the
Australian Consumer Law and on the terms set out in this Policy.

(b) Any benefits set out in this Policy may apply in addition to consumer's rights
under the Australian Consumer Law.

(c) Before making a purchase, please read this Policy so that you can
understand your rights and what you can expect from us if you are not
satisfied with your order.


2.2. Australian Consumer Law

(a) Under the Australian Consumer Law:

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.


2.3. Cancellation and Change of Mind

(a) In the event that you receive the products or services you have purchased, as
stated, but that you simply change your mind, we may, at our discretion, offer
you a refund or exchange, provided that:

2.4. Products Damaged During Delivery

(a) In the event that the product you ordered has been damaged during delivery:

(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

(b) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 14 days from the date of receiving the product.


2.5. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

(a) You misused the said product in a way which caused the problem.

(b) You knew or were made aware of the problem(s) with the product or
service before you purchased it.

(c) You asked for a service to be done in a certain manner, or you asked for
alterations to a product, against our advice, or you were unclear about what
you wanted.

(d) Any other exceptions that apply under the Australian Consumer Law.


2.6. Shipping Costs for Returns

(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

(b) If the Returned Product can easily be shipped or returned, then you are
responsible for organising for the Returned Product to be returned to us. If the
Returned Product is eligible for a repair, replacement or refund under the terms
of this Policy (including under the Australian Consumer Law) then we will
reimburse you for the reasonable postage, shipping or transportation costs for
the Returned Product.

(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be
removed and returned by you, and is believed to be eligible for a repair,
replacement or refund under the terms of this Policy (including under the
Australian Consumer Law), then we will organise for the postage, shipping,
transportation or collection of the Returned Product, at our cost.

(d) In the event that we organise and pay for the inspection, postage, shipping,
transportation or collection of a Returned Product, and it turns out not to be eligible
for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any
inspection, postage, shipping, transportation or collection of the Returned Product.



2.7. Response Time

(a) We aim to process any requests for repairs, replacements or refunds within 10
days of receipt.


2.8. How to Return Products

(a) You can contact us using the contact email provided at the end of this Policy
to discuss a return using the information.

(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

(c) To be eligible for a refund, repair or replacement, you must provide proof
of purchase.

(d) You may be required to provide a government issued identification to qualify for
a refund, repair or replacement.


2.9. Contact Us
If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: hello@phenxx.com.