Refund policy

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

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.

 

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”

 

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.

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.

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.

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.

 

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

 

Refund Processing Times

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

 

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.

 

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.

 

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.