Our returns policy is in addition to the statutory consumer guarantees you are entitled to under the Australian Consumer Law, including Competition and Consumer Act 2010 (Cth), Competition and Consumer Regulations 2010 (Cth) and Australian Consumer Law and Fair Trading Act 2012 (Vic) and other similar laws.

Change of mind

We do not provide an exchange or refund for change of mind returns. Please read all descriptions, ingredient lists and warnings for the product before purchasing.

Returns, Exchanges and Refunds

We will provide you with an exchange or refund for items where, in our view:

1. The item is faulty;
2. The item is significantly different to those shown or described to you;
3. The item is not fit for its intended purpose;
4. The item is unsafe; and
5. You can present your Astrid Alchemy receipt, online tax invoice or other adequate proof of purchase

If a refund is required, a refund will be provided in the same form as the original payment, for example, if you purchased the item(s) using your credit card, the refund will be provided to you back on that same credit card.

By law, we are entitled to ask you to provide proof of purchase, such as a receipt or online tax invoice. Please note that valid proof of purchase (receipt or online tax invoice) is required to be provided to us in order for you to receive the refund.

Under the Australian Consumer Law, consumers do not have a right to return an item to us if they:

1. Changed their mind and no longer want the product;
2. Ordered the wrong product;
3. Found the product cheaper elsewhere;
4. Found a better product elsewhere;
5. Were aware of the relevant fault before buying the products – for example, if the fault was written on the product’s box;
6. Damaged the product by misusing it;
7. Used the product for a long time and the problem is a result of usual wear and tear.

Sale Items

We do not offer refunds or exchanges on sale items.

Returns Procedure

1. Check that you meet the above return criteria.
2. Find your order and receipt number.
3. Contact our team at hello@astridalchemy.com within 24 hours of receiving the faulty item(s).
4. Our team will respond to your email within 2 business days and provide you with the return instructions.
5. Please send your tracking number to hello@astridalchemy.com once you have arranged return shipping either through a courier service or Australia Post.
6. Drop off your return at any Post Office, Post Box, Parcel Locker or courier service of your choice.

Consumer Guarantees

Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.

In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:

• If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage.
• If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.

Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Astrid Alchemy may choose not to provide a refund, exchange or repair (if applicable).

Astrid Alchemy Pty Ltd will require proof of purchase before providing a remedy under the Australian Consumer Law.

Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.

Dispatch & Delivery Policy

Access Dispatch and Delivery Policy here.

Cancellations

Please contact us as soon as possible if you wish to cancel your online order. We will endeavour to process your cancellation request but we are not able to do so if your order has been processed or dispatched or you have changed your mind.

Privacy

Astrid Alchemy is committed to protecting your privacy. You may be asked to provide valid photo identification when returning a product so that we can record your name, address and other identification details. The Personal Information (as defined in the Privacy Act 1988 (Cth) collected will be stored and used in accordance with the Privacy Policy.

Frequently Asked Questions

What can I use as proof of purchase?

You may use any of the following as proof of purchase:

• Register receipt or e-receipt tax invoice

How will I receive my refund?

All refunds will be processed via the original payment method. Costs of delivery, if any, will not be included in the refund.

How long will my return take?

For returns sent via Australia Post, parcels typically take 7 to 10 business days to reach our warehouse. Once our team receives your returned parcel, it will be processed within 7 to 10 business days. Your bank may take a further 3 to 5 business days to clear the funds back into your bank account once the return is accepted and processed. We apologise for any inconvenience this may cause, and we appreciate your patience as we work to process all returns as quickly as possible.

Effective: 01/09/2024