Online Purchases

We value your feedback at Phoenix Beauty. If you have changed your mind or received a faulty item, email us at bd@phoenixbeauty.com.au with your order number and reason for return within 14 days of receiving your package.

Change of Mind

If you have changed your mind about your purchase, a refund/exchange can be offered provided that the item is in a saleable condition (i.e the item is in its original packaging if any) and unused. 

Customers are responsible for the return postage and the original postage is not refundable.

Faulty Items

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Phoenix Beauty. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian or New Zealand Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.

Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian or New Zealand Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.

Phoenix Beauty is to cover return postage for returns of faulty items.

All online purchases are returned via post after getting in touch with our online customer service team within 14 days of receiving your package. 

Understanding Refunds & Returns

In Store Purchases

• Original Register Receipt (no photocopies accepted)
• Original Return/Exchange Receipt

Change of Mind

Refunds will not be provided, however an exchange or store credit can be offered provided that you have a satisfactory Proof of Purchase and the item is in a saleable condition (i.e. the item is in its original packaging if any) and unused.

Faulty Items

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Phoenix Beauty. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian or New Zealand Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.

Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian or New Zealand Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.

All in store purchases must be returned in store within 7 days from the day of purchase

What are Refunds & Returns?

Refunds & Returns refer to the processes that customers go through when they are unsatisfied with a purchase. When a product is defective or not as expected, customers can usually return it for a full refund. It is important for stores to have clear policies to help customers understand their rights during this process. By making the returns process easy, businesses can improve customer satisfaction and loyalty.

How to Initiate a Refund or Return

To initiate a Refund or Return, customers typically need to follow specific steps. First, they should check the return policy of the store, which usually outlines the timeframe for returns and any conditions that must be met. After confirming eligibility, customers can fill out a return form and package their items securely. Lastly, they can either drop off the package or arrange for a pickup, depending on the return options provided by the retailer.

Benefits of a Clear Refund Policy

Having a clearly stated Refunds & Returns policy benefits both customers and businesses. Customers feel more secure in their purchases because they know they can get their money back if necessary. On the other hand, businesses can minimize disputes and negative reviews by clearly communicating their policies. This transparency not only helps build trust but also encourages repeat business because satisfied customers are likely to return.