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Returns Policy
RETURNS AND REFUNDS POLICY
EFFECTIVE DATE: 03/09/2024
Evaliah strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.
Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions.
Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.
WHEN CAN I INITIATE A RETURN
We ask that you let us know within 7 days of receiving your order that you wish to initiate a return via email. This is only valid for a 50ml bottle bought. You can not return a 30ml bottle or 3ml tester purchase. You can also NOT return a sale or discounted product.
I HAVE CHANGED MY MIND, CAN I RETURN MY PRODUCT?
We will give you 7 days to return your item if you are unhappy with the scent and/or have an allergic reaction. However, it must be in re-sellable condition. This is only valid for a 50ml bottle bought. If you receive a free gift with purchase, you will also not be allowed to return the order. You will not be able to return the order if purchased on sale.
If you would like to return them however with legitimate reasons, please email us at hello@evaliahfragrance.com.au.
Then send the the parcel to:
PO Box 1015 Firle SA 5070.
(Please email us first to initiate a return. If you do not email us first and send the fragrance back, we can not refund you)
If for any reason you are not completely satisfied with your purchase, we will happily accept returns if the item is unused and in the original packaging which must be in the original condition.
Upon receipt, we will issue you a refund once we have seen the item having been returned in resellable condition.
All returns must be a minimum of 7 days of purchase. Please note that we do not refund the postage fees for change of mind returns. You will also only get a refund for the exact amount you purchased it for.
Upon receipt, we will issue you a refund once we have seen the item having been returned in resellable condition.
All returns must be a minimum of 7 days of purchase. Please note that we do not refund the postage fees for change of mind returns. You will also only get a refund for the exact amount you purchased it for.
RECEIVED THE WRONG ORDER
If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:
- send the correct item; or
- provide you with a refund.
MY ORDER WAS DAMAGED IN TRANSIT
Damaged Products (Damaged During Shipping):
Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (i.e photo of the damaged box prior to opening) and let us know if you would like us to:
- send a replacement to you; or
- provide you with a refund.
MY ORDER HAS A MANUFACTURING FAULT (OR I THINK IT DOES!)
Faulty Products:
If a product is found to be faulty or not working as intended upon receipt, we are here to help. Our goal is to ensure you have a product that meets our high standards and your expectations.
- send a replacement to you; or
- provide you with a refund.
CAN I RETURN A SALE ITEM?
Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered).
I ORDERED THE WRONG ITEM - CAN I RETURN IT FOR A REFUND?
We are unable to offer refunds for incorrect purchases, however we can offer a store credit for the product once the originally purchased, unopened product has been returned to us.
WHAT HAPPENS AFTER I REPORT A DAMAGED OR FAULTY PRODUCT?
We will arrange for the incorrect, damaged or faulty product to be returned to us and you can let us know whether you would like us to either:
- send the correct item;
- send a replacement to you; or
- provide you with a refund.
Please see details below on how to organise a return.
DO YOU NEED TO UNDERTAKE A QUALITY CHECK?
Yes. Upon receipt of a returned item reported as damaged, we will perform a quality check to assess the extent of the damage and confirm it aligns with the customer's description. This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer.
HOW TO RETURN PRODUCTS
To return an incorrect, faulty or damaged product, please follow the simple steps below:
i. To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Please email us at hello@evaliahfragrance.com.au.
To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.
Pack and seal the item/s in their original shipping package and post them back to us.
Processing Times for Returns
Once we receive your returned item, please allow up to 5 business days for your return to be processed.
Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.
SHOULD I RETURN BY REGISTERED POST?
We recommend that you return the product via Registered post. Evaliah will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
WILL A RESTOCK FEE APPLY?
Restocking fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.
WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?
YES We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:
If the item is damaged or faulty; or
If we sent you the wrong item.
DISPUTE RESOLUTION
Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.
POLICY UPDATES
Processing Times for Returns
Once we receive your returned item, please allow up to 5 business days for your return to be processed.
Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.
SHOULD I RETURN BY REGISTERED POST?
We recommend that you return the product via Registered post. Evaliah will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
WILL A RESTOCK FEE APPLY?
Restocking fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.
WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?
YES We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:
If the item is damaged or faulty; or
If we sent you the wrong item.
DISPUTE RESOLUTION
Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.
POLICY UPDATES
We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will not be notified of any significant changes, and the revised policy will be effective from the date specified.