Returns & Refunds Policy

Last updated: December 2024

Introduction

At Frexchphar, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returns and refunds, in accordance with Australian Consumer Law.

Please read this policy carefully before making a purchase. If you have any questions, please contact us using the information provided at the end of this policy.

Your Rights Under Australian Consumer Law

Under Australian Consumer Law, you have certain rights and guarantees when you purchase goods. These include:

  • Acceptable Quality: Goods must be of acceptable quality, fit for purpose, and match their description
  • Warranty Against Defects: Goods must be free from defects
  • Right to Repair, Replace, or Refund: If goods fail to meet these guarantees, you may be entitled to a repair, replacement, or refund

These consumer guarantees cannot be excluded, restricted, or modified. Our returns policy does not affect these statutory rights.

Change of Mind Returns

30-Day Return Period

If you change your mind about a purchase, you may return unused, unopened products in their original condition and packaging within 30 days of delivery for a full refund or exchange.

Conditions for Change of Mind Returns

  • Products must be in their original, unopened condition
  • Original packaging must be intact and undamaged
  • Products must not have been used or burned
  • Proof of purchase must be provided
  • Return must be initiated within 30 days of delivery

Return Shipping Costs

For change of mind returns, you are responsible for the cost of return shipping. We recommend using a tracked shipping method to ensure your return reaches us safely.

Faulty or Damaged Products

If you receive a product that is faulty, damaged, or not as described, please contact us immediately. We will investigate the issue and provide a solution in accordance with Australian Consumer Law.

What We Consider a Fault

  • Products that are damaged during shipping
  • Products that are defective or not working as described
  • Products that do not match their description
  • Products that are not of acceptable quality

Our Process for Faulty Products

  1. Contact us with details of the fault, including photos if possible
  2. We will assess the issue and may request additional information
  3. We will provide a solution, which may include:
    • Replacement of the product
    • Full refund including original shipping costs
    • Repair of the product (where applicable)
  4. If a return is required, we will provide a return shipping label at no cost to you

How to Return a Product

Step 1: Contact Us

Before returning a product, please contact us to initiate the return process:

Step 2: Receive Return Authorization

We will review your return request and provide you with a Return Authorization (RA) number and return instructions.

Step 3: Package and Ship

Package the product securely in its original packaging (if available) or adequate protective packaging. Include:

  • The RA number on the outside of the package
  • Your order number or proof of purchase
  • A note explaining the reason for return

Ship the package to the address we provide with your RA number.

Step 4: Processing

Once we receive your return, we will:

  • Inspect the product to ensure it meets return conditions
  • Process your refund or exchange within 5-10 business days
  • Notify you once the refund has been processed

Refunds

Refund Processing Time

Refunds will be processed within 5-10 business days after we receive and inspect the returned product. The refund will be issued to the original payment method used for the purchase.

Refund Amount

  • Change of Mind: Full product price refund (excluding original shipping costs, unless the product was faulty)
  • Faulty Product: Full refund including original shipping costs
  • Damaged in Transit: Full refund including original shipping costs

Partial Refunds

If a product is returned in a condition that reduces its value (e.g., damaged packaging, partially used), we may offer a partial refund. We will notify you of any reduction in the refund amount before processing.

Exchanges

We are happy to exchange products for a different size, colour, or scent, subject to availability. Exchanges are subject to the same conditions as returns. Please contact us to arrange an exchange.

Products Not Eligible for Return

The following products are not eligible for return (unless faulty):

  • Products that have been used or burned
  • Custom or personalised products (unless faulty)
  • Products returned more than 30 days after delivery
  • Products without proof of purchase
  • Products damaged due to misuse or normal wear and tear

Cancellations

Before Shipping

If you wish to cancel an order before it has been shipped, please contact us as soon as possible. We will process a full refund immediately.

After Shipping

If your order has already been shipped, you may return it following our standard returns process. You will be responsible for return shipping costs unless the product is faulty.

Gift Returns

If you received a product as a gift and wish to return it, please contact us. We will need the original order number or gift receipt. Gift returns will be processed as store credit or an exchange, subject to our standard return conditions.

International Returns

Currently, we primarily serve customers in Australia. If you are an international customer and wish to return a product, please contact us to discuss return arrangements. International customers are responsible for all return shipping costs.

Damaged During Shipping

If your product arrives damaged, please:

  1. Take photos of the damaged packaging and product
  2. Contact us immediately (within 48 hours of delivery)
  3. Keep all packaging and the damaged product
  4. We will arrange a replacement or full refund, including shipping costs

Contact Us

If you have any questions about returns or refunds, or if you need to initiate a return, please contact us:

Frexchphar
1 Barber St, Mayfield NSW 2304, Australia
Phone: +61 425 387 270
Email: info@frexchphar.space

Complaints and Disputes

If you are not satisfied with how we have handled your return or refund, you may:

Updates to This Policy

We may update this Returns & Refunds Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date.