Refund policy
Returns
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, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at jadine@alchemical.com.au or use the self-serve returns option in your customer account.
All return and exchange postage is payable by the customer. You can always contact us for any return question at jadine@alchemical.com.au.
EU Customers — Right of Withdrawal (14-Day Cooling-Off Period)
If you are located in the European Union, you have the right to cancel or withdraw from your order within 14 days of receiving your goods, without giving any reason. This is in addition to our standard 30-day return policy.
To exercise your right of withdrawal before your order is fulfilled (cancelled): Use the cancellation request function available in your customer account, or contact us at jadine@alchemical.com.au.
To exercise your right of withdrawal after your order is fulfilled (return): Use the self-serve returns function in your customer account within 14 days of receiving your goods, or contact us at jadine@alchemical.com.au.
Upon a valid withdrawal, we will reimburse all payments received from you, including standard delivery costs, within 14 days of receiving the returned goods or proof of return. We may withhold reimbursement until we have received the goods back. Return shipping costs are at your expense unless the goods are faulty or not as described.
Exceptions to the right of withdrawal include: sealed goods that are not suitable for return due to health protection or hygiene reasons (if unsealed after delivery), custom or personalised items, and digital content where delivery has begun with your prior consent.
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.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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
If you need to exchange your item/s for any reason, you have 30 days from receipt of your order to initiate an exchange. Please note all postage costs are payable by the customer for any returns or exchanges.
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 jadine@alchemical.com.au.