1. Trader details
Returns are administered by Phiphraxnriz, 50 Avenue Rd, Mosman NSW 2088, Australia. Email notifyuse@phiphraxnriz.world, phone +61 2 9960 2972. Please include your order number, purchase date, and a description of the issue when contacting us.
2. Australian Consumer Law overview
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. This Policy adds commercial return mechanics but does not replace those statutory rights.
3. Change-of-mind returns
Where permissible under health and safety rules for ingestible products, we may offer a change-of-mind return within fourteen calendar days of delivery if the item is unused, seals intact, and packaging remains merchantable. Opened bottles generally cannot be accepted for hygiene reasons unless a manufacturing defect is documented. We will confirm eligibility in writing after reviewing photographs or batch numbers you supply.
4. Incorrect or damaged shipments
If you receive the wrong product, an incorrect quantity, or goods damaged in transit, notify us within forty-eight hours of delivery with images of the outer carton and affected units. We will arrange return labels where appropriate and send replacements or refunds without charging additional shipping for verified errors attributable to us or the carrier we selected.
5. Quality-related concerns
If you suspect an off-odour, discolouration, or packaging breach, stop using the product and retain the remaining contents. We may request lot codes printed on the label to trace the batch with our manufacturer. Where investigation confirms a quality deviation, we will offer refunds or replacements consistent with consumer law.
6. Process for initiating a return
Step one: email our support inbox with the subject “Return request”. Step two: await a return merchandise authorisation (RMA) number. Step three: pack items securely with the RMA visible on the outer parcel. Step four: send the parcel using the carrier instructions we provide. Unauthorised returns may experience processing delays.
7. Refund method and timing
Approved refunds are credited to the original payment method unless that method no longer exists, in which case we will propose a reasonable alternative such as bank transfer after identity verification. Refunds are typically initiated within five business days of receiving and inspecting the goods; financial institutions may add settlement time.
8. Restocking and return shipping costs
For change-of-mind returns we approve, we may deduct a restocking fee disclosed before you ship if handling costs are significant. Unless the return arises from our error, outbound and inbound shipping costs may be your responsibility as permitted by law.
9. International orders
Customers outside Australia must comply with customs regulations when returning goods. Duties and taxes paid to foreign authorities are generally non-refundable by us; consult your local tax office.
10. Exchanges
Where stock permits, you may request an exchange for an alternative product of equal value. Price differences will be invoiced or credited as appropriate.
11. Record keeping
We retain return records, including correspondence and carrier tracking numbers, for at least seven years to satisfy accounting and consumer law evidence requirements.
12. Partial returns and bundles
If you purchased a bundle where individual units were discounted as a set, returning only part of the bundle may require recalculation of the retained items at their standalone price. We will provide a transparent breakdown before finalising a partial refund.
13. Gifts and third-party purchasers
When the buyer differs from the recipient, refunds by default return to the original payment method to reduce fraud risk. Gift recipients may receive store credit if the buyer authorises that approach in writing.
14. Chargebacks and payment disputes
Initiating a chargeback with your bank while a return is underway may delay resolution because payment networks require investigation. We encourage you to contact us first so we can issue refunds through normal channels when appropriate.
15. Hygiene and safety inspections
Returned ingestible products may be destroyed rather than resold even when outwardly intact, depending on temperature logs and time in transit. Destruction is documented for compliance; it does not imply admission of defect unless separately confirmed.
16. Disputes
If you disagree with an outcome, escalate in writing to the address above. You may also contact NSW Fair Trading or the Australian Competition and Consumer Commission for guidance on statutory remedies.
17. Updates
We may adjust timeframes or fees prospectively. The version dated at the top applies to purchases made after that date unless we notify you otherwise for pending orders.