Refund and Returns Policy

The following returns policy applies to all products and services sold at The Soul Alchemist shop and on their website https://thesoulalchemist.com.au.

Overview

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To complete your return, we require a receipt or proof of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If your product is damaged or faulty you may return it with your original sales receipt, gift receipt or original packing slip. We will happily exchange the item or refund your full purchase price.

An item not marked as non-returnable on the product detail page is eligible for return within the applicable return window if it fulfils one or more of the following conditions:

  • Was in a physically damaged condition at the time of delivery
  • Has one or more parts of accessories missing
  • Does not match with what was ordered
  • Items must be returned unopened and in the original manufacturer’s packaging.

We will happily exchange the item or refund your full purchase price (excluding postage).

Exceptions

Several types of goods are exempt from being returned.

Newspapers, Magazines, Homeopathic’ s, Magnesium Oil, and candles that have been used cannot be returned.

Please note: https://thesoulalchemist.com.au may, but are under no obligation to, honour requests for refunds for the following reasons:

Non-delivery of the product: Due to an issue with the mail or courier service, you do not receive a delivery e-mail from us. Depending on the price of the product, https://thesoulalchemist.com.au may require you to first submit proof that you have submitted a report to the mail service or courier company describing the missing item;

Download issues: You have problems that prevent you from downloading the product. https://thesoulalchemist.com.au recommends that you contact the support team for your browser provider, as https://thesoulalchemist.com.au ensures that our digital products can be downloaded with all major browsers, and this problem usually arises from a customer’s issue with either their browser, firewall, or network;

Product damaged: A request based on this reason is addressed on a case-by-case basis and subject to our approval.  Assessment of why and how the product was damaged and whether you misused the said product in any way.

Additional non-returnable items:

•  Gift cards

•  Downloadable software products

•  Some health and personal care items

There are certain situations where only partial refunds are granted:

•  Book with obvious signs of use

•  Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

•  Any item that is returned more than 30 days after delivery

Cancellation and Change of Mind

Products: We do not offer refunds if you change your mind or find a similar product or service cheaper elsewhere.

Services: Though we understand that sometimes things can happen that require you to cancel an appointment or workshop booking, we appreciate as much notice of cancellation as possible.

Refunds Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and if we approved or rejected of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or PayPal account.

Please allow time for bank transfers and processing.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sharon@thesoulalchemist.com.au.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sharon@thesoulalchemist.com.au and send your item to:

The Soul Alchemist

847-849 Glen Huntly Road, Caulfield South VIC 3162

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to:

The Soul Alchemist

847-849 Glen Huntly Road, Caulfield South VIC 3162

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Response Time

We make every effort to process any requests for repairs, refunds and replacements within 7 days of being notified of the issue.

How to Return Products

  • Make sure you have your proof of purchase.
  • Contact us directly by phone or email, to inform us of the issue. We will give you instructions on how to proceed.
  • If you paid by card or PayPal, please provide these details as we can only refund to the same account as the original purchase.

Need help?

Contact Us

We are here to help you and want you to be happy with our products and service.

If you have any concerns, please contact us on (03) 9528 2828 or email sharon@thesoulalchemist.com.au.

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