Return Policy

Online Purchases

We value your satisfaction at Phoenix Beauty. However, if something does not meet your expectation or you have simply changed your mind please e-mail us at [email protected] with your order number and reason for your return within 14 days from the day you receive your parcel. Our lovely customer service team are here to provide assistance.

 
Change of Mind
If you have changed your mind about your purchase, Phoenix Beauty will be pleased to offer you a refund or exchange provided that:
The item is in a saleable condition (i.e. the item is in its original packaging if any), and the item is unused and as sold.
Customers are responsible for return postage and orginal postage is not refundable. Items listed in Personal Hygiene category are excluded from Change of Mind returns.
 
 
Faulty Items
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Phoenix Beauty. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian or New Zealand Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.
 
Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian or New Zealand Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.
 
Phoenix Beauty is to cover return postage for returns of faulty items.
 
All online purchases must be returned via post after getting in touch with online customer service team within 14 days from the day you receive your parcel.
 

 

In Store Purchases

Proof of Purchase
Please note that all returns, refunds, exchanges or repair requests must be accompanied by any one of the following Proof of Purchase documents:
 
Original Register Receipt (no photocopies accepted)
Original Return/Exchange Receipt
 
Change of Mind
If you have changed your mind about your purchase, Phoenix Beauty will be pleased to offer you a refund or exchange provided that:
 
You have produced satisfactory Proof of Purchase; and
The item is in a saleable condition (i.e. the item is in its original packaging if any), and the item is unused and as sold.
If you are unable to provide satisfactory Proof of Purchase, we may, in its absolute discretion, provide you with an exchange to the current value of the item, provided that:
 
The item is in a saleable condition (i.e. the original labels are still attached, the item is in its original packaging (if any), and the item is unused and as sold; 
We can verify that the item was originally purchased from us; and
Satisfactory Identification is presented at the time of the return. we will accept:
A current Drivers Licence, including Learners permit with photograph
Proof of Age card that is approved by the Government with photograph and signature within the seal
Blind Citizens Card with photograph
Australian, New Zealand or International Passport
Police, Government or Armed Services sealed identification card with photograph and signature within the seal
Pension cards for aged, invalid widows, supporting parents and carers; or
 
In the circumstance where you are unable to exchange an item, subject to authorisation from a Phoenix Beauty Manager, Phoenix Beauty may in its absolute discretion provide you with a Phoenix Beauty store credit to the current value of the item.
 
Faulty Items
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Phoenix Beauty. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian or New Zealand Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.
 
Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian or New Zealand Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.
 
All in store purchases must be returned in store within 7 days from the day of when purchase is made.