Shipping, Returns & Refunds Policy
Shipping and Handling
Delivery and shipping of your ordered product/s will be as selected at point of checkout. Title in the goods passes to you as soon as we have received your payment.
Awen Skin Care will not be held responsible for delivery times once the goods have left our premises. Once the goods transfer to the courier or postal service, all delivery responsibilities defer to said entity. We will endeavour to dispatch as soon as possible. Most courier and postal services allow 3 – 7 business days for shipping depending on location.
If a shipping method is chosen and that method is not available for your order then you will be refunded any extra shipping cost you have paid and your order will be sent via standard post or another carrier or equal or lesser value. You cannot cancel an order if shipping method chosen is not available.
All risk of loss or damage to the goods passes to you once we dispatch the goods and we will not be liable to chase up or locate any lost goods on your behalf or replace goods damaged in transit by couriers. Refer to our Returns and Refunds Policy for further details.
If you fail to pick up an order that is waiting at a parcel collection point and the order is returned to us, you will be required to pay for shipping costs back to your address prior to us re-shipping the goods.
COVID-19: Please note that the advent of Covid-19 has impacted on all businesses and courier companies and as such, there may be unforeseen delays in the processing, handling, and shipping of your products. If these are known to us (such as we run out of stock) we will let you know via email and offer an alternative or a refund. We will not be held liable for circumstances beyond our control (such as delays with the postal or courier service).
Weather Event: Please note that we are located in the Far North of Queensland and as such, we occasionally experience extreme weather events and power outages that can last for up to a week. In the event of such an occurrence, Awen will do our best to inform customers via email and/or via our website, circumstances permitting. We will not be held liable for any delay in orders due to circumstances beyond our control such as extreme weather events.
Returns and Refunds
In the event that you have been sent the incorrect product, you must notify us via email (and include an attached photo of your incorrect product along with a copy of your invoice or your invoice number and date of purchase) as soon as possible but no longer than 3 days from receipt of goods. The item must be unopened and in unused and good condition and is to be returned to us at our own expense. Please email us and we will discuss how to return the goods. Do not send products back to us without our prior knowledge and a discussion with us in writing via email or messenger as they will be disposed of immediately and no refund will be given. Once we receive the returned product, we will refund your account or replace with a product of equal value as per your choice. Any compensation beyond this is not obligatory and will be at our discretion. Once the 3 day period following your receipt of the goods has lapsed, refund or replacement is solely at our discretion and on a case by case basis. We are not liable to refund or replace any incorrect goods once the 3 day period has lapsed.
We are not liable to replace or refund goods damaged in transit due to mishandling by courier or postal services. Where the product itself is faulty or broken or manufactured incorrectly or has turned bad, you are required to notify us via email within 3 days of receipt of goods (and include an attached photo of your product/s along with a copy of your invoice or your invoice number and date of purchase). It is at our discretion as to whether we will refund/replace your item based on the evidence you provide.
We do not offer refunds under any circumstances due to change of mind or the products not being “right” for you.
We do not offer refund or replacement due to intolerance of product ingredients or allergic reaction. If you suffer a reaction, please contact 000 in case of emergency or your GP for non-urgent cases and discontinue use of the product. Awen recommends conducting a patch test on all our products before applying to full face.
We will not refund any goods if they have been opened and/or used, except in the instance that the internal product has been found to be faulty or damaged or spoiled, in which case you are required to provide us with photographic evidence within 3 days of receipt of goods in accordance with this refund policy.
As per this policy, all risk of loss or damage to the goods passes to you once we dispatch the goods and we will not replace or refund goods damaged in transit by couriers. We take every care in packaging our products and if you believe your goods have been damaged in transit due to poor packaging, we will require you to provide us with photographic evidence of the product in the packing within 3 days of receipt of goods in accordance with these Terms and Conditions. Any refund or replacement is then at our discretion and on a case by case basis.
If we are unable to replace or exchange any goods that have been returned as faulty, damaged, spoiled or incorrect in accordance with our returns policy, we undertake to reimburse your credit card for the initial amount, including shipping charges.