Returns & Exchange Policy
Our Returns Policy
We hope you absolutely love your products purchase. Although, please note that we do not accept returns for change of mind. Returns will only be accepted if the product is faulty or you have experienced a proven reaction to the product within 7 days of receiving. We will always strive to provide you with an alternative and/or replacement.
If you are eligible for a return you are responsible for the shipping costs for returning your item. We will help you organise the return of your product and provide you with the shipping label to be printed. The shipping costs from your original order are non-refundable, and the costs of shipping will be deducted from your store credit.
Reaction to a product
If you have experienced an allergic reaction to one of your products, please send an email to our team at info@violetandronis.com.
We kindly ask you to send this through within the 7 days of receiving your product and include the below details in your email:
- Your full name and order number
- The full name of the product that caused your skin to react
- Symptoms you experienced
- Our team may also ask for photos of the product and or/affected area to relay to the brand in order to provide you with the best solution
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An alternative product will be suggested based on your skin concerns by one of our therapists
FAULTY ITEMS
If you happen to receive a faulty product, please send an email to our team within 7 days of receiving at info@violetandronis.com.
We kindly ask you to include the below details in your email:
- Your full name and order number
- The full name of the faulty product
- Photo & description of fault
- Once product is assessed by our team and deemed faulty we will arrange a replacement product
HOW TO RETURN YOUR ITEMS
IN-STORE
Check that you meet the return conditions, and once approved by our team you may return your item in person at our studio located at 11A George St, North Strathfield NSW 2137. You will be received by one of our therapists who will help provide suggestions for a replacement or an alternative product.
ONLINE VIA POSTAL SERVICE
- Check that you meet the above return conditions and find your order/receipt number (found on your order confirmation or shipment email). Please contact our team at info@violetandronis.com and we will generate your return label.
- Our team will be in touch when your return has been received. If the condition of your item/s meets our return policy, we will contact you for details for an exchange.
CONSUMER GUARANTEES
Our returns policy is in line with the Australian Competition and Consumer Commission (ACCC). We do not offer returns for change of mind. All returns will be assessed by our team who will notify you of the outcome. After assessment a replacement, exchange or credit note will be processed depending on the situation. In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with an exchange based on the below:
- If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a store credit or an exchange.
- If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a store credit or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and we may choose not to provide a refund or exchange.
We will always require proof of purchase before providing a remedy under the Australian Consumer Law.