Our policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. With this said, we are a friendly accessible team and we encourage you to let us know about your experience. If we can help, we certainly will (on a case-by-case basis).

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

Several types of goods are exempt from being returned. Included in this are goods that are subject to contamination once opened.

Additional non-returnable items:

• Gift cards
• Some health and personal care items like skincare products.

In all cases, whether purchased online or in retail street front store, to complete your return we require a receipt or proof of purchase.

Please do not send your purchase back to us without first letting us know by direct contact. You can contact at sales@phoxylabs.com at which point we will provide you with a Return Material Authorisation (RMA) number as well as address details to which you will be required to send your parcel.

There are certain situations where only partial refunds are granted (if applicable)

• 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 21 days after purchase date. If, for whatever reason, your returns inquiry is made after 21 days, please contact our team in any case and we will explore ways to help you on a case-by-case basis.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and the condition in which it arrived.

If your refund is approved, it will be processed and a credit will automatically be applied to your credit card or original method of payment. You should allow up to 15 days for this process to complete. Credit card information will be obtained over the phone, and processed immediately. This credit card information will not be kept on file and no trace of these details will be maintained to ensure security and privacy of your information.

Late or missing refunds (if applicable)

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 or listed for display on your account.

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 sales@phoxylabs.com

Exchanges (if applicable)

We only replace items if they are defective at manufacture. If you need to exchange it for the same item, send us an email at sales@phoxylabs.com before arranging return to: PO BOX Q659 Sydney New South Wales AU 1230.

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 them to give to you later, we will send a refund to the gift giver and they will be required to manage this process.

Shipping

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

Phoxy Tanning Returns Dept
PO Box 318
Katoomba, NSW 2780
Australia

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 return 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.

You should always use a traceable shipping service or purchase shipping insurance. As it is out of our hands, we cannot guarantee that we will receive your returned item. If you have tracking capabilities, it will allow you to monitor your parcel while in-transit.