Our Returns policy
We will be happy to offer a refund where there is a faulty item or when notified of cancellation providing the item is unused and still sealed. This has to be done within 7 days of confirmation of your order. We unfortunately don't offer exchanges, or refund for dissatisfaction of a product. Refunds will go onto the card which was used when you made your purchase. We are not able to refund any postage charges.
You have a right to cancel your order within seven working days of receiving your purchase. This seven day period begins the day after you receive the items from us. Please notify us in writing within seven working days that you wish to cancel and return your unused order and that you intend to return the item(s) and we will be happy to offer you a full refund including your original delivery charge. We cannot except or provide refunds for items that have been used.
How to return something
You can return an item as long as you have not used the product. The product needs to be sealed and unused. It would really help us in developing our products if you could give a reason why they were not suitable as well as your details so we can confirm receipt of your return. Please always include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why.
Make sure your items are securely wrapped and send your return to:
55a Leamington Rd, Telopea, NSW, 2117
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
We can also arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service.
Faulty items
We are always very disappointed on the rare occasions our customers receive a faulty product. Because everything is made to order, we take the utmost care with making every product for our customers, but sadly these things can happen even if only very occasionally. If you have identified the fault within 30 days of purchase, please contact us and let us know the details of the fault. We can then let you know whether to return it or not and make sure other items are not affected. We will often ask you to email us a photograph of the fault as it's easier for you than posting it back to us. We will refund any standard second class postage on a faulty item. We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
If a fault develops outside of the 30 day return period, contact us on our contact us page or by email on info@pinkimix.com before you return the item so we can discuss the fault with you and agree the best way forward.
Please take extra care to read our instructions on how to use as it advises on how best to preserve your cream for the entirety of it's shelf life. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to misuse or negligence.
Returns timing
Once your parcel has been received by our team it can take up to 10 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on our contact us page or email us on info@pinkimix so we can investigate.
