Refund policy

 

RETURN & REFUND POLICY

Return and Refund Policy

Due to the unique nature of our handmade products we do not accept change of mind or cancellations once an order has been placed. Once an order is placed, it is processed promptly to ensure timely delivery. As a result, we are unable to accommodate changes of mind or cancellations. If you have any concerns or questions about our products, please feel free to reach out to our customer support team at contact@thefrequencycollection.com and we will be happy to assist you. We appreciate your understanding of our policy as it enables us to maintain the quality and integrity of The Frequency Collection products.

 16.1 Faulty Products

You are required to promptly notify The Frequency Collection of any perceived fault in the goods within 24 hours from the date of delivery or purchase. It is crucial to inspect the goods immediately upon delivery. Notification of a fault is considered given upon receipt of an email sent to contact@thefrequencycollection.com. When emailing, provide details such as a description of the goods, invoice number, a description of the fault, and any supporting evidence for your claim, such as photographs or videos. The Frequency Collection will then issue a return confirmation. Faulty items should be returned within 7 days of returns confirmation. If the goods are found to have a major defect or fault, you have the option to request The Frequency Collection to replace the goods or provide you with a refund. If it is determined that there is no fault with the goods, you acknowledge that you are not entitled to a refund or replacement. For further details on your rights, please refer to the consumer guarantees outlined in the Australian Consumer Law.

To facilitate the safe delivery of the goods, adhere to the following procedure when returning products:

- Keep the goods in their original packaging and in the condition in which they were received.

- Ensure the items are securely wrapped.

- Include our delivery slip with the returned goods.

16.2 The Frequency Collection has a strict no change of mind refund policy.

 17. Feedback, comments or complaints

17.1 If you have any questions, please email contact@thefrequencycollection.com. We endeavour to respond to all inquiries within three business days.