Refund Policy

Overview

This policy outlines your rights and our processes for returns, refunds, and exchanges.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

This means you are entitled to a repair, replacement, or refund if the product:

is faulty or defective
is not of acceptable quality
does not match its description
is not fit for its intended purpose

Where a product has a major failure, you may choose a refund or replacement.

Returns for Faulty or Damaged Items

If your Phoenix Program pack arrives damaged or faulty:

Please contact us within 7 days of delivery
Provide your order number and photos (if applicable)

We will arrange, where appropriate:

A replacement product, or
A full refund

Change of Mind Returns

We understand that sometimes circumstances change. However, we do not provide change of mind returns, given the nature of the packs and the disclosure of intellectual property once purchased. Businesses are not required to provide change‑of‑mind returns under Australian law.

Non-Returnable Items

We do not accept returns for:

Items that have been used, damaged, or altered after delivery
Coaching sessions that have already been delivered

(Your rights under the ACL still apply if there is a fault.)

Refunds for Coaching Services

If your purchase includes coaching sessions:

Completed sessions are non-refundable
Unused sessions (if part of a package) may be considered for partial refund or rescheduling, at our discretion

Return Process

To request a return or refund:

Contact us at gemmajoyfrith@outlook.com
Include your order number and reason for request
Wait for confirmation before sending any item back

We will provide instructions on how to return your product.

Processing Refunds

Approved refunds will be processed within 7–14 business days
Refunds will be issued to the original payment method

Please allow additional time for your bank or payment provider to process the refund.

Shipping Costs

Original shipping fees are non-refundable (unless required under ACL)
Return shipping costs are the responsibility of the customer, unless the item is faulty

Contact

For all returns and refund enquiries, please contact:
gemmajoyfrith@outlook.com