Refund policy

Returns, Cancellations & Refund

Faulty or Damaged Items

In the rare case that you receive a faulty or damaged product, please contact us at info@peosym.com.au within 7 days of receiving your order. Please include your order number and photos of the issue so we can assist you promptly with a replacement or refund.

Order Cancellations (Before Fulfillment)

If you wish to cancel an order before it has been packed and shipped, please contact us immediately or submit a request via our Right to Withdraw form. If the order has not yet left our facility, we will cancel it and issue a full refund right away.

Change of Mind & Returns

If you have changed your mind or wish to exercise your legal Right of Withdrawal (for EU/UK customers), you may request a return within 14 days.

  • Eligibility: To be eligible for a full refund, returned items must be unopened, unused, in their original untampered packaging, and show no signs of damage or wear.

  • Non-Refundable Items: Products that have been opened, sprayed, tested, or returned in a damaged/incomplete condition will not be refunded.

  • Sale Items: Discounted items and final sale products cannot be returned or exchanged.

How to Initiate a Return

To start a return or submit a formal withdrawal request, you can:

  1. Use our digital self-service Right to Withdraw, OR

  2. Email us directly at info@peosym.com.au with your name, order number, and reason for return.

Once your request is received, our system will automatically generate a confirmation receipt.

The Reality of Returns & Fragrance Shipping (Dangerous Goods)

Our fragrances are ethanol-based and strictly classified as Class 3 Flammable Liquids (Dangerous Goods) under international transport laws.

  • Because of these strict safety regulations, standard consumer postal and courier services generally do not accept perfume shipments from individuals.

  • You must contact us first before sending anything back. Because you cannot legally mail uncertified hazardous materials through regular post, we will provide guidance on authorized, certified dangerous goods return channels.

  • The cost of return shipping for a change-of-mind return remains entirely the responsibility of the customer.

  • Once approved and safely received back at our facility in unopened condition, we will refund the product price plus your original standard delivery fees (excluding any upgraded express shipping differences).

FAILED DELIVERY & CUSTOMS REJECTIONS

If a parcel is returned to us by the courier because of incomplete/incorrect shipping details provided at checkout, or because the recipient refused to pay local import taxes, duties, or failed to complete local customs procedures (such as India's KYC requirement), the following terms apply:

  • Deduction of Costs: A refund will only be processed once the parcel has safely arrived back at our Australian facility. Your refund will be issued minus the actual outbound shipping and packaging costs incurred by PEOSYM (not the discounted rate or free shipping rate displayed at checkout). For international shipments, these actual freight costs are substantial.

  • Return Fees & Duties: Any return freight charges, penalty fees, or return customs duties levied on PEOSYM by the courier to bring the abandoned package back to Australia will also be deducted from your final refund.

  • Condition of Product: Refunds will only be issued if the product returns to us in completely unused, untampered, and resaleable condition.