Returns & Exchange Policy
We hope you love your garments as much as we love them, however, you may return or exchange (where available) your Pfenix & Mach Online Store purchase for any reason, including sale items, subject to adherence to the following terms.
Returns or exchanges are accepted on items within 15 days from the date of shipment for orders delivered within Australia, and within 30 days from date of shipment for orders delivered to International regions outside Australia. Items returned outside this period will not be accepted.
Items must be in original condition, must contain all original tags and labels, and must not have been worn, altered or washed. We recommend trying on all purchased items, with tags and labels attached, once received to ensure adequate time to return items within our returns timeframe.
If you would like to return or exchange an item, please notify us by email at customersupport@pfenixmach.com
Faulty returns
If you receive an item that is faulty please contact us to request a refund or exchange. Faulty items can then be sent to us for assessment by our Quality Management team. Please note this process can take up to two weeks.
Refunds for faulty merchandise will be processed once our Quality Management team has inspected and accepted the return.
Returns will be accepted on any faulty merchandise within 30 days from the date of shipment for orders delivered within Australia, and within 45 days from the date of shipment for orders delivered to International regions outside Australia.
Processing Refunds & Exchanges
Once cleared, you will either receive your new item (for exchanges) or refund on the cost at purchase price (excluding original shipping cost) directly to the original tender type used for purchase. Debit and credit card returns must be processed against the exact card used to complete the original purchase.
We endeavour to process refunds as soon as they are received but please allow 5 working days, and up to 14 working days for faulty merchandise, for returns to be processed. You will receive email notification of the status of your refund or exchange once processed.
Return Steps
- Returns form: All deliveries come with a Pfenix & Mach Returns Form. This must be completed and sent to us with your return.
- Pack your return: When returning items, please enclose:
- The completed Returns Form
- Your Invoice (included in your delivery)
- The item(s) for return with all labels and swing tags intact, with original packaging
- Post your return: For all returns, please mail the items back to us. Return your items to;
Pfenix & Mach
PO Box 41
Montmorency VIC 3094
Australia
Return Shipping
Pfenix & Mach is not liable for the loss of garments in return transit, so please package securely and we suggest you return the order using registered mail.
We do not refund initial shipping charges for items returned, other than for faulty merchandise. Your own return postage costs are not refundable.
We are unable to offer free delivery for returns or exchanges.
