Refund policy

Last updated: 21 August 2026

Please read this policy carefully before purchasing from Coven of Genesis.

By placing an order, you confirm that you have reviewed the applicable product description, selected the correct options and provided complete and accurate order information.

No Change-of-Mind Returns

Coven of Genesis does not accept returns, exchanges, cancellations or refunds for change of mind.

Change of mind includes situations where:

• You no longer want or need the product
• You selected the wrong product, size, scent, colour or variation
• You dislike the fragrance, colour, appearance or texture
• The product does not suit your personal taste or expectations
• You expected a mystery product to contain different items
• You entered incorrect or incomplete personalisation details
• You found a similar product or lower price elsewhere
• You did not read the product description before purchasing

Customers are responsible for reviewing all product descriptions, photographs, ingredients, variations, personalisation requirements, directions and safety information before placing an order.

Personalised, Handmade and Excluded Products

Change-of-mind returns, exchanges, cancellations and refunds are not accepted for:

• Personalised or custom-made products
• Handmade-to-order products
• Custom spellwork and ritual services
• Mystery boxes, mystery scoops and mystery products
• Tarot readings, intuitive readings and written spiritual services
• Digital products and downloadable content
• Oils, rollers, sprays, bath products and cosmetics
• Candles, incense, wax melts and scented products
• Crystals, gemstones and individually varying materials
• Earrings and hygiene-sensitive products
• Gift cards
• Clearance and final-sale products

Handmade and Material Variations

Product photographs may be styled examples intended to show the overall theme, quality or type of product you may receive.

Unless the product listing expressly states that the exact item shown will be supplied, the product received may differ from the photographs.

Handmade products and individually varying materials may display differences in:

• Colour, fragrance, texture and appearance
• Herbs, botanicals and decorative elements
• Labels, containers and packaging
• Crystal or gemstone colour, pattern, shape, size, surface markings and inclusions
• Wax surfaces and decorative placement
• Oil separation or settled ingredients
• Minor details between handmade batches

These expected variations are not faults or damage.

Some crystals and decorative materials may be natural, dyed, coated, heat-treated, reconstructed or man-made, depending on the product and selected variation.

Where a product listing permits substitutions, an unavailable ingredient, crystal, fragrance, container or packaging style may be replaced with a suitable alternative of equal or greater value that is consistent with the product’s theme, intention or purpose.

Fragrance Preferences and Sensitivities

Fragrance is subjective and may smell different to each person.

Disliking a fragrance or finding that it does not suit your personal preference does not mean that the product is faulty and will be treated as a change of mind.

Customers are responsible for reviewing the available fragrance and ingredient information before purchasing.

Any allergy, sensitivity or avoidance information must be provided using the method stated on the applicable product page. Providing this information does not guarantee that every preference or request can be accommodated.

If you are uncertain whether a product is suitable for you, contact us before placing your order.

Order Accuracy

Customers are responsible for checking the following information before submitting an order:

• Delivery address
• Email address
• Selected products
• Product quantities
• Sizes and variations
• Colours and fragrances
• Personalisation details
• Allergy and sensitivity information
• Discount codes and payment details

Coven of Genesis is not responsible for customer errors entered during checkout or through a product personalisation field.

If you notice an error after placing an order, contact us immediately. We cannot guarantee that an order can be changed once preparation or fulfilment has begun.

Order Cancellations

Orders cannot be cancelled because of a change of mind after they have been placed.

Many products begin preparation shortly after payment, particularly personalised products, custom products, mystery boxes, spellwork and handmade-to-order items.

Submitting a cancellation request does not mean that the cancellation has been accepted. An order remains active unless Coven of Genesis confirms otherwise in writing.

If Coven of Genesis is unable to fulfil an order, we will contact the customer and arrange an appropriate outcome.

Faulty, Damaged, Incomplete or Incorrect Orders

If an order arrives faulty, damaged, leaking, incomplete or incorrect, contact support@covenofgenesis.com as soon as reasonably possible.

Please provide:

• Your full name
• Your order number or proof of purchase
• A clear description of the issue
• Photographs of the affected product
• Photographs of the internal and external packaging
• A photograph of the shipping label, where relevant

Customers must retain the affected product and all reasonably available packaging while the matter is assessed.

Photographs, packaging and other information may be required to determine what occurred or to open a claim with the delivery provider.

If requested evidence cannot be provided, explain the reason when contacting us. Each claim will be assessed using the information reasonably available.

A complaint does not automatically result in a refund or replacement. Coven of Genesis may inspect the product, request further information and verify the claim before determining the appropriate outcome.

Used Cosmetic and Personal-Care Products

Opened or used oils, rollers, sprays, bath products, cosmetics and personal-care products cannot be returned because of:

• Change of mind
• Fragrance preference
• Colour preference
• Personal taste
• Failure to follow the supplied instructions
• Failure to complete a recommended patch test
• Misuse or improper storage

If you believe a product has a genuine fault, stop using it and contact us with the required information and evidence.

Shipping Delays and Delivery Providers

Once an order has been lodged, its physical transportation, scanning, routing and delivery are performed by Australia Post or another independent delivery provider.

A delay, missed scan, routing error or loss within the delivery network does not automatically mean that Coven of Genesis dispatched the order incorrectly.

Delivery dates and tracking estimates supplied by a delivery provider are estimates only unless an express delivery guarantee applies to the selected service.

An order will not be classified as lost solely because:

• It has passed an estimated delivery date
• Tracking has not recently updated
• It has been incorrectly routed
• It is awaiting processing at a delivery facility
• It is delayed by customs, weather, peak periods or network disruption

Customers must allow a reasonable period for delayed parcels to continue through the delivery network.

Reporting a Delayed or Missing Parcel

Before reporting a parcel as missing, customers must:

• Review the tracking information
• Check all entrances, letterboxes and safe locations
• Ask household members whether they accepted the parcel
• Check with neighbours, reception staff or building management
• Check for a collection card or digital notification
• Check whether the parcel is awaiting collection
• Confirm that the delivery address supplied with the order was correct

If the parcel still cannot be located, contact support@covenofgenesis.com with your order number and tracking information.

Australia Post Investigations

Where tracking does not establish successful delivery, Coven of Genesis may open an enquiry with Australia Post or the applicable delivery provider.

Customers must allow Coven of Genesis and the delivery provider a reasonable opportunity to investigate, locate and deliver the parcel.

A refund or replacement will not ordinarily be issued while:

• The parcel remains within the estimated delivery timeframe
• Tracking continues to classify the parcel as delayed or in transit
• The delivery provider is attempting to locate or deliver it
• A reasonable carrier investigation remains open
• Information requested from the customer has not been supplied

Customers must cooperate with reasonable investigation requirements. This may include:

• Confirming the delivery address
• Checking the delivery property
• Completing a carrier declaration
• Providing information requested by the delivery provider
• Responding to investigation questions

Failure to provide reasonably requested information may prevent or delay the claim from being assessed.

Delivery Provider Compensation

Claims concerning parcels lost or damaged within the Australia Post network are assessed by Australia Post according to its own terms, evidence requirements, service conditions and coverage limits.

Any compensation claim will generally be submitted and managed by Coven of Genesis as the sender.

Australia Post determines whether compensation is payable and the amount approved. Coven of Genesis cannot guarantee that Australia Post will approve a claim or complete an investigation within a particular timeframe.

Any compensation recovered from a delivery provider is separate from the assessment of the customer’s order.

Parcels Confirmed Lost in Transit

If a delivery provider confirms that a parcel has been lost in transit, Coven of Genesis will assess the appropriate outcome based on:

• The carrier’s investigation
• The available tracking and delivery evidence
• Product availability
• Whether the products can reasonably be recreated
• The circumstances of the order
• Applicable legal requirements

An appropriate outcome may include resending the order, replacing affected products, refunding affected products or another reasonable resolution.

Personalised, custom-made and one-of-a-kind products may need to be recreated before a replacement can be sent. Normal preparation times may apply.

Parcels Marked as Delivered

If tracking records a parcel as delivered but you cannot locate it, you must first:

• Check all entrances, letterboxes and safe locations
• Ask household members, neighbours or building management
• Review any delivery photograph
• Check your MyPost account
• Confirm whether Safe Drop or redirection was requested

If the parcel still cannot be located, contact us so the available delivery evidence can be reviewed and an enquiry opened where appropriate.

A delivered tracking status does not automatically qualify for a refund or replacement.

Where the delivery provider confirms that the parcel was correctly delivered to the supplied address, handed to a person at the premises or left according to authorised delivery instructions, the claim will be assessed using that evidence.

Safe Drop and Authority to Leave

Customers who request Safe Drop, set Safe Drop as a delivery preference, redirect a parcel or otherwise authorise unattended delivery are responsible for selecting a secure and suitable location.

Australia Post states that it may not be liable where a parcel authorised for Safe Drop is subsequently stolen, damaged or lost after delivery.

Coven of Genesis is not responsible for theft, damage or disappearance occurring after a parcel has been correctly delivered according to the recipient’s Safe Drop, redirection or delivery instructions, except where responsibility cannot legally be excluded.

A refund or replacement will not automatically be provided where the delivery provider confirms that the parcel was delivered according to authority supplied by the recipient.

Customer Delivery Responsibilities

Customers are responsible for:

• Providing a complete and accurate delivery address
• Including apartment, unit, business or building details
• Providing accurate contact information
• Monitoring tracking and delivery notifications
• Collecting parcels within the required collection period
• Ensuring requested Safe Drop locations are secure
• Ensuring someone is available for restricted or signature-required deliveries
• Checking local import requirements for international orders

Coven of Genesis is not responsible for delays, returns or unsuccessful delivery caused by:

• Incorrect or incomplete customer information
• Customer-requested redirection
• Failure to collect a parcel
• Refusal of delivery
• Restricted access to the delivery address
• The customer’s delivery instructions
• Customs procedures or import restrictions
• Unpaid duties, taxes or import charges

Unsupported or Fraudulent Claims

Coven of Genesis reserves the right to decline an unsupported or fraudulent claim where the available evidence establishes that:

• The parcel was correctly delivered
• The correct product was supplied
• The issue resulted from misuse or improper storage
• The damage occurred after delivery
• Information supplied in support of the claim is false or misleading
• The claim is otherwise invalid

Suspected fraud, payment abuse or repeated false claims may also result in the refusal of future orders.

Returns

Do not return any product without contacting Coven of Genesis first.

Unauthorised returns may be refused, returned to the sender or held until additional postage is paid.

If a return is required, we will provide the appropriate instructions and return address by email.

Products must be securely packaged and returned with all reasonably available components.

Do not send a return to the address shown on the original shipping label unless specifically instructed to do so.

Return Postage

Customers must contact us before paying for return postage.

Where return postage is approved, instructions will be provided by email.

Postage purchased without prior approval may not be reimbursed unless reimbursement is required by law.

Customers are responsible for return postage arising from an unauthorised return or customer-caused issue.

Refund Processing

Approved refunds will be issued to the original payment method unless another method is agreed or required.

After a refund has been issued, the bank, Shopify Payments, PayPal or another payment provider may require additional business days to complete the transaction.

Coven of Genesis does not control processing times imposed by financial institutions or payment providers.

Delivery charges will only be refunded where included in an approved resolution or required by law.

Returned-to-Sender Parcels

If a parcel is returned because:

• The delivery address was incorrect or incomplete
• The parcel was unclaimed
• Delivery was refused
• The customer did not collect it within the required timeframe
• The customer was unavailable for the required delivery
• Customer delivery instructions prevented successful delivery
• Import duties or taxes were unpaid
• Customs or local authorities rejected the parcel because of customer-specific restrictions

The customer will be responsible for paying the additional postage cost before the order can be sent again.

A returned-to-sender parcel does not qualify for a change-of-mind refund.

Personalised, custom-made, opened, used or hygiene-sensitive products will not be refunded merely because the parcel was unclaimed, refused, incorrectly addressed or returned.

Original postage charges are not refundable where the return resulted from an action, omission or error by the customer.

Tarot Readings and Spiritual Services

Tarot readings, intuitive guidance, spellwork and other spiritual services are provided for personal reflection, spiritual exploration or entertainment purposes.

No particular spiritual, emotional, romantic, financial, health or other outcome is guaranteed.

Refunds will not be provided merely because a customer:

• Disagrees with a reading
• Dislikes its content
• Feels disappointed by the message
• Does not experience a desired outcome
• Changes their mind after preparation has begun
• Supplied incorrect or incomplete information

If the wrong service is supplied or a paid service is not supplied, contact us so the matter can be assessed.

Digital Products

Digital products, downloadable content and personalised written products cannot be physically returned.

Change-of-mind refunds are not accepted after a digital product has been:

• Delivered
• Accessed
• Downloaded
• Prepared specifically for the customer
• Sent to the email address supplied with the order

Customers are responsible for providing an accurate email address and checking their inbox, spam folder and filtered folders.

If you receive the wrong file or cannot access the supplied content, contact us so the issue can be investigated.