Returns Policy
At Plendi we work hard to provide you with the best products and customer service. In the case of wanting to return a product, please read the returns policy below carefully:
1. Contact Customer Service before you return!
Please do not return a product to us without getting in touch with our customer service team first! Our friendly team is standing by to assist you.
2. Return or Refund for Convenience
Unfortunately we do not offer returns or refunds for convenience. Before you buy a product, please read the product information carefully.
Please consult the product ingredients list before you purchase a product to make sure you are not sensitive or allergic to any of the ingredients used. Always patch test a new skincare product before you use it. We cannot return or refund a product if you demonstrate sensitivity to the ingredients.
If you have any questions or concerns about a product or our ingredients, contact our friendly sales team by heading over to our contact us page to send us a note, or email us directly at hello@plendi.co before you purchase.
3. Replacement or Refund for Damage in Transit
We take extra care to pack and wrap your products to minimize and avoid damage in transit. Unfortunately, we're not in control of the full delivery cycle. Although extremely unlikely that your product will be damaged (occasionally the outer packaging / mailer box might be damaged in transit), we cannot say "never"... If you receive a damaged product (e.g. the jar or the jar lid is cracked; the jar is open and contents have spilled out etc), we are happy to replace or refund you on inspection of the damage.
- Contact our customer service team at hello@plendi.co, quote your original order number, and provide details of the damage (including photos) within 30 days of the purchase date.
- We may ask you to return the product for further visual inspection. This will be done at your expense. Plendi Skin will not reimburse return shipping expenses.
- We will verify whether you are entitled to either a replacement or a refund and will provide instructions accordingly.
4. 90-Day Money-Back Guarantee
We are extremely confident in our products and the efficacy claims and believe that you will achieve a healthier, more radiant skin when you use our products as directed.
If you have not seen any improvement in your skin after 90-days of using our products, we offer a 100% money-back guarantee.
To be eligible for a full refund:
- You must take at least 5 high definition photos of your skin before you start to use our products. Photos must be taken of your skin without any makeup on, in natural lighting, from different angles. Skincare concerns must be clearly visible. Photos must not be digitally enhanced, modified or altered. Metadata must not be removed. Photos cannot be older than 5 days before purchase date, or more recent than 15 days after purchase date.
- You must take at least 5 similar high definition photos of your skin after 90 days of purchase date (but no later than 95 days). Photos must be taken of your skin without any makeup on, in natural lighting, from similar angles to your before images. Skincare concerns must be clearly visible. Photos must not be digitally enhanced, modified or altered. Metadata must not be removed. Photos must be older than 90 days from purchase date.
- You must use our products as directed, for at least 90 consecutive days.
- You must act in good faith at all times, with good intent and with integrity. Plendi reserves the right to cancel the money-back guarantee if we, in our sole discretion, believe that a customer is acting dishonestly or fraudulently. Our decision will be final.
To start the refund process:
- Send our customer service team an email at hello@plendi.co, and include: (a) your original order number; (b) a statement of why you are not satisfied with the product. Include details of how and how often you've used the product. (c) Include the 5x before and the 5x after photos as outlined above.
- Our Plendi team will evaluate your refund request. If your statement of photos are unclear, we may request clarification. If you do not include before and after images, we will not be able to support your refund request.
- We will make a decision within 5 business days and will advise you of the returns process to return all used and unused products, at your own expense. Our decision will be final.
Exclusion:
The 90-Day Money-Back Guarantee does not apply if you use the product and your skin reacts negatively to the mask (e.g. redness or tingle). Despite all attempts to ensure our products are safe to use, we cannot safeguard you skin from reacting to our products. Everyone's skin is different and we therefore recommend that you ALWAYS review the ingredients before you purchase and patch test any cosmetic product before you apply it to your face for the first time.
Read our blog post here for more information.
5. Returns
When instructed, you must return all used and unopened products from your order at your own expense to Plendi Pty Ltd, L1 333/241 Adelaide Street, Brisbane, QLD, 4000 AUSTRALIA.
6. Refund
When eligible, and when instructed, we will process a refund according to these terms, using the same customer information and payment method used for the original purchase.
To prevent fraud, we cannot and will not process a refund to a different customer or using a different payment method than the one used on your order.
7. Changes to the Returns Policy Terms
- You can review the most current version of our Returns Policy at any time on this page.
- We reserve the right, at our sole discretion, to update, change or replace any part of these Policy terms by posting updates and changes to our Site. It is your responsibility to check our Site periodically for changes. Your continued use of or access to our Site or the Service following the posting of any changes to these Terms constitutes acceptance of those changes.
8. Contact Information
If you have questions, or if you would like to make a complaint, please contact us by e-mail at hello@plendi.co.
