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An order for a product sold through the Chemist Warehouse website is fulfilled by Chemist Warehouse at one of its distribution centres. These products are considered stock owned by Chemist Warehouse.
Marketplace products that are sold through the Chemist Warehouse website are sold by the Marketplace Seller (and not by Chemist Warehouse). This means that Chemist Warehouse does not hold the stock and relies on the Seller to fulfill orders for these products. The transaction that is entered into for the supply of these products is between you and the Marketplace Seller.
You can distinguish Marketplace products from Chemist Warehouse products by the “Marketplace Product” badge displayed over the product image.
On a Marketplace product page, there is also a box located under the ‘Add to Cart’ button that provides more details about the Marketplace Seller.
Yes, we encourage you to contact the Marketplace Seller directly if you have questions about a Marketplace product.
Each Marketplace Seller has its own Marketplace Seller Information page. This page contains the Marketplace Seller’s contact details, returns and refund policies, and other important information. There are a number of ways that you can access a Marketplace Seller’s Information page.
Yes, however only the Chemist Warehouse products will be available via Click & Collect or Fast Delivery. The Marketplace products will be shipped to you separately by the Marketplace Seller and will generally incur a shipping fee charged by the Marketplace Seller.
From time to time, a Marketplace Seller may offer free shipping, however this is at the discretion of the Marketplace Seller, not Chemist Warehouse.
You can track your order for a Marketplace product through your Chemist Warehouse account. Go to your ‘Active Orders’ or your ‘Dispatched Orders’ and click on the ‘Track Order’ link.
If you do not have a Chemist Warehouse account and placed your order as a Guest, refer to your order confirmation email for tracking information.
Once the Marketplace Seller has dispatched your order, you will be able to view the courier partner’s details and tracking information.
No, Marketplace products cannot be picked up from a Chemist Warehouse store as they are shipped directly from the Marketplace Seller.
If you only received part of your order it may be because your order contained both Chemist Warehouse products and Marketplace products. Orders containing both Marketplace products and Chemist Warehouse products are split into separate order numbers. This is because the Chemist Warehouse products are shipped from a Chemist Warehouse distribution centre while Marketplace products are shipped by the Marketplace Sellers.
You can track the rest of your order from your Chemist Warehouse account. If you do not have a Chemist Warehouse account and placed your order as a Guest, refer to your order confirmation email for tracking information.
If after tracking your order, you still believe there is an issue with a missing item, please contact our Customer Service team at https://www.chemistwarehouse.com.au/contactus
Chemist Warehouse only sells the Chemist Warehouse products so will only provide a tax invoice for the Chemist Warehouse products. Marketplace products are sold through the Chemist Warehouse website by Marketplace Sellers. You will receive a physical tax invoice from the Marketplace Sellers when you receive the Marketplace products.
To view all the Chemist Warehouse and Marketplace products in your order, go to the order in your Chemist Warehouse account and click ‘View Receipt’.
If you do not have a Chemist Warehouse account and placed your order as a Guest, refer to your order confirmation email for further information.
If you would like to obtain another copy of the Marketplace Seller’s tax invoice, please contact the Marketplace Seller directly. The Marketplace Seller’s contact details are available on the Marketplace Seller’s Information page.
No, at this stage only regular post is available for Marketplace products.
You can visit the Marketplace Seller’s Information page to learn more about their warranty and return policies.
If a Marketplace product has a specific warranty, it will be available on the Marketplace product page.
You must contact the Seller directly to rearrange a delivery. Any associated shipping fees will be at the expense of the Customer. In this event, Chemist Warehouse and Marketplace Seller’s will not refund the cost of shipping.
Once an order is placed it cannot be cancelled.
If you have ordered Marketplace products from different Marketplace Sellers, you will need to contact each Marketplace Seller to request a return and refund.
If you receive a damaged or faulty Marketplace product, it is important to contact the Marketplace Seller immediately and the product should not be used.
See the Marketplace Seller’s Information page for contact details and information relating to faulty or damaged goods and refund and returns policies.
No, Marketplace products can only be returned to the Marketplace Seller. Chemist Warehouse cannot accept the return of Marketplace products in store because they were purchased from a Marketplace Seller and not Chemist Warehouse.
Yes, if you change your mind about a product that you have purchased from a Marketplace Seller, you have 30 days from the date of delivery to request a return provided that the product:
See the Marketplace Returns Policy for a list of exempt products, and the change of mind returns process. A refund may take several business days to process and will be charged back to the original payment method used to purchase the product.
For refunds outside the 30-day change of mind returns policy, you will need to contact the Marketplace Seller directly. See the Marketplace Seller’s Information page for contact details and information relating to refund and returns policies.
At this stage, Marketplace Seller’s do not offer any exchanges for Marketplace products where you have changed your mind about that product.
If you would like to exchange a product, you will need to return that item to the Marketplace Seller by following the 30-day (excludes Chemist Warehouse items, which are governed by a 7-day returns policy) change of mind returns policy and then purchase the desired product as a new order.
As the operator of an online sales platform, Chemist Warehouse cannot ensure that your complaint to a Marketplace Seller will achieve a satisfactory outcome. If we can facilitate a resolution, we will endeavour to do so, but if a satisfactory resolution cannot be reached you may have to pursue a Marketplace Seller for any breach of rights that you may have as a consumer of their products and services.