Australian orders

Our returns policy is in addition to your rights under the Australian Consumer Law, as we want you to be satisfied with your purchase.

Change of mind returns

If you have changed your mind about your order, we are happy to offer you an exchange or refund provided that:

  1. The items are returned within 7 days of delivery (excluding Marketplace items, which have a 30-day returns policy);
  2. You can show your original receipt, online tax invoice or other adequate proof of purchase at the time you return the items;
  3. The items have not been used or damaged in any way including that:
    • o They are in their original packaging including manuals, pamphlets and all accessories; and/or
    • o They are unopened, unused and in their original saleable condition;
  4. The items are not in the list of categories ineligible for a change of mind return (see below).

Unfortunately, due to their nature and use, items in the following categories are not eligible for change of mind returns:

  1. Scheduled items/medicines (prescribed or over the counter)
  2. Baby formula
  3. Fragrances
  4. Vitamin supplements
  5. Consumable products (e.g., food and drinks)

Where an item is eligible for a refund, we will refund the price of the item to your original payment method. Shipping costs for the order and return will not be refunded.

Online orders must be returned by mail only. Return delivery address details will be shared as your return is processed.

Any items returned that don’t comply with our change of mind returns policy are unable to be refunded.

Other returns

We will accept returns and provide you with a refund, exchange or repair where the product is:

  1. is faulty or is not of acceptable quality, or
  2. significantly different to those shown or described to you, or
  3. not fit for its intended purpose, or
  4. unsafe.

Where an item is eligible for a refund of this kind, we will refund the price of the item as well as any associated shipping costs to your original payment method.

International orders

You will not be entitled to a refund for the cost of the item or postage and handling if you do not receive your order due to one of the following:

  1. Your order is not collected, or
  2. Your order is rejected at the border, or
  3. Your order is returned to sender, or
  4. Fees or duties are not paid by you

Certain items may be restricted in your country and may be withheld at the border. We are unable to remain across these import requirements for your country and it is your responsibility to ensure that what you order will be able to clear customs.

Warranties may not apply for certain goods purchased for use outside of Australia, except where required by Australian law.

To start the returns process, please visit Contact Us and select ‘Returns’ in the drop-down menu.

Marketplace Returns Policy
Each Marketplace Seller has its own refunds and returns policy

This is available on the Marketplace Sellers information page and will include information about when the Marketplace Seller will accept returns. If you want to return a product, check the Marketplace Seller’s refunds and returns policy and follow the steps to process your return. If you can’t find what you’re looking for or if you’re having trouble with a return, contact our customer service team to assist

30 day change of mind returns guarantee

All Marketplace Seller’s must accept change of mind returns for 30 days (excludes Chemist Warehouse items, which are governed by a 7-day returns policy) from the date of delivery regardless of their refunds and returns policy. When returning a product it must:

  • • must include a reference to the order number.
  • • be in its original packaging with all boxes, bags and tags intact;
  • • include all accessories, manuals, certificates and warranty cards;
  • • include any free gifts or samples that came with it;
  • • not be worn, used, opened or expired; and
  • • be in a resalable condition.

Change of mind returns cannot be accepted for the following products:

  • • custom made, monogrammed, personalised or altered products;
  • • swimwear, underwear, hosiery, and nappies;
  • • pierced jewellery;
  • • personal care products (e.g. electric toothbrushes, shavers);
  • • cosmetics and make-up;
  • • bedding accessories (e.g. quilts, pillows, mattress protection items);
  • • perishable goods (e.g. food, baby formula, vitamins);
  • • gift hampers; and
  • • items that are advertised as not eligible for change of mind returns.

All returns will be reimbursed to your original form of payment.

If a Marketplace Seller refuses to accept your change of mind return within 30 days from the date of delivery contact our customer service team to assist

Problem with your product?

If your product is faulty, damaged or you would like to make a warranty claim, check the Marketplace Seller’s refunds and returns policy and follow the steps to process your return. For further information contact the Marketplace Seller directly via the contact details on their information page.

Know your rights

In addition to your rights above and set out in a Marketplace Seller’s refunds and returns policy, all Marketplace products come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to return a product and receive a repair, replacement or refund from the Marketplace Seller if the product:

  • • is an unacceptable quality;
  • • does not match the description provided on the Marketplace product page; or
  • • is not fit for purpose.

These guarantees do not apply if you have simply changed your mind but all Marketplace Sellers will accept change of mind returns for 30 days from the date of delivery. 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.

Returning your product

Check the Marketplace Seller’s refunds and returns policy and follow the steps to process your return . You are responsible for a product that you have returned until it has been received by the Marketplace Seller, as well as any expenses incurred in returning the product (e.g. mail or delivery charges). This means you must take all reasonable precautions (including suitable packaging) so that the product is not lost or damaged in transit. Unless specified in the Marketplace Seller’s refunds and returns policy, delivery and return shipping fees will not be refunded as part of a change of mind return.

Failed Delivery Attempts

If the Marketplace Seller’s delivery partner is unable to successfully deliver your order and the order is returned to the Marketplace Seller, you must contact the Seller directly to organise another delivery. Any associated shipping fees will be at the expense of the Customer. Chemist Warehouse is not liable for the delivery of good and the original shipping fee will not be refunded.