Returns & Refunds

Yes, if you have changed your mind about or are unsatisfied with your recent purchase – Chemist Warehouse will offer you an exchange or refund if your request meets the requirements of our Returns Policy.

We offer change of mind returns if you are unsatisfied with your recent purchase with us. To be eligible for an exchange or refund, your request must meet the following criteria:  

• Initiate the return within 7 days of purchasing (in-store) or receiving (online order) the item/s (excluding ‘online only’ products); 

• Provide evidence of the purchase by showing your receipt, online tax invoice or other adequate proof of purchase;  

• Item/s must be in a salable condition: unopened, not damaged, and unused, and returned in the original packaging with instruction manuals, pamphlets and accessories; and   

• Must not be an item/s from our list of exclusions.  

Please refer to the below list of excluded product categories that are ineligible for change of mind returns. For more information on our conditions for returns and refunds, refer to the Returns Policy.  

If your purchase is deemed faulty, the above criteria do not apply. Shipping fees for online orders are non-refundable.

Unfortunately, Chemist Warehouse does not accept change of mind returns or exchanges for item/s in the following categories:   

• Scheduled medicines (prescribed or over the counter)  

• Baby formula 

• Fragrances 

• Vitamins and supplements 

• Adult products 

• Consumable products (e.g. food and drinks) 

• Gift Cards, eGift Cards or vouchers  

We do not accept returns or exchanges on item/s that are not in a saleable condition; the item must be unused, unopened, and in the original packaging (including instruction manuals, pamphlets and all accessories).   

If a product you have purchased is damaged or faulty, please contact our Customer Service team within 7 days of purchasing (in-store) or receiving your order (online). Submit an enquiry, a team member will be able to assist you in resolving the issue.  

For products that are 'Online Only', please refer to our specific 'Online Only' Returns Policy.

No, you are unable to return a physical or digital Gift Card in exchange for cash.

No, unfortunately we do not accept returns or exchange products purchased from our website to be processed in-store. We require that you follow the steps below outlining how to initiate a return for an online order.  

If you require additional assistance, please contact our friendly Customer Service team.

No, ‘online only’ products are to be returned directly to the Marketplace Partner. Chemist Warehouse cannot accept returns of ‘online only’ products in-store as they were purchased directly from the seller, not Chemist Warehouse. 

We are also unable to offer exchanges or refunds for ‘online only’ products in-store at Chemist Warehouse as products purchased from our Marketplace Partners. 

For more information on how to initiate a return for an ‘online only’ product, please refer to the Online Returns section outlining the required steps.

Yes, we accept exchanges and change of mind returns on Click & Collect orders in line with our Returns Policy. To initiate a return, you will need to visit the store that processed your order.  

For more information on exclusions and policies, please refer to Returns & Refunds.

Yes, we accept change of mind returns and exchanges for Fast Delivery orders in accordance with our Returns Policy conditions. To initiate a return, you will need to visit the store that processed your order.

You may qualify to receive a refund for the delivery fee associated with your Fast Delivery order if you meet the following criteria:

1. Your order is delivered late

2. You receive poor delivery service

3. Your order is delivered to the wrong address

4. Products in your order are missing or damaged

To initiate this process, please contact the store that fulfilled your Fast Delivery order to request a refund of the delivery fee. Refunds will be granted at the store’s discretion.

No, unfortunately Afterpay is only available for online purchases. We are unable to process returns for products purchased via this payment method in-store.

To initiate a return for an Afterpay purchase, please contact our Customer Service team to process the request.

No, unfortunately Zip Pay or Zip Money is only available for online purchases. We are unable to process returns for products purchased via this payment method in-store.

To initiate a return for a Zip Pay or Zip Money purchase, please contact our Customer Service team to process the request.

We accept change of mind returns on online orders in accordance with our Returns Policy conditions. To initiate a return, you will need to contact our Customer Service team for assistance. Please note that 'online only' products are governed by a specific policy, refer to our 'Online Only' Returns Policy for more information.

You must contact us within 7 days of receiving your order if you wish to initiate a return.

If you have changed your mind about an ‘online only’ product you have purchased, you have 30 days from the date of delivery to request a return. To initiate a return, refer to the product page for the item you have purchased for information on next steps, or alternatively contact our friendly Customer Service Team for assistance.

Please be aware, as these orders are fulfilled by our third-party Marketplace Partners — you will be unable to initiate a return in-store at Chemist Warehouse.

Each seller or Marketplace Partner has their own returns and refund policy; as outlined on the product description page for the product you have purchased.

To be eligible for a return or refund the product must meet the following criteria:

• Must be in a saleable condition; unused, unopened and in the original packaging (including instruction manuals, pamphlets and accessories);  

• Has not been worn or used, and if a perishable product has not expired; and 

• Not exempt from return or exchange.  

Refer to the 'Online Only' Returns Policy for the list of exemptions and more information on change of mind returns.

At this stage, our Marketplace Partners do not offer exchanges for ‘online only’ products. If you would like to exchange your purchase, you will need to initiate a return with the seller and wait for confirmation that your return is being processed. Then, you can repurchase the desired product.