🚚 Australia-Wide Delivery |🔒 Secure & Encrypted Checkout | 💊 Quality Healthcare Products
Refund and Returns Policy
This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes or limits any rights or remedies you may have under applicable law.
Our Promise
Your health, safety, and satisfaction are our priority. We are committed to resolving genuine issues fairly, promptly, and in accordance with Australian consumer protection laws while maintaining the highest standards of pharmaceutical safety and quality.
1. Our Commitment
We take great care to ensure every order is accurately prepared, securely packaged, and dispatched in accordance with applicable Australian laws and pharmacy standards.
If there is an issue with your order, our Customer Support team will work with you to resolve it as quickly as possible.
2. Medicines and Pharmaceutical Products
For the safety of all customers and to protect the integrity of pharmaceutical products, we generally cannot accept returns or exchanges of medicines, prescription medications, or other healthcare products once they have been supplied or delivered, unless:
- The product is faulty or defective;
- The incorrect item was supplied;
- The product was damaged during delivery;
- The product has been recalled by the manufacturer or relevant authority; or
- A return is otherwise required under the Australian Consumer Law.
This policy helps ensure that medicines remain safe, authentic, and suitable for patient use.
3. Non-Medicine Products
Eligible non-medicine items may be returned if:
- They are unused;
- They are unopened and in their original packaging;
- They are in resalable condition;
- The return request is submitted within 30 days of delivery; and
- Proof of purchase is provided.
Certain products, including personal care items, hygiene products, and other health-related goods, may not be eligible for return once opened.
4. Faulty, Damaged, or Incorrect Products
If you receive:
- A damaged product;
- A defective product;
- The wrong item; or
- An incomplete order,
please contact us within 7 days of receiving your order.
To help us investigate your claim, please provide:
- Your order number;
- A description of the issue;
- Clear photographs of the product and packaging (where applicable); and
- Any additional information requested by our support team.
Depending on the circumstances, we may offer:
- A replacement;
- A refund;
- Store credit; or
- Another suitable resolution.
5. Order Cancellations
Orders may only be cancelled before they have entered the processing or dispatch stage.
Once an order has been prepared for shipment or dispatched, it may no longer be possible to cancel it.
If cancellation is approved before processing, any eligible refund will be issued using the original payment method.
6. Refund Eligibility
Refunds may be provided where:
- Goods have a major fault;
- Goods do not match their description;
- Goods are significantly different from what was ordered;
- The incorrect products were supplied;
- Items arrive damaged; or
- A refund is required under Australian Consumer Law.
Refunds will not normally be issued for:
- Change of mind;
- Incorrect product selection by the customer;
- Medicines that have been opened or used;
- Products damaged due to misuse or improper storage after delivery;
- Delays caused by incorrect delivery information supplied by the customer.
7. Return Process
If your return is eligible:
Step 1
Contact our Customer Support team with your order number and details of the issue.
Step 2
Our team will assess your request and advise whether the item should be returned.
Step 3
If approved, you will receive return instructions.
Please do not send products back without prior authorisation, as this may delay processing.
8. Return Shipping
Where a return is approved due to:
- Our error;
- A defective product;
- Incorrect supply; or
- A product damaged during transit,
we may arrange return shipping or reimburse reasonable return postage costs where appropriate.
If a return is accepted for reasons other than our error (where permitted), the customer may be responsible for return shipping costs.
9. Refund Processing
Once your return has been received and inspected (where applicable), we will notify you of the outcome.
Approved refunds are generally processed within 5–10 business days, although the time taken for funds to appear in your account may vary depending on your financial institution or payment provider.
Refunds are normally issued using the original payment method.
10. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
- A replacement or refund for a major failure; and
- Compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Questins or Concerns?
If you have any questions regarding returns or refunds, please contact our Customer Support team.