Chemist Warehouse

refund policy – how to claim your money back

You're eligible for a refund or exchange from Chemist Warehouse if:

• The product is faulty, unsafe, not as described, or unfit for purpose — as per Australian Consumer Law.
  
  
• You changed your mind within 7 days, with:
  
  
  • Receipt or tax invoice (proof of purchase),
    
    
  • Product unopened, unused, and in original packaging,
    
    
  • The product is not on the exclusion list.
    
    

🚫 Not eligible for change-of-mind returns:

• Medicines (prescription or OTC),
  
  
• Baby formula & food,
  
  
• Opened cosmetics or fragrances,
  
  
• Vitamins, supplements, or ingestibles,
  
  
• Intimate or personal hygiene items.
  
  

📌 Marketplace items bought via Chemist Warehouse may have a 30-day return window, but different rules apply. Check your order confirmation or contact Chemist Warehouse support.

💡 Tip: Always check product return eligibility before buying, and keep your receipt safe.

1. 📩 Submit a Return Request:
   
   
   • Go to the Contact Us form, select “Returns”, and include your order number, item, reason, and photos (if faulty).
     
     
2. 📧 Wait for Response:
   
   
   • Chemist Warehouse will confirm if your return is approved and provide mailing instructions or a return authorisation number (RMA).
     
     
3. 📦 Send the Item (Online Orders):
   
   
   • Mail it to the address provided.
     
     
   • Include the RMA, invoice, and package it securely.
     
     
   • For change-of-mind, you cover postage.
     
     
   • For faulty/wrong items, Chemist Warehouse may provide a free return label.
     
     
4. 🏪 In-Store Refunds (Store Purchases Only):
   
   
   • Return in person with item and receipt within 7 days.
     
     
   • Faulty items may be eligible beyond 7 days per ACL.
     
     

💡 Items bought online cannot be returned in-store. Follow the online return process only.

• Refunds are processed within 2–7 business days once the return is approved.
  
  
• Total timeline (mail return + processing) = typically 5–10 business days.
  
  
• Payment method affects timing:
  
  
  • Credit/Debit cards: 2–5 business days.
    
    
  • PayPal: Often same day once processed.
    
    
  • Afterpay/Zip: Refund appears as adjustments to your payment plan.
    
    
• You’ll receive an email confirmation once your refund is issued.
  
  

💡 If 10+ business days pass and no refund appears, follow up with customer service and quote your case number.

• 💳 Credit/Debit Cards: Refunded to the same card.
  
  
• 💵 Cash (in-store only): Refunded in cash at the counter.
  
  
• 📲 PayPal: Sent to your PayPal account or linked card.
  
  
• 🛍 Afterpay/Zip: Adjusted payment plan + refunded amounts returned to card via BNPL platform.
  
  
• 🎁 Gift Card Purchases: Refunded to a new or reactivated gift card.
  
  

💡 Refunds are always returned to your original payment method for security and compliance.

• Return after 7 days = Denied for change-of-mind (strict enforcement).
  
  
• No receipt = No refund, even for faulty items.
  
  
• Opened/used items = Not eligible for discretionary return.
  
  
• Website return form glitch = Try calling 1300 367 283 or emailing support.
  
  
• Package damaged in return shipping = Chemist Warehouse may reject it (use tracked postage).
  
  

💡 If you hit a roadblock, ask to escalate or quote your ACL rights (especially for faulty products).