Chemist Warehouse

 returns policy – how to return items easily

Chemist Warehouse has a strict 7-day return window for change-of-mind returns. To qualify, you must meet all of these conditions:

• 📅 Within 7 Days: The return must be made within 7 days of receiving your online order or purchasing in-store.
  
  
• 🧾 Proof of Purchase: Either a store receipt or online tax invoice is required.
  
  
• 📦 Unopened & Unused: The product must be sealed, unused, and in original saleable condition.
  
  
• 📋 Original Packaging: All accessories, tags, and packaging must be intact.
  
  
• ✅ Eligible Category: Excludes many product types (see below).
  
  

🚫 Items excluded from change-of-mind returns include:

• Medicines (OTC & prescription)
  
  
• Baby formula
  
  
• Fragrances (perfumes & colognes)
  
  
• Vitamins & supplements
  
  
• Food and drink items
  
  
• Intimate products
  
  

If your product is faulty, incorrect, or not as described, you’re protected by Australian Consumer Law. You’re entitled to a refund, replacement or repair, even after the 7-day mark.

• 🛍 In-Store Purchases: Return to any Chemist Warehouse location with the item and your receipt. Staff will verify the return on the spot. Faulty items may require manager approval.
  
  
• 🌐 Online Orders:
  
  
  1. Submit a return request via the Contact Us form (choose “Returns”).
     
     
  2. Wait for return instructions and shipping address (you’ll be emailed).
     
     
  3. Mail the item back (trackable postage is recommended).
     
     
  4. Once received, Chemist Warehouse will inspect and refund if eligible.
     
     

🚫 You cannot return online purchases in-store. Online orders must be returned by post.

📦 For Marketplace items, return timeframes may be 30 days, and the return must be coordinated with the seller (via Chemist Warehouse).

💡 Always include your order number or return reference number inside the parcel.

• ⏱ 7-Day Window: Starts from delivery date for online orders or date of purchase in-store. No exceptions for weekends or public holidays.
  
  
• 📦 Condition: Items must be sealed, unused, and in original packaging.
  
  
• 📋 Receipt Required: No receipt = no refund (even for faulty products).
  
  
• ⛔ Exclusions Apply: Perfumes, supplements, baby formula, and medicines are not returnable for change of mind, even if sealed.
  
  
• ⚠️ Faulty Item Exceptions: Faulty products can be returned even after 7 days. Report issues as soon as you discover them.
  
  

💡 Tips from real customers:

• Return items immediately if you're unsure.
  
  
• Don’t open products until you’ve decided to keep them.
  
  
• Test scents and shades in-store to avoid return complications.

• 📦 Change of Mind: You pay for return postage. Chemist Warehouse won’t refund original delivery fees or cover return shipping.
  
  
• 💥 Faulty/Incorrect Items: They pay for return shipping. Chemist Warehouse may:
  
  
  • Provide a prepaid label
    
    
  • Offer courier pickup
    
    
  • Refund original delivery fees
    
    

💡 Always confirm with support before mailing a faulty item. They’ll guide you and cover costs where applicable.

🚚 For marketplace returns, shipping policies vary. Check with the seller or Chemist Warehouse customer support.

• 💳 Refund Method: Same payment method as the original order (e.g., credit card, PayPal, Afterpay).
  
  
• ⏱ Timeline:
  
  
  • In-store: Instant refund at register.
    
    
  • Online: Refund processed once return is received and approved. Expect 5–7 business days, plus bank processing time.
    
    
• 📩 Notification: You’ll receive an email confirming when your refund is processed.
  
  
• 💰 Amount Refunded:
  
  
  • Change of mind: Item value only (no shipping refund).
    
    
  • Faulty/wrong item: Full refund including shipping.
    
    

💡 No refund will be issued unless the product is returned and verified as eligible.