Not sure if you can return your Chemist Warehouse purchase?
Can you return an item to Chemist Warehouse? Check eligibility first
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.
How to return an item to Chemist Warehouse
- 🛍 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:
- Submit a return request via the Contact Us form (choose “Returns”).
- Wait for return instructions and shipping address (you’ll be emailed).
- Mail the item back (trackable postage is recommended).
- Once received, Chemist Warehouse will inspect and refund if eligible.
- Submit a return request via the Contact Us form (choose “Returns”).
🚫 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.
Chemist Warehouse return timeframes and item conditions
- ⏱ 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.
Who pays for Chemist Warehouse return shipping?
- 📦 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
- Provide a prepaid label
💡 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.
Chemist Warehouse refunds after a return - how and when you’ll get your money back
- 💳 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.
- In-store: Instant refund at register.
- 📩 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.
- Change of mind: Item value only (no shipping refund).
💡 No refund will be issued unless the product is returned and verified as eligible.
Real Chemist Warehouse cases submitted through Ajust
I received the wrong item twice in the same order and was told I had to return it myself, even though I’m unwell and unable to get to a post office. After fifteen years of loyalty, I felt abandoned instead of supported when all I wanted was the product I’d paid for. - Ann
The perfume set I ordered was clearly not genuine. The scent faded quickly, the lotion smelled wrong, and the bottle began corroding. I had no choice but to request a return, which was stressful considering I expected quality from a trusted retailer. - Jessica
I bought a thermometer for my baby, but it didn’t work at all. When I tried to exchange it, staff refused without the manager present and asked me to buy another one in the meantime. I left frustrated, still without the working product I urgently needed. - Vishal
One of my supplement containers arrived with the lid loose and the seal broken. I didn’t feel safe consuming it and had to arrange a return. When buying health products, I expect packaging to be intact and trustworthy. - Angela
Real customer experiences with Chemist Warehouse returns
❌ Return denied after 7 days: One customer attempted a return on day 8 and was refused (strictly no extensions).
❌ No receipt = no refund: A customer was denied a return for a defective product due to no proof of purchase. Always keep your receipt!
❌ Exchange limitation: One shopper had to return a product by mail and reorder separately due to no in-store returns for online items.
Official Chemist Warehouse Returns Resources & Links
Chemist Warehouse Return FAQs
Can I return an item to Chemist Warehouse if I change my mind?
Yes, you can return an item within 7 days, but only if it’s unopened, unused, in original packaging, and you have proof of purchase. Change-of-mind returns exclude medicines, baby formula, fragrances, supplements, food, and intimate products. If you miss the 7-day window or fall into an excluded category, you’ll need to keep the item unless it’s faulty.
What should I do if my Chemist Warehouse product is faulty?
If your product is faulty, incorrect, or not as described, you’re entitled to a refund, replacement, or repair under Australian Consumer Law. You can return it even after 7 days. Report the issue as soon as you notice it, and Chemist Warehouse should cover return shipping and refund your delivery fees. Always keep your receipt, as no refund is processed without proof of purchase.
Can I return an online Chemist Warehouse order in-store?
No, online Chemist Warehouse purchases cannot be returned in-store. You must submit a return request online, wait for instructions, and send the item back by post. Use trackable postage to ensure it arrives safely. Marketplace items may have different return windows, so always confirm with the seller before posting your return.
Who pays for return shipping at Chemist Warehouse?
For change-of-mind returns, you pay return postage, and Chemist Warehouse won’t refund delivery fees. But if the item is faulty, damaged, or incorrect, Chemist Warehouse covers return shipping and refunds your original delivery fees. Always contact customer support before mailing a faulty item so they can arrange a prepaid label or courier pickup.
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.