Bought something from

Chemist Warehouse

that broke too soon?

Chemist Warehouse guarantees all products sold are covered under Australian Consumer Law (ACL) and its own customer-friendly returns policy.
If a product is faulty, damaged, unsafe, or not as described, Chemist Warehouse will repair, replace, or refund it - no matter what any in-store time limits might suggest.

✅ Key coverage points:

• Faulty or damaged items: Covered for refund, repair, or replacement. Applies to both in-store and online purchases.
  
  
• Not as described / unfit for purpose: If the product doesn’t match the description or perform as expected, Chemist Warehouse will fix or replace it.
  
  
• Manufacturer warranties: Many products (like appliances or health devices) carry 12-month manufacturer warranties. Chemist Warehouse will assist or facilitate the manufacturer’s process.
  
  
• Change of mind (7 days): Unused, unopened items may be refunded or exchanged within 7 days of purchase (30 days for marketplace items).
  
  
• Australian Consumer Law: All sales include ACL guarantees — ensuring that major failures entitle you to your choice of refund or replacement.
  
  

💬 Example: If your new hair straightener fails within six months or your blood pressure monitor doesn’t work on arrival, Chemist Warehouse will refund or replace it.

Chemist Warehouse’s warranty and return process is simple, whether you bought in-store or online.

💻 Online purchases (chemistwarehouse.com.au):

1. Submit a return request:
   
   
   • Go to the Contact Us page.
     
     
   • Select “Returns” as the category and include your order number, product name, and issue details.
     
     
   • Upload photos if the product is damaged or faulty.
     
     
2. Wait for instructions:
   
   
   • You’ll receive an RMA (Return Authorisation) and return address.
     
     
   • For faulty or incorrect items, Chemist Warehouse will usually email a prepaid return label.
     
     
   • For change-of-mind returns, you pay return postage.
     
     
3. Return the item:
   
   
   • Repack securely (include invoice/order confirmation).
     
     
   • Ship via the provided label or tracked post.
     
     
4. Refund or replacement:
   
   
   • Once received, Chemist Warehouse will inspect and process your refund or send a replacement.
     
     
   • Refunds are credited to your original payment method.
     
     

🛍 In-store purchases:

1. Visit any Chemist Warehouse store (preferably where purchased).
   
   
2. Bring your receipt or tax invoice and the product.
   
   
3. Explain the fault or concern. Staff will assess it immediately.
   
   
4. Outcome:
   
   
   • Faulty: Refund or exchange on the spot.
     
     
   • Change of mind: Exchange or refund within 7 days, unopened only.
     
     

☎️ Customer support: If you don’t hear back within 3–5 days after submitting your online claim, call 1300 367 283 (Mon–Fri 8:30am–5:30pm, Sat 9am–1pm AEST).

💬 Tip: In-store is fastest for simple warranty issues. Refunds or swaps usually happen same day.

Chemist Warehouse’s warranty is generous, but certain exclusions apply for health, hygiene, and safety reasons.

🚫 No change-of-mind refunds for:

• Prescription or pharmacy-only medicines.
  
  
• Baby formula or edible food items.
  
  
• Opened cosmetics, skincare, or perfumes.
  
  
• Vitamins, supplements, and ingestibles.
  
  
• Personal hygiene products (toothbrushes, shavers, sexual health items).
  
  

🚫 Opened or used products:
Products that have been opened or used cannot be returned unless faulty or unsafe.

🚫 No receipt, no refund:
Proof of purchase is required. If missing, a refund may be refused or limited to current value.

🚫 Marketplace products:
Third-party (Online Only) items follow the seller’s own return policy (usually 30 days). These must be handled via Chemist Warehouse’s online return portal.

🚫 International coverage:
Manufacturer warranties may not apply if the product is taken overseas.

Having proper documentation ready ensures a fast, successful warranty claim.

📜 Proof of purchase:

• In-store: Printed or digital receipt.
  
  
• Online: Order confirmation or invoice email.
  
  
• Bank or card statement (accepted case-by-case).
  
  

📦 Product packaging & accessories:
Include all components (manuals, chargers, packaging). Missing parts may slow down processing.

📸 Photo/video evidence:
Take clear photos (or short videos) of faulty, damaged, or incorrect items. Attach them to your claim form.

🪪 Identification (if requested):
For high-value returns or pharmacy items, staff may ask for photo ID.

🔢 Order number / Case reference:
Always include your order number when contacting support for updates.

💬 Tip: Save all receipts digitally. Chemist Warehouse’s system can’t retrieve older in-store receipts after a few months.

Chemist Warehouse resolves most warranty and return claims quickly, depending on where you purchased.

⏱ In-store:

• Faulty product refunds or exchanges are same-day.
  
  
• Total time: 5–15 minutes.
  
  

💻 Online purchases:

1. Return request approval: 1–3 business days.
   
   
2. Return shipping: 2–7 days depending on location.
   
   
3. Refund processing: 2–7 business days after item received.
   
   
4. Bank processing: Additional 2–5 business days for funds to appear.
   
   

💬 Typical total: 5–10 business days for online orders, or instant in-store.

🚚 Buy Now Pay Later (Afterpay/Zip):
Refunds adjust or cancel remaining instalments automatically.

📢 Follow-up:
If you haven’t received confirmation within 10 business days of return, contact customer service with your order number.

💬 Tip: Including clear photos and proof in your first submission speeds up approval.