Each Marketplace Seller has its own refunds and returns policy
This is available on the Marketplace Sellers information page and will include information about when the Marketplace Seller will accept returns. If you want to return a product, check the Marketplace Seller’s refunds and returns policy and follow the steps to process your return. If you can’t find what you’re looking for or if you’re having trouble with a return, contact our customer service team to assist.
30 day change of mind returns guarantee
All Marketplace Seller’s must accept change of mind returns for 30 days (excludes Chemist Warehouse items, which are governed by a 7-day returns policy) from the date of delivery regardless of their refunds and returns policy. When returning a product it must:
must include a reference to the order number.
be in its original packaging with all boxes, bags and tags intact;
include all accessories, manuals, certificates and warranty cards;
include any free gifts or samples that came with it;
not be worn, used, opened or expired; and
be in a resalable condition.
Change of mind returns cannot be accepted for the following products:
custom made, monogrammed, personalised or altered products;
swimwear, underwear, hosiery, and nappies;
pierced jewellery;
personal care products (e.g. electric toothbrushes, shavers);
cosmetics and make-up;
bedding accessories (e.g. quilts, pillows, mattress protection items);
perishable goods (e.g. food, baby formula, vitamins);
gift hampers; and
items that are advertised as not eligible for change of mind returns.
All returns will be reimbursed to your original form of payment.If a Marketplace Seller refuses to accept your change of mind return within 30 days from the date of delivery contact our customer service team to assist.
Problem with your product?
If your product is faulty, damaged or you would like to make a warranty claim, check the Marketplace Seller’s refunds and returns policy and follow the steps to process your return. For further information contact the Marketplace Seller directly via the contact details on their information page.
Know your rights
In addition to your rights above and set out in a Marketplace Seller’s refunds and returns policy, all Marketplace products come with guarantees that cannot be excluded under Australian Consumer Law.You are entitled to return a product and receive a repair, replacement or refund from the Marketplace Seller if the product:
is an unacceptable quality;
does not match the description provided on the Marketplace product page; or
is not fit for purpose.
These guarantees do not apply if you have simply changed your mind but all Marketplace Sellers will accept change of mind returns for 30 days from the date of delivery. As the operator of an online sales platform, Chemist Warehouse cannot ensure that your complaint to a Marketplace Seller will achieve a satisfactory outcome. If we can facilitate a resolution, we will endeavour to do so, but if a satisfactory resolution cannot be reached you may have to pursue a Marketplace Seller for any breach of rights that you may have as a consumer of their products and services.
Returning your product
Check the Marketplace Seller’s refunds and returns policy and follow the steps to process your return . You are responsible for a product that you have returned until it has been received by the Marketplace Seller, as well as any expenses incurred in returning the product (e.g. mail or delivery charges). This means you must take all reasonable precautions (including suitable packaging) so that the product is not lost or damaged in transit. Unless specified in the Marketplace Seller’s refunds and returns policy, delivery and return shipping fees will not be refunded as part of a change of mind return.
Failed Delivery Attempts
If the Marketplace Seller’s delivery partner is unable to successfully deliver your order and the order is returned to the Marketplace Seller, you must contact the Seller directly to organise another delivery. Any associated shipping fees will be at the expense of the Customer. Chemist Warehouse is not liable for the delivery of good and the original shipping fee will not be refunded.
