If a product, package or label appears unusual, damaged or tampered with, do not ignore the concern. Keep the item and packaging and contact support so the issue can be documented and reviewed.
Check the exact product
Compare the product name, strength, dosage form, pack size, batch or lot details and expiry information with the order and label. Manufacturers can update packaging, so a visual difference alone does not always mean a product is counterfeit.
Tamper evidence and damage
Do not use a product if a required tamper-evident feature is broken, the packaging is materially damaged, tablets or contents appear contaminated, or the item appears to have been opened or altered unexpectedly.
Australian Register of Therapeutic Goods
Many therapeutic goods lawfully supplied in Australia are entered on the Australian Register of Therapeutic Goods (ARTG), although exemptions and special-access pathways exist. Where relevant, the exact product can be checked using official TGA resources rather than relying only on a website listing.
Photos and records
Clear photos of the outer parcel, shipping label, product packaging, batch details and the concern can help with assessment. Do not post sensitive order details publicly.
Reporting concerns
Where a suspected counterfeit, quality defect or safety issue involves a therapeutic good, the TGA may have an appropriate reporting pathway in addition to contacting the store.
If a medicine appears materially different, tampered with or damaged in a way that could affect safety, do not use it until the concern has been appropriately reviewed.