We assess return and refund requests according to the reason for the request, the condition and type of product, the status of the order and the consumer rights that apply. This policy does not limit rights that cannot be excluded under the Australian Consumer Law.
Faulty, damaged or incorrect goods
If an item is faulty, damaged in transit, materially different from its description or not the item ordered, contact support with the order number and a clear description of the problem. We may ask for photographs or other information that helps assess the issue.
Australian Consumer Law remedies
Consumer guarantees apply automatically to eligible purchases in Australia. Depending on the problem and whether it is major or minor, a customer may be entitled to a repair, replacement, refund or other remedy. A store policy cannot remove these statutory rights.
Change-of-mind requests
Change-of-mind returns are not an automatic right under the Australian Consumer Law. If the store accepts a discretionary change-of-mind return, additional conditions may apply. Medicines, therapeutic goods, personal-care items and products with hygiene, storage or tamper-evident requirements may be unsuitable for resale after dispatch or delivery.
Before returning a medicine or health product
Contact support before sending anything back. Do not return medicines without instructions. If you believe a medicine is damaged, contaminated, incorrectly supplied or unsafe, stop using it and seek appropriate professional advice where needed.
Return assessment
Where assessment is reasonably required, we may need to inspect the product or review photos, batch details, packaging, order records or delivery information before confirming the available remedy.
Refund method and timing
Approved refunds are generally returned through the original supported payment method. After the store issues a refund, the time taken for funds to appear can depend on the bank, card network or payment provider.
Shipping costs
Whether original or return shipping costs are reimbursed depends on the reason for the return and the rights that apply. Where the Australian Consumer Law requires the business to bear reasonable return costs for faulty goods, those rights are not reduced by this policy.
Until support confirms the next step, keep the product, labels, outer packaging and any delivery documentation that may help with the assessment.
Australian resource
For consumer-guarantee information, see the ACCC guidance on repairs, replacements and refunds.