At Discount Chemist, we aim to ensure all products are delivered in excellent condition and meet your expectations. Due to the nature of pharmaceutical and healthcare products, our returns policy varies depending on the type of product purchased.
This policy outlines how returns, refunds, and replacements are handled across different product categories.
1. Prescription Medications
Prescription medicines (including pharmacist-only and pharmacy medicines) cannot be returned once they have been dispatched.
This is due to strict safety, storage, and regulatory requirements that prevent the resale or reuse of dispensed medications.
Exceptions:
- Incorrect item supplied
- Item damaged during transit
- Faulty product
In these cases, please contact our support team and we will arrange a replacement or refund where appropriate.
2. Refrigerated Items
Products that require refrigeration or controlled temperature handling cannot be returned after dispatch.
This is to ensure product integrity and patient safety.
Exceptions:
- Product arrived damaged
- Product was compromised during delivery
If an issue occurs, please contact us immediately so we can assess and resolve the situation.
3. Faulty, Damaged, or Incorrect Items
If you receive an item that is:
- faulty
- damaged in transit
- incorrect (different from what was ordered)
You may be eligible for a refund or replacement, in accordance with Australian Consumer Law.
Please contact us within a reasonable timeframe and provide:
- your order number
- a description of the issue
- photos (if applicable)
We will assess the issue and provide an appropriate resolution.
Cosmetic Packaging Damage (Tins and Similar Products)
For products supplied in metal tins (including infant formula and similar packaged goods such as Alula products), minor cosmetic dents to the outer packaging may occur during transit.
- Minor dents to the tin do not affect the quality, safety, or freshness of the product, provided the seal remains intact.
- Refunds or replacements are not offered for cosmetic packaging damage where the product is unopened and the seal is not compromised.
However, if:
- the seal is broken
- the packaging is significantly deformed
- or the product inside is affected
Please contact us and we will assess the item as a damaged product and provide a suitable resolution.
4. Non-Prescription Products (General Retail Items)
Unopened and unused non-prescription items may be eligible for return under the following conditions:
- the item is in its original packaging
- the item is unused and unopened
- the return request is made within 30 days of delivery
Returns are assessed on a case-by-case basis.
5. Return Shipping Costs
- If the return is due to an error on our side (incorrect, faulty, or damaged item), we will cover return shipping costs.
- For change-of-mind returns (where applicable), the customer is responsible for return shipping costs.
6. How to Request a Return
To initiate a return, please contact our customer support team with:
- your order number
- product details
- reason for return
We will provide instructions on how to proceed, including whether the item should be returned and the appropriate return method.
7. Important Notes
- Returns are subject to product type and regulatory restrictions.
- Some products cannot be returned under any circumstances once dispatched.
- This policy operates in addition to your rights under Australian Consumer Law.