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Product Returns

At ThePharmacy we want to make your shopping experience as easy and hassle free as possible. We also want you to feel confident in the products and services we provide. So this is why we have the 30 day EASY returns policy*.

In addition to your consumer rights under law, You may return most new, unopened items within 30 days of invoice for an exchange or a account credit. We'll also pay the return shipping costs if the return is a result of our error.

RETURNS INFORMATION

I ordered the wrong product

We are happy for you to return the item for an exchange or account credit within 30 days of purchase, if the item is still sealed in its original packaging and has not been opened or damaged (at our discretion) in any way. Shipping and handling costs via Australia post will be your responsibility. We suggest you insure the item as we cannot cover the loss if it is lost in transit. If the product is damaged in any way, the product will be rejected for return and you will be liable for postage costs to return it to you.

When returning an item it is a good idea to send it back to us in the same packaging we sent it to you in to keep it safe.

I changed my mind

Similar to ordering the wrong product We are happy for you to return the item for an exchange or account credit within 30 days of purchase, if the item is still sealed in its original packaging and has not been opened or damaged (at our discretion) in any way.

If the item has been opened and/or used then we may not be able to allow the return. If the item is for example a medication or a personal use device (Personal use device: item that comes in contact with your body or bodily fluids) we cannot process a return for change of mind. For all other items we will consider a return for change of mind on a case by case basis up to 30 days after purchase. Shipping and handling costs via Australia post will be your responsibility. We suggest you insure the item as we cannot cover the loss if it is lost in transit. If the product is damaged in any way, the product will be rejected for return and you will be liable for postage costs to return it to you.

When returning an item it is a good idea to send it back to us in the same packaging we sent it to you in to keep it safe.

ThePharmacy Sent the Wrong Product

We have sophisticated systems to ensure you get the correct products every time, however if we do make a mistake and send the wrong product, you can send it straight back to us reply paid (no charge to you). Once we receive the incorrect product (unopened and unused) we will promptly send a replacement. If the item has been opened, used or the packaging has been damaged we will be unable to accept the return. Just let us know by filling out the return request form below or in your account dashboard and we will provide you will the required return shipping label.

Please note that if you send an item back without contacting us first, we are unable to: refund for your cost of shipping or cover the item if it is lost or damaged in transit. We will also have to delay sending the replacement item until your original item arrives to our facility. We organise all returns through our transport partners and this is billed to us as part of our commercial agreement with the carrier. So to keep it simple, if we have made a mistake, let us take the responsibility and costs of getting the correct item to you asap. Fast, easy and free

Faulty Product

If you wish to return an item that you believe is faulty, it may be necessary for the item to be returned to the manufacturer for assessment to determine whether or not you are entitled to an exchange, refund or repair. If the item is faulty, then we will do one of the following actions (Depending on the Manufactures Policy):

  1. Place you in contact with the manufacturer for direct warranty support
  2. Exchange the product
  3. Give you an account credit
  4. Refund you for the product

If you need to return an item, simply fill out the "Orders and Returns" form below or login to your account dashboard and select the product Returns link. Fill out the form and try to give as much detail as possible, as to why you would like to return the item. The more detail we receive the faster we can process your request.

We'll notify you once we've received your returns request and assist you further.

When an item is returned for exchange or an account credit it will be processed as soon as possible. When returning an item for exchange or a account credit, please allow appropriate time for:

  1. Transport of the item to ThePharmacy
  2. Processing of your exchange or gift voucher
  3. If exchange: Transport of your new item back to you


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