Chemist Warehouse has a less flexible return policy than most other retailers. However, because of the nature of the products they are selling, we think their return policy is fair.
The Chemist Warehouse return policy
As all Australian businesses, Chemist Warehouse must comply with the Australian Consumer Law (ACL) when it comes to returns, warranty, or refunds.
ACL return policy terms
The Australian Consumer Law requires companies to accept returns on any product that is faulty, unsafe, doesn’t work as it is supposed to.
Depending on the severity of the issue, there are two possible options:
- In case of a major failure, the customer can choose to get a full refund, a replacement product, or a repair.
- In case of a minor failure, Chemist Warehouse will decide how to handle the situation. Most likely they will try to repair or exchange the product.
The above term apply to all companies registered in Australia. However, on top of that, Chemist Warehouse offer even more favorable terms in ther return policy:
Chemist Warehouse and “change of mind” returns
Even if a product is not faulty, you might want to return it for some other reason. This is called a “change of mind” return offered by most, but not all retailers.
Chemist Warehouse accepts such returns as long as the following conditions are met:
- the item is returned within 7 days of the purchase
- the item must be unused, unopened, and be in a re-saleable condition – given the nature of the products Chemist Warehouse is selling, they are pretty strict on this
- you provide a proof of purchase
While this “change of mind” return policy allows to return many products, there are some exceptions:
- medicines
- baby formula
- fragrances
- vitamin supplements
- consumable products
Proof of purchase
Whether you want to return a faulty product under the ACL or use the “change of mind” return policy, you need to be able to prove that the product was indeed bought from Chemist Warehouse.
The original receipt or tax invoice are the best options to show as a proof of purchase.
However, if you have lost the receipt, contact their customer service team to ask what your options are. Some retailers accept credit card statements or other forms of proof.
How to return a product to Chemist Warehouse?
You can walk into the nearest store, call customer service at 1300 734 876, or contact them online.
If you are returning a faulty product under the ACL, Chemist Warehouse will help you to orginize the return at no cost to you.
Please note that once Chemist Warehouse receives a faulty product you’re returning under the ACL, they will send it for assessment to determine the nature of the problem. If they find the product is defunct because of misuse or neglect, you are not entitled to a compensation.
Received a damaged product?
You have 7 days to contact customer support. You’ll be asked to provide some photos of the damaged item and an order number.
What warranty does Chemist Warehouse offer?
Chemist Warehouse offers a warranty on all their products under the Warranties and Consumer guarantees parts of the ACL.
This means that they should accepts returns on faulty products, as described above.
How long is the warranty period?
Unfortunatly the ACL does not define exaclty how long the warranty/guarantee period should be.
The law only says length of the guarantee period should be “reasonable”. We recommend contacting Chemist Warehouse as soon as a product turns out to be faulty or otherwise defunct.
Considering the type of products the company is selling, this should happen fairly soon after the purchase. However, you need to consult with customer support to find out what they consider a “reasonable” guarantee period on the different types of products.
Chemist Warehouse refund policy
A full refund on products with major failures is guaranteed by the ACL. In this case, you can ask for a refund instead of an exchange or repair.
In case of a minor failure, you are more likely to get a replacement product, but Chemist Warehouse might decide to give you a refund. However, in this case, it’s Chemist Warehouse who will decide how to compensate you.
If you return a product under their “change of mind” return policy and satisfy all the requirements, you are likely to get a full refund.
How does Chemist Warehouse issue a refund?
Refunds are issued to the payment method you used when purchasing the product.
Chemist Warehouse exchange policy
The Chemist Warehouse exchange policy works just like their refund policy:
- If the product has a major failure, you can ask for an exchange (or refund or repair).
- If the product has a minor failure, Chemist Warehouse might exchange it, but they might also decide to repair it or give you a refund.
- If you meet the conditions of their “change of mind” return policy, you are likely to be able to exchange your product.