Returns & Exchanges

Our returns policy is in addition to your rights under the Australian Consumer Law. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

The Pharmacy Network encourages customers to purchase only what you need and to read the product ingredients and warnings before purchase as products may not be right for you. In the case of a customer changing their mind on the product they have purchased from The Pharmacy Network, clearance items, as well as items of clothing, hats, baby formula, vitamins, supplements and over the counter pharmaceutical products can not be returned or exchanged. Please contact customer service on within seven days of your order arriving to discuss if an exchange is possible on any other items.


In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Allergy returns must be less than 20% used upon arrival back with us.


If you have received an item that isn’t what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery. Please don’t dispose of the item until we’ve had a chance to chat with you.


The Pharmacy Network will accept product returns and provide you with an exchange, refund or repair where:

  • The product is faulty or is not of acceptable quality, or
  • Significantly different to those shown or described to you, or
  • The product is not fit for its intended purpose, or
  • The product is unsafe, and
  • You can present your Pharmacy Network chemist register receipt, online tax invoice or other adequate proof of purchase.

The Pharmacy Network may elect to return the product to the manufacturer to determine the nature of the problem. The Pharmacy Network reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality* and the failure does not amount to a major failure.

*Products must be of acceptable quality, that is:

  • safe, lasting, with no faults
  • look acceptable
  • do all the things someone would normally expect them to do.

Acceptable quality takes into account what would normally be expected for the type of product and cost.


Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. Please note:

  • Your original The Pharmacy Network register receipt or online tax invoice are the best form of proof of purchase
  • Refunds will be issued using your original payment method.


Even though great care is taken in the shipping process, if your item(s) arrives damaged, please email our Customer Service Team via to assess the damage and to work out a solution.

You may be requested to provide photographs of your item(s) and/or delivery package to aid a speedy resolution.

For returns under Australian Consumer Law, please send us a photo of the product, and email us with your order number and contact details and we will arrange for the item/s to be delivered back to our Warehouse for assessment, exchange, repair or refund.