Refund & Exchange Policy



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


What is our Returns Policy?

Please choose products carefully as we DO NOT refund or exchange due to change of mind. 

We accept refunds or exchanges in accordance with the Australian Consumer Law. This enables you to return or exchange a product where:

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

We reserve the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.

Please note that not all purchases are eligible for return. Items not eligible include:

  • Prescription Medicines, due to Australia Health Regulations;
  • Medications which require special storage (as storage conditions may be compromised);
  • Medications which are not sealed by the manufacturer;
  • Cosmetics and personal healthcare items; and
  • Baby formula


If you are seeking a refund that is not due to a change of mind, you are welcome to bring the products in-store, or alternatively email us at [email protected] and one of our staff will get in contact with you.


Cancellation of Orders

Please keep in mind that orders are processed and dispatched at a timely manner, any orders that have already been dispatched cannot be cancelled.

However, we do allow for cancellations of order free of charge if the order has yet to be dispatched. For Click & Collect orders, cancellation is free at any time. 


Unable to Supply

Whilst we do our best to ensure stock levels are accurate, some stock levels may not reflect stock levels in-store. In this event, our staff will contact you directly and a full refund will be given for the product. 


Faulty, Damaged or Defective Orders

If an item is faulty, damaged or defective when received, we will replace or refund the items at no charge. Please email us at [email protected] and our staff will contact you as soon as possible. Please email us before returning the product as some manufacturers prefer to deal directly with the customer. You may also return the item in-store, in which case please have the online receipt or order number handy. 


Incorrect Orders

In the event that you have received a product that does not match what you ordered, please email us at [email protected]. We will issue a Reply Paid Address to present to AusPost to return the product and we will send the correct product without charge. 

If you have ordered the incorrect product, please email us at [email protected] and we will do our best to help you.


v1.1 Updated on 26th July 2020.

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