Refund policy

DIRECT CHEMIST OUTLET RETURNS POLICY

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

Returns due to CHANGE OF MIND

Customer satisfaction is of upmost importance to us so, if you change your mind, we will allow you to return those products within 7 days of your purchase, provided Direct Chemist Outlet is satisfied that:

• You provide your original Direct Chemist Outlet register receipt, online tax invoice or other adequate proof of purchase at the time you return the item;
• The product is unopened, unused and in its original saleable condition, this means;
  • It is in its original packaging including manuals, pamphlets and all accessories;
  • The item or packaging has not been damaged or tampered with in any way
• The product does not fall under the following category
  • Medicines (Scheduled Items or Over the Counter)
  • Baby Formula
  • Fragrances
  • Earrings
  • Vitamin Supplements
  • Consumable Products

If these requirements are not satisfied Direct Chemist Outlet  reserves the right not to offer an exchange or refund for change-of-mind returns.

OTHER RETURNS

All products sold on Direct Chemist Outlet Online have guarantees that cannot be excluded under Australian Consumer Law. Direct Chemist Outlet will accept product returns and provide you with an exchange, refund or repair where:

1. The product is faulty or is not of satisfactory quality, or
2. Significantly different to those presented 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 provide your Direct Chemist Outlet register receipt, online tax invoice or other adequate proof of purchase at the time when you return the item

Direct Chemist Outlet reserves the right to return the product to the manufacturer to determine the nature of the problem. Direct Chemist Outlet reserves the right not to offer a refund, exchange or repair where the item's fault is a result of neglect or misuse.

Refurbished goods of the same type may be used where goods are presented for repair, rather than the goods being replaced. Refurbished parts may be used to repair goods. Under Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. If the goods fail to be of acceptable quality* and the failure does not amount to a major failure you are eligible to have the goods repaired or replaced.

*Products must be of acceptable quality, that is:

1. Safe, lasting, with no faults
2. Look acceptable
3. Operate as anticipated

Acceptable quality considers what would normally be expected for the type of product and its cost.

DIRECT CHEMIST OUTLET RESERVES THE RIGHT TO:

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 declined.

Please note:

1. Your original Direct Chemist Outlet register receipt or online tax invoice are the best form of proof of purchase
2. Refunds will be issued using your original payment method

ONLINE ORDERS

We take great care in the shipping process, however; if your item(s) do arrive damaged, please contact our friendly Customer Service Team to assess the damage and to work out a resolution. To aid a speedy resolution, a photograph of your item(s) and/or delivery package may be requested.

For returns under Australian Consumer Law, please contact our friendly Customer Service Team to arrange collection of the item(s) to be delivered back to our warehouse for assessment, exchange, repair or refund.

CANCELLED ORDERS

Our aim is to get your order to you as quick as possible, in most cases, orders placed are dispatched on the same or next business day. Once your order has been dispatched, unfortunately it cannot be cancelled and will need to be posted back to us, at the expense of the customer. A full refund less postage will be provided. 

Unacceptable for change of mind returns:

• Medicines (Scheduled Items or Over the Counter)
• Fragrance
• Vitamins
• Baby formula
• Consumable products
• Earrings
• Cosmetics & makeup (including nail polish)
• Personal care (including sex toys)
• Compression stockings
• Support braces

Request for Additional Information

In some cases, we may require further details to process your return. This may include:

1. Proof of purchase (e.g., receipt, order confirmation, paper invoice)
2. Photos of the item showing its condition (the item & packaging must not be tampered with)
3. An explanation of the reason for the return

PLEASE NOTE

1. Click & Collect purchases can not be returned due to a change of mind.
2. Returns or exchanges for store purchases should be directed to the original store.
3. Your approved refund will be processed through your original payment method. Refunds will not be issued via the store.
4. We reserve the right to withhold the release of your order if it is deemed fraudulent.
5. We reserve the right to withhold the release of your order if you fail to comply with providing any form of identification.
6. Please be advised that the actual product or its packaging may vary slightly from the product image displayed.
7. The Recommended Retail Price (RRP) used for any savings comparisons on this website refers to the supplier's recommended retail price for the product.

CLICK & COLLECT ORDERS

Direct Chemist Outlet highly recommends that customers thoroughly inspect their Click and Collect orders at the time of pickup to ensure complete satisfaction with their purchase.

Returns due to CHANGE OF MIND

Unfortunately, we do not accept change-of-mind returns for our click-and-collect service post-collection.

OTHER RETURNS

All products sold on Direct Chemist Outlet Online have guarantees that cannot be excluded under Australian Consumer Law. Direct Chemist Outlet will accept product returns and provide you with an exchange, refund or repair where:

1. The product is faulty or is not of satisfactory quality, or
2. Significantly different to those presented 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 provide your Direct Chemist Outlet register receipt, online tax invoice, or other adequate proof of purchase at the time when you return the item

Direct Chemist Outlet reserves the right to return the product to the manufacturer to determine the nature of the problem. Direct Chemist Outlet reserves the right not to offer a refund, exchange, or repair where the item's fault is a result of neglect or misuse.

CANCELLED ORDERS

Our aim is to prepare your order for you as quickly as possible, in most cases, orders placed are prepared on the same business day. If you wish to cancel your order please contact us as soon as possible. A refund will be issued back to your original payment method which can take up to 2-5 business days.

UNCOLLECTED ORDERS

All uncollected orders will be cancelled and refunded after 14 days. After this period, we are unable to hold or guarantee the availability of items at the store.

PLEASE NOTE

1. Click & Collect purchases can not be returned due to change of mind.
2. Returns or exchanges for store purchases should be directed to the original store.
3. Your approved refund will be issued using your original payment method.
4. We reserve the right to withhold the release of your order if it is deemed fraudulent.
5. We reserve the right to withhold the release of your order if you fail to comply with providing any form of identification.
6. Please be advised that the actual product or its packaging may vary slightly from the product image displayed.
7. The Recommended Retail Price (RRP) used for any savings comparisons on this website refers to the supplier's recommended retail price for the product.

This policy was last updated May, 2026