Our Return & Refund Policy
We want you to feel safe and supported when ordering your medicines and health products through our service. Because many of the items we supply are prescription or
temperature-sensitive, our return options are a little different from regular online shopping.
Prescription Medicines
Once a prescription medicine has left the pharmacy, we can’t accept returns (this is for safety and legal reasons).
If you ever receive the wrong item, wrong strength, or damaged medication, please let us know straight away — we’ll arrange a replacement or refund.
Cold Chain / Temperature-Sensitive Medicines
Items like injections or insulin must stay cold.
These cannot be returned unless there has been a delivery issue (e.g. wrong item).
Over-the-Counter (OTC) & Non-Prescription Products
Once over-the Counter & Non-Prescription medicine has left the pharmacy, we can’t accept returns
(this is for safety and legal reasons).If we sent the wrong item or it arrived faulty, we’ll cover the return and replacement.
If you’ve simply changed your mind, return postage is your responsibility.
Medical Devices & Health Equipment
Can be returned within 30 days if they are unused and sealed.
Faulty products will always be replaced or refunded.
Refunds
Once approved, refunds are sent back to your original payment method within 5–10 business days.
Delivery fees are only refunded if the issue was our error.
How to Request a Return or Refund
Contact our Customer Support Team as soon as possible.
Provide your order number and a quick description of the issue (photos help if the item is damaged).
We’ll walk you through the next steps and make sure you’re looked after.
✅ Our policy follows Australian Consumer Law and pharmacy regulations — so you can order with confidence.