Chemist Warehouse Return Policy : 7-Day Change of Mind, Online Orders

Bought something from Chemist Warehouse and now you’re not sure about it? Maybe you grabbed the wrong shade, the wrong size, or doubled up on a product. Chemist Warehouse does allow change-of-mind returns, but the rules are strict: short time frames, some big excluded categories, and different rules for marketplace “online only” products.

This guide breaks down the Chemist Warehouse return policy in simple terms for Australian shoppers — covering in-store purchases, standard online orders, Click & Collect, Fast Delivery and “online only” marketplace items.

Key Points at a Glance

Change of mind window:
- 7 days for Chemist Warehouse products (in-store and online).
- 30 days for “online only” marketplace products.
Conditions:You must:
- Start the return within 7 days (or 30 days for “online only” items).
- Provide a receipt or online tax invoice.
- Return items unopened, unused, undamaged and in original packaging with all manuals and accessories.
No change-of-mind returns on: medicines (script or OTC), baby formula, fragrances, vitamins & supplements, adult products, food and drinks, and gift cards.
Where you can return:
- In-store purchases: return to a Chemist Warehouse store.
- Standard online orders: must be returned by mail, not in-store.
- Click & Collect and Fast Delivery: change-of-mind returns are handled at the store that processed the order.
- “Online only” marketplace items: must be returned to the Marketplace Partner, not in-store.
Shipping fees:
- For change of mind, shipping is not refunded.
- For faulty items, Chemist Warehouse may refund product + shipping.
Faulty, unsafe or not as described: covered by Australian Consumer Law with rights to refund, repair or replacement.

1. Change-of-Mind Returns for Chemist Warehouse Products

Chemist Warehouse does allow change-of-mind returns, but the rules are tighter than many other retailers. For their own products (not marketplace “online only” items), the key things are:

Time Limit

You must initiate the return within 7 days:
- 7 days from purchase for in-store orders, or
- 7 days from delivery for online orders (excluding “online only” items).

Condition Requirements

To qualify for a change-of-mind refund or exchange, your item must:

Be in saleable condition:
- Unopened.
- Unused.
- Not damaged.
Be returned in the original packaging, including:
- Instruction manuals and pamphlets.
- All accessories.
Not fall into one of the excluded categories listed below.
Be supported by proof of purchase:
- Store receipt, or
- Online tax invoice or other adequate proof.

Items Excluded from Change-of-Mind Returns

These items cannot be returned just because you changed your mind, even if they are still sealed:

Scheduled medicines (prescription or over-the-counter).
Baby formula.
Fragrances (perfume, cologne, etc.).
Vitamins and supplements.
Adult products.
Consumable products such as food and drinks.
Gift Cards, eGift Cards and vouchers.

If an item is not in a saleable condition (opened, used, damaged, or missing packaging/accessories), Chemist Warehouse will not accept it back for change of mind.

Refund Method for Change of Mind

Where your return is accepted, Chemist Warehouse will refund the price of the item to your original payment method.
Shipping costs for the original order and the cost of sending the item back are not refunded for change-of-mind returns.

2. In-Store vs Online Purchases

In-Store Purchases

You can return eligible in-store purchases to a Chemist Warehouse store within 7 days for change of mind, if they meet the policy conditions.
Take:
- The item and its packaging, and
- Your receipt or other valid proof of purchase.
Staff will check:
- That you’re within the 7-day window.
- That the item is unopened, unused and in saleable condition.
- That it’s not on the excluded list.

Standard Online Orders (Home Delivery)

For standard online orders placed on the Chemist Warehouse website (Australian orders, not “online only” products):

You must contact Customer Service within 7 days of receiving the order to start a change-of-mind return.
Chemist Warehouse states that online orders must be returned by mail only — they are not processed in-store.
Customer Service will:
- Confirm if the item is eligible (not excluded, within 7 days, unopened etc.).
- Provide the return delivery address and steps to follow.
You pay for return postage on change-of-mind returns.
Shipping fees from the original order are non-refundable for change of mind.

Click & Collect Orders

Chemist Warehouse does accept change-of-mind returns on Click & Collect orders in line with the standard 7-day policy.
To return, you must visit the store that processed your Click & Collect order.
The usual rules apply:
- Within 7 days of purchase/collection.
- Proof of purchase provided.
- Item unopened, unused, undamaged, in original packaging, and not excluded.

Fast Delivery Orders

Fast Delivery orders can also be returned or exchanged for change of mind as long as you meet the standard conditions.
Returns are handled at the store that fulfilled the Fast Delivery order.
You may be able to get a refund of the Fast Delivery feeif:
- Delivery was late,
- Service was poor,
- The order went to the wrong address, or
- Items arrived missing or damaged.
Delivery-fee refunds are at the store’s discretion.

Payments with Afterpay, Zip Pay or Zip Money

Afterpay and Zip are available for online purchases only.
Returns for orders paid with Afterpay, Zip Pay or Zip Money cannot be processed in-store.
To return these orders, you must contact Customer Service so the refund can be handled correctly through your payment provider.

3. “Online Only” Marketplace Products (30-Day Policy)

Some products on the Chemist Warehouse website are labelled “online only”. These are shipped directly by third-party Marketplace Partners, not from Chemist Warehouse stores.

Change-of-Mind Window

Marketplace Partners must accept change-of-mind returns for “online only” items for 30 days from the date of delivery.
Chemist Warehouse items themselves are still governed by the 7-day policy, even if ordered online.

Conditions for “Online Only” Change-of-Mind Returns

To be eligible, “online only” items must:

Include a reference to the order number.
Be in the original packagingwith:
- All boxes, bags and tags intact.
- All accessories, manuals, certificates and warranty cards.
- Any free gifts or samples that came with the product.
Be unused, unworn, unopened and not expired.
Be in a resaleable condition.

“Online Only” Items Excluded from Change-of-Mind Returns

Marketplace Partners are not required to accept change-of-mind returns on certain “online only” categories, including:

Custom-made, monogrammed, personalised or altered products.
Personal care products (e.g. electric toothbrushes, shavers).
Items that come into contact with the body and cannot be returned for hygiene reasons, including clothing and sexual wellbeing items.
Cosmetics and make-up.
Bedding accessories (quilts, pillows, mattress protectors, etc.).
Perishable goods (food, baby formula, vitamins and supplements).
Any item that is clearly advertised as not eligible for change-of-mind returns.

Where and How to Return “Online Only” Products

“Online only” items cannot be returned in-store at Chemist Warehouse.
Each Marketplace Partner has its own returns and refunds policy — details are on the product page for that item.
To start a return, you usually:
- Check the Seller / Marketplace Partner info on the product page, and
- Follow the partner’s return instructions or contact Chemist Warehouse Customer Service for help contacting the seller.
You are responsible for:
- The product until it reaches the Marketplace Partner, and
- Any return postage costs, unless the seller’s policy or a fault remedy says otherwise.
Unless the seller’s own policy says something different, delivery and return shipping fees are not refunded for change-of-mind returns. A restocking fee may also apply.

Refunds for “Online Only” Returns

When a Marketplace Partner accepts a change-of-mind return, the refund is made to your original form of payment.
If a Marketplace Partner wrongly refuses a valid change-of-mind return, Chemist Warehouse suggests you contact their Customer Service team for help.

4. Faulty, Damaged or Unsafe Products

Everything above about change of mind sits on top of your rights under the Australian Consumer Law. If a product is faulty, unsafe, not as described or not fit for purpose, you may be entitled to a refund, repair or replacement even outside the 7-day window.

When Chemist Warehouse Will Accept a Faulty Return

If the product:
- Is faulty or not of acceptable quality.
- Is significantly different from what was shown or described.
- Is not fit for its intended purpose.
- Is unsafe.
And you can provide proof of purchase.

Remedies & Shipping Costs for Faulty Items

Chemist Warehouse will provide a refund, exchange or repair, depending on the type of problem and how serious it is.
Where a refund is due for a fault, they will usually:
- Refund the price of the product, and
- Refund any associated shipping costs to your original payment method.

For “online only” marketplace products, you usually work directly with the Marketplace Partner for faulty returns, but those products are still covered by Australian Consumer Law. You may be entitled to a repair, replacement or refund if the product is of unacceptable quality, doesn’t match its description or isn’t fit for purpose.

5. International Orders (Outside Australia)

For international Chemist Warehouse orders, the returns policy is more limited:

You won’t get a refundfor the product or for postage if:
- You don’t collect the order.
- The order is rejected at the border.
- The order is returned to sender.
- Fees or duties are not paid.
Some products may be restricted in your country and held at customs. It’s up to you to make sure what you buy can legally enter your country.
Manufacturer warranties may not apply outside Australia, except where required by Australian law.

6. Quick Chemist Warehouse Returns FAQ

How long do I have to return something?
For Chemist Warehouse products, you must start a change-of-mind return within 7 days of purchase (in-store) or delivery (online). For “online only” marketplace products, the change-of-mind window is 30 days from delivery.
Can I return an online order in-store?
Standard home-delivery online orders are not returned in-store; you must contact Customer Service and return by mail. Click & Collect and Fast Delivery orders are handled at the store that processed the order, except where Afterpay or Zip was used, which must be handled online.
Can I return “online only” products to a store?
No. “Online only” items are sold by Marketplace Partners and cannot be returned in-store. You must follow the Marketplace Partner’s returns policy shown on the product page or contact Customer Service for help.
Are shipping fees refunded?
For change-of-mind returns, no — shipping fees (and your return postage) are not refunded. For faulty or incorrect items, Chemist Warehouse may refund both the product price and associated shipping costs.
What if I don’t have a receipt?
Chemist Warehouse expects proof of purchase (receipt, online tax invoice or similar). Without adequate proof, it’s unlikely they will process a change-of-mind return.
Can I return medicines, vitamins or fragrances if I just changed my mind?
No. Medicines, baby formula, fragrances, vitamins & supplements, adult products and consumable food and drink are not eligible for change-of-mind returns, even if unopened. They can only be returned if they are faulty or not as described.

Summary

In short, Chemist Warehouse has a short 7-day change-of-mind window for its own products and a 30-day window for “online only” marketplace items, with a strong focus on items being unopened, unused and in original packaging. Essential goods like medicines, baby formula, fragrances and vitamins are excluded from change-of-mind returns. Standard online orders are returned by mail, while Click & Collect and Fast Delivery orders can be taken back to the fulfilling store. Faulty or unsafe products are covered by Australian Consumer Law, giving you the right to a repair, replacement or refund beyond simple change of mind.