Returns & Refund Policy

Returns & Refund Policy

393 Pharmacy’s returns and refunds policy is in addition to your rights under Australian Consumer Law. Please read this policy carefully to ensure you are fully aware of your rights under this policy and our obligations to you, before placing an order.

Damaged Or Incorrect Goods

In the unlikely event that your order is damaged in transit or contain incorrect items, please e-mail us at help@393pharmacy.com.au within SEVEN days of receipt with a photograph of the damaged/incorrect goods and we will assist you with a speedy resolution. Please retain the damaged/incorrect product for potential inspection and return (at 393 Pharmacy’s expense) until advised otherwise.

Change Of Mind

We do not accept returns or refund change of mind purchases. You can cancel or modify your online order before dispatch via e-mail at help@393pharmacy.com.au or call the pharmacy on (02) 9969 1345 during business hours. We are not able to amend orders once they have been dispatched from our premise.

Items Excluded From Returns/Exchange/Refund

  • Prescription, Pharmacist Only and Pharmacy Only Medicines;
  • Vitamins and Supplements;
  • Medical Devices (e.g. Rapid Antigen Tests);
  • Baby/Infant Formula;
  • Consumable items (e.g. food)

Medication and medical devices cannot be returned for credit or refund, except when it is a condition of a consumer-level recall or the result of our dispensing error. Strict legislative controls are in place to regulate the manufacture and storage of medicines and medical devices. Once these items have left the pharmacy premise, the storage conditions and chain of custody cannot be guaranteed, therefore we cannot accept return of any medications or medical devices.

Consumer Guarantees

All products sold by 393 Pharmacy come with guarantees that cannot be excluded under Australian Consumer Law. Please contact us with your proof of purchase for a refund/exchange if the product is:

  • Faulty or not of acceptable quality, or
  • Significantly different to the sample shown or described to you, or
  • Not fit for its intended purpose, or
  • Unsafe

We reserve the right to return the product to the manufacturer for further evaluation prior to issuing a refund or exchange. The outcome of this evaluation will be provided to you and no refund or replacement will be provided if the item was damaged due to misuse or neglect.

For ‘consumer guarantee’ (faulty) returns, the original shipping fee will be refunded for refund requests only. Exchanges will be posted free of charge.

Refunds will be issued using your original payment method.

If you have any queries about our Returns and Refund Policy or require further assistance, please email us at help@393pharmacy.com.au or call the pharmacy (02) 9969 1345 during business hours.