Refund and Returns Policy
Store Policy – Refund and Returns
We want every customer to understand our return and refund process before placing an order. This policy explains when an order may be eligible for a return, replacement, or refund.
Policy Overview
This policy applies to purchases made through Cheap Medicine Australia and should be read together with our Terms & Conditions and Shipping Policy.
When Can You Request a Refund and Returns?
You may contact us if any of the following apply:
- You received the wrong product or strength.
- Your order contains an incorrect or missing item.
- Your package arrived damaged.
- The product appears to have been damaged during delivery.
- The product has a problem that may be covered by the Australian Consumer Law.
- You received a product that does not match the description or order.
- You would like to request an eligible change-of-mind return.
For medicines and healthcare products, additional return conditions may apply because of product safety, storage, and quality considerations.
Where a product has a problem covered by the Australian Consumer Law, your legal consumer guarantees continue to apply regardless of our voluntary change-of-mind return conditions.
Change-of-Mind Returns
If you simply change your mind, decide that you no longer need the product, or find the product cheaper elsewhere, the Australian Consumer Law does not generally require a business to provide a refund. A business may, however, offer its own change-of-mind return policy.
Where Cheap Medicine Australia accepts an eligible change-of-mind return, the product may need to be:
- Unopened
- Unused
- In its original condition
- In suitable original packaging
- Not damaged or tampered with
Because of health and safety considerations, some medicines and healthcare products may not be eligible for change-of-mind returns once supplied.
Wrong Product or Wrong Strength
If you receive a product that is different from the product or strength you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- The product you ordered
- The product you received
- Clear photographs of the product and packaging, if requested
After reviewing the issue, we may arrange an appropriate remedy, which may include a replacement or refund.
Damaged or Tampered Products
If your package arrives damaged or the product packaging appears to have been compromised during delivery, please contact our customer support team.
Where possible, take photographs of:
- The external shipping package
- The product packaging
- The damaged area
- The shipping label
Please keep the original packaging until we have completed our assessment.
If the product has a problem covered by the consumer guarantees, applicable Australian Consumer Law remedies will apply.
Faulty or Defective Products
If a product has a problem, please contact us so that we can assess the issue.
Under the Australian Consumer Law, products supplied to consumers are subject to consumer guarantees. Depending on the nature and seriousness of the problem, the available remedy may include a repair, replacement, or refund.
Major vs Minor Problems
- Major problem: The consumer may have the right to choose between a refund and a replacement.
- Minor problem: The business may generally have the opportunity to remedy the issue, such as through a repair.
We may request reasonable information or evidence to understand the issue and assess the appropriate remedy.
Medicines and Healthcare Products
Due to health, safety, and product-integrity considerations, we generally cannot accept opened or used medicines as ordinary change-of-mind returns.
Customers should not return or send medicines to us without first contacting our support team and receiving return instructions.
This does not remove or limit any consumer rights that may apply where a product is faulty, unsafe, incorrect, significantly different from its description, or otherwise fails to meet applicable consumer guarantees.
How to Request a Refund and Returns
To request a return, replacement, or refund, please contact our customer support team and provide the following information:
Information to Include
- Order Number
- Customer Name
- Email Address
- Product Name
- Reason for Return
- Photos, if applicable
Our team will review the request and let you know whether additional information or return instructions are required.
Please do not send a product back before receiving instructions from our support team.
Refund Process
If a refund is approved, we will generally process the refund using the original payment method where practicable.
The time taken for the funds to appear in your account can depend on your bank, card provider, or payment service.
For products with a problem covered by the Australian Consumer Law, the appropriate remedy will be determined in accordance with the applicable consumer guarantees. Where a refund is the applicable remedy, the refund should generally be provided in the same form as the original payment unless another arrangement is agreed with the customer.
How Long Does a Refund Take?
Once a refund has been approved, processing will normally begin promptly.
The time for the refund to appear in your account may vary depending on the payment provider or financial institution.
If you do not see the refund within the expected timeframe, please contact us first so we can confirm the refund status and provide any available transaction information.
Return Shipping Costs
For eligible change-of-mind returns, any applicable return shipping requirements will be communicated to you before the return is arranged.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs may need to be reimbursed in accordance with the applicable consumer guarantees.
We will not use a return or processing fee to reduce a remedy that a customer is legally entitled to under the Australian Consumer Law.
What If My Order Is Lost During Transit?
If your order appears to have been lost or is significantly delayed during transit, please contact our customer support team.
We may ask for:
- Order number
- Delivery address
- Tracking number
- Any delivery information you have received
We will investigate the shipment and work with the relevant delivery provider where appropriate. Depending on the circumstances, we may arrange a replacement, further delivery assistance, or an appropriate refund.
Customs Duties and Import Charges
Some orders may be subject to customs requirements, duties, taxes, or other charges depending on the destination and applicable laws.
Any applicable customs requirements should be considered before placing an order.
If a parcel is held by customs, customers may be required to provide information or complete procedures requested by the relevant authority.
If an order cannot be delivered because of customs restrictions or requirements, please contact us so we can review the circumstances and explain the available options.
Customs outcomes can depend on the destination country and the applicable laws and authorities. Cheap Medicine Australia cannot guarantee that a particular shipment will be cleared by customs.
Order Cancellation
If you want to cancel an order, please contact us as soon as possible.
We will try to accommodate cancellation requests before the order has been processed or dispatched.
Once an order has entered processing or has already been dispatched, cancellation may not be possible. If the order has already been shipped, the applicable return process may apply.
Proof of Purchase
For return, replacement, or refund requests, we may ask for reasonable proof of purchase, such as:
- Order confirmation
- Order number
- Receipt
- Payment confirmation
- Other relevant order information
This helps us locate and verify your purchase.
Australian Consumer Law
Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify rights available to consumers under the Australian Consumer Law.
Consumer guarantees can apply when products are faulty, unsafe, do not match their description, or otherwise fail to meet the requirements of the law. Businesses cannot remove these rights through a store policy or terms and conditions.
Our change-of-mind return conditions are separate from these legal consumer guarantees.
Contact Us
If you have a question about a return, replacement, refund, damaged package, or incorrect order, please contact our customer support team.
Cheap Medicine Australia
Policy Update
Cheap Medicine Australia may update this Return & Refund Policy from time to time to reflect changes to our procedures, products, or applicable legal requirements.
