Refund & Returns Policy

At Wombat Pharmacy, your health and wellbeing come first. We want you to be happy with everything you buy from us, whether online for delivery or in store through click & collect. This policy explains when and how you can return items and request a refund. Because we are a pharmacy, some health and safety rules apply to medicines and therapeutic goods that are a little different to general retail, and we have set these out clearly below.

This policy is a general guide only. It is provided in addition to your rights under the Australian Consumer Law (ACL) and does not limit, exclude or replace them.

Change-of-mind returns (30-day window)

If you simply change your mind, you may return eligible items within 30 days of purchase or delivery for a refund or exchange, provided the item is unopened, unused and in its original sealed packaging; is not a medicine, prescription or other therapeutic good; is not temperature-sensitive or refrigerated; and is accompanied by proof of purchase. For change-of-mind returns by post, return postage is generally the customer's responsibility. Change-of-mind returns are offered at our discretion and are separate to your ACL rights for faulty items.

Items that cannot be returned for health & safety reasons

For the safety of all our customers, certain items cannot be returned or refunded for change of mind once they have left the pharmacy, consistent with pharmacy practice and Australian regulations:

• prescription medicines and any items dispensed by our pharmacists;
• pharmacy-only and pharmacist-only over-the-counter medicines;
• vitamins and supplements once opened or with broken seals;
• opened or used personal care, skincare, baby and family care products;
• refrigerated or other temperature-sensitive items;
• first aid consumables and similar hygiene-sensitive products once opened.

These exclusions apply to change-of-mind returns only and do not affect your rights if an item is faulty, not as described, or otherwise covered by the ACL.

Faulty, incorrect or damaged items — your ACL rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, damaged in transit, incorrectly supplied, or not as described, you may be entitled to a repair, replacement or refund, and to compensation for any reasonably foreseeable loss. This applies even to medicines normally excluded from change-of-mind returns. If you believe a medicine or therapeutic good is faulty, damaged or incorrectly dispensed, please do not use it — contact us at admin@wombatpharmacy.com.au or call 1300 WOMBAT so our pharmacists can assist you safely.

How to start a return

Email admin@wombatpharmacy.com.au with your order number (or in-store receipt details), the item(s) you wish to return, the reason, and a photo if the item is faulty or damaged. We'll review your request and let you know the next steps. Please wait for our confirmation before posting anything back to us.

Refund method and timing

Approved refunds are generally processed to your original payment method within a few business days of us receiving and inspecting the item. The time to appear in your account then depends on your bank or card provider. Gift card or store-credit payments may be refunded in the same form.

Click & collect and in-store returns

You're welcome to return eligible items to any of our 6 Wombat Pharmacy stores across NSW, VIC and QLD. Please bring the item in its original condition with your order number or receipt. The same health and safety exclusions apply in store.

Prescription medicine handling

Prescription medicines are dispensed and checked by a registered pharmacist for the named patient and, in line with Australian regulations, cannot be returned for resupply, reuse or a change-of-mind refund once they have left the pharmacy. If you have concerns about a prescription medicine, contact our pharmacy team at admin@wombatpharmacy.com.au or 1300 WOMBAT and do not use it until you have spoken with us. To dispose of unwanted medicines safely, return them to any pharmacy through the Return Unwanted Medicines (RUM) program.

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law. Where this policy is more generous than the law requires, that is in addition to — not instead of — your legal rights.

Contact us

Questions about a return or refund? Contact Wombat Pharmacy at admin@wombatpharmacy.com.au, call 1300 WOMBAT, or write to Head Office, 4/8 Uhrig Road, Lidcombe NSW 2141.

This policy is a starting template — please review with your own legal/pharmacy compliance advisor before launch.