Refund policy
Wombat Pharmacy Returns & Refunds Policy
Last updated: 6 October 2026
At Wombat Pharmacy, we want to make sure your order arrives correctly and in satisfactory condition.
Wombat Pharmacy is operated by QONE 3 PTY LTD (ABN 37 666 619 003) and operates as an online pharmacy marketplace. Orders may be fulfilled by Wombat Pharmacy or by one of our participating partner pharmacies (Partner Pharmacies).
This Returns & Refunds Policy explains what to do if there is an issue with your order.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
1. Change of Mind Returns
Wombat Pharmacy does not accept returns or provide refunds or exchanges for change of mind.
This includes circumstances where you:
- no longer want or need the product;
- ordered the wrong product;
- ordered the wrong size, quantity or variety;
- found the product cheaper elsewhere; or
- otherwise change your mind after purchasing.
Please review your order carefully before completing your purchase.
This does not affect any rights you may have under the Australian Consumer Law where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
2. Medicines
For health, safety and regulatory reasons, medicines cannot be returned for change of mind once supplied.
This includes, where applicable:
- Schedule 2 (S2) Pharmacy Medicines;
- Schedule 3 (S3) Pharmacist Only Medicines; and
- other medicines supplied through Wombat Pharmacy.
Medicines may still be eligible for a remedy where required under the Australian Consumer Law, including where a product is faulty, damaged, incorrectly supplied or otherwise fails to comply with a consumer guarantee.
3. Other Products We Cannot Accept for Change of Mind
As Wombat Pharmacy does not generally accept change-of-mind returns, this also applies to categories including:
- vitamins and supplements;
- fragrances;
- cosmetics and makeup;
- skincare and personal-care products;
- baby-care products;
- baby formula;
- food and beverages;
- refrigerated or temperature-sensitive products;
- hygiene products;
- opened products;
- products with broken or removed tamper seals; and
- medicines.
These restrictions do not limit your rights under the Australian Consumer Law.
Faulty, Damaged or Incorrect Products
4. Faulty Products
If you believe a product is faulty or defective, please contact Wombat Pharmacy as soon as reasonably practicable.
Depending on the circumstances and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.
We may request information reasonably necessary to assess the issue, such as:
- your order number;
- a description of the fault;
- photographs or video of the product;
- photographs of the packaging; and
- any other relevant information.
Please do not dispose of the product unless instructed to do so.
5. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably practicable after receiving it.
Where possible, please provide photographs showing:
- the damaged product;
- the product packaging;
- the shipping packaging; and
- the shipping label.
This helps us investigate what occurred and determine the appropriate remedy.
Where you are entitled to a remedy under the Australian Consumer Law, we will provide the applicable remedy at no additional cost to you.
6. Incorrect Products
If you receive a product that is different from what you ordered, please contact us as soon as possible.
Please provide your order number and, where possible, a photograph of the product received.
Where the incorrect product was supplied due to an error by Wombat Pharmacy or the Partner Pharmacy fulfilling your order, we will arrange an appropriate remedy at no additional cost to you.
Returning a Product
7. How to Start a Return
Do not send a product back to Wombat Pharmacy's head office or directly to a pharmacy without first contacting us.
To request a return:
- Contact Wombat Pharmacy at hello@wombatpharmacy.com.au.
- Provide your order number and explain the issue with the product.
- Provide photographs or other information if requested.
- We will review your request and confirm whether a return is required.
- If a return is required, we will provide instructions for returning the product to the appropriate pharmacy store.
Because Wombat Pharmacy operates as a marketplace, the pharmacy to which your product must be returned may depend on which Partner Pharmacy fulfilled your order.
8. Where Returns Are Sent
Approved returns must be sent to the pharmacy store that fulfilled the relevant order, unless we instruct you otherwise.
Wombat Pharmacy will provide the applicable return instructions and pharmacy details after your return request has been reviewed.
Please do not return products to our head office unless we specifically instruct you to do so.
Sending a product to the wrong location may delay the processing of your return.
9. Return Postage
Where a return is required because you are entitled to a remedy under the Australian Consumer Law, including where an item is faulty, damaged or incorrectly supplied, Wombat Pharmacy or the relevant Partner Pharmacy will arrange or reimburse reasonable return postage where required.
Where return postage is the customer's responsibility in circumstances permitted by law, the customer must pay the applicable return postage costs.
Refunds
10. Processing Refunds
Once an eligible return has been received and, where necessary, inspected, we will process the applicable remedy.
Where a refund is approved, it will generally be processed to the original payment method used for the purchase.
Please allow approximately 5–10 business days for an approved refund to appear in your account after it has been processed.
Actual processing times may depend on your bank, card issuer or payment provider.
11. Delivery Charges
Original delivery charges are generally not refundable.
However, where you are entitled to reimbursement of delivery charges or other costs under the Australian Consumer Law, those rights will continue to apply.
Delivery Problems
12. Incorrect or Incomplete Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If an order cannot be delivered or is returned to the fulfilling pharmacy because the customer supplied an incorrect or incomplete address, additional postage charges may apply before the order can be resent.
Where appropriate, we will contact you to arrange redelivery.
13. Uncollected or Unsuccessful Deliveries
If Australia Post or another delivery provider is unable to deliver your order and the order is returned because it was not collected or received within the required timeframe, you may be required to pay the cost of redelivery.
This does not apply where the delivery failure resulted from an error by Wombat Pharmacy, the fulfilling Partner Pharmacy or circumstances for which we are responsible under applicable law.
14. Lost Orders
If you believe your order has been lost in transit, please contact us at hello@wombatpharmacy.com.au with your order number.
We will investigate the delivery with Australia Post or the applicable delivery provider and advise you of the outcome and available remedy.
Australian Consumer Law
15. Your Consumer Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Contact Us
16. Returns and Refund Enquiries
To report a faulty, damaged or incorrectly supplied product or to discuss a return or refund, contact:
Wombat Pharmacy
QONE 3 PTY LTD
ABN 37 666 619 003
Email: hello@wombatpharmacy.com.au
Head Office:
Suite 4, Level 1
187 Waterloo Road
Greenacre NSW 2190
Australia
Please note: Products should not be returned to the head office unless Wombat Pharmacy specifically instructs you to do so. Approved returns will generally be directed to the pharmacy store that fulfilled your order.
