Returns and Refunds

HolisticChem accepts returns and gives refunds in line with the Australian Consumer Law. This page explains what you can return, how to start a return, and how refunds are paid for orders from our Bayswater pharmacy and our online shop.

Last updated: 31 October 2026

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also 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 policy limits these rights.

Faulty, damaged or incorrect orders

If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as possible. Include your order number and a photo of the product and packaging.

We will offer a replacement or a full refund, including the original shipping cost. If we need the item back, we will cover the return postage.

Medicines cannot be returned for change of mind

For your safety, we cannot accept returns of medicines once they have left the pharmacy. This includes prescription medicines, pharmacy and pharmacist only medicines, and compounded medicines made for you.

Pharmacies cannot resell or redispense medicines that have left their care, because their storage cannot be verified. This does not affect your rights if a medicine is faulty or if we supplied the wrong item.

Cold chain items and products made to order cannot be returned for change of mind.

Change of mind returns for other products

You can return skincare, natural remedy and home aid products for change of mind within 30 days of delivery when they are:

unopened, unused and still sealed
in their original packaging with all labels and parts
sent back with your order number or proof of purchase

Return postage for change of mind returns is your cost. We cannot accept change of mind returns on opened, used or unsealed products, or on personal hygiene items such as urinals, bed pans and toileting aids.

How to start a return

Contact us before you send anything back, so our pharmacists can confirm the return and give you instructions.

Approved returns go to HolisticChem, G01/538 Mountain Highway, Bayswater VIC 3153. We recommend a tracked postage service, as we cannot refund items lost in transit on the way back to us.

How refunds are paid

Once we receive and check your return, we will email you to confirm the refund. Approved refunds go back to your original payment method, usually within 5 to 10 business days, depending on your bank.

If our pharmacist cannot supply an item you paid for online, such as a click and collect order, we refund your payment in full.

Questions

If you have a question about a return or refund, call us on 03 8204 6600 or email contact@holisticchem.com.au and a member of our pharmacy team will help.