Return Policy

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your purchase.

Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

We aim to ensure all products are delivered in excellent condition and meet your expectations. Due to the nature of pharmaceutical and healthcare products, our returns policy varies depending on the type of product purchased.

This policy outlines how returns, refunds, and replacements are handled across different product categories for national and international orders.

1. Prescription Medications

Prescription medicines (including pharmacist-only and pharmacy medicines) cannot be returned once they have been dispatched.

This is due to strict safety, storage, and regulatory requirements that prevent the resale or reuse of dispensed medications.

Exceptions:

  • Incorrect item supplied
  • Item damaged during transit
  • Faulty product

In these cases, please contact our support team and we will arrange a replacement or refund where appropriate.

2. Refrigerated Items

Products that require refrigeration or controlled temperature handling cannot be returned after dispatch.

This is to ensure product integrity and patient safety.

Exceptions:

  • Product arrived damaged
  • Product was compromised during delivery

If an issue occurs, please contact us immediately so we can assess and resolve the situation.

3. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

  • faulty
  • damaged in transit
  • incorrect (different from what was ordered)

You may be eligible for a refund or replacement, in accordance with Australian Consumer Law.

Please contact us within a reasonable timeframe and provide:

  • your order number
  • a description of the issue
  • photos (if applicable)

We will assess the issue and provide an appropriate resolution.

Cosmetic Packaging Damage (Tins and Similar Products)

For products supplied in metal tins (including infant formula and similar packaged goods such as Alula products), minor cosmetic dents to the outer packaging may occur during transit.

  • Minor dents to the tin do not affect the quality, safety, or freshness of the product, provided the seal remains intact.
  • Refunds or replacements are not offered for cosmetic packaging damage where the product is unopened and the seal is not compromised.

However, if:

  • the seal is broken
  • the packaging is significantly deformed
  • or the product inside is affected

Please contact us and we will assess the item as a damaged product and provide a suitable resolution.

4. Non-Prescription Products (General Retail Items)

Unopened and unused non-prescription items may be eligible for return under the following conditions:

  • the item is in its original packaging
  • the item is unused and unopened
  • the return request is made within 7 days of delivery

Returns are assessed on a case-by-case basis.

5. In case of Address Changes & Backorders

Address Changes

  • If an incorrect address was entered at checkout, we’ll do our best to update it before dispatch, but it’s not always possible.
  • If your order has already shipped, you can usually request a redirection through Australia Post.

Backordered

  • Backordered items are items for which stock is unavailable; however, the listing is still available to purchase from.
  • Backordered items are assigned to orders as soon as stock becomes available.

6. Return Policy

  • Orders cannot be cancelled once placed.

  • We are happy to offer a store credit or exchange on an item you've purchased from us - simply contact us within 7 days upon receiving your product.

    Please note, products from some categories do not fall under our 7 days returns policy for hygiene and safety reasons. We will not accept returns on these items for change of mind reasons, even if the item is unused. If your product is faulty, please fill out our returns form HERE.

    All Returns will incur a Handling Fee of 10% of the Order Value if the order had been processed fulfillment and/or over 24 hours without notice.

  • There are strictly no refunds for change-of-mind returns under any circumstances.

    Please contact our customer service team if you have any further queries. 

7. How to Request a Return

To initiate a return, please contact our customer support team:

with:

  • your order number
  • product details
  • reason for return

We will provide instructions on how to proceed, including whether the item should be returned and the appropriate return method.

Alternatively, you can also request a return via our returns form HERE. ( Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier )

8. Important Notes

  • Returns are subject to product type and regulatory restrictions.
  • Some products cannot be returned under any circumstances once dispatched.
  • This policy operates in addition to your rights under Australian Consumer Law.

9. International Delivery Policy

Better Value Pharmacy takes the packing, tracking and safe delivery of international orders very seriously. Hence, with these safeguards in place, we stipulate the following terms and conditions for all international deliveries:

  1. Better Value Pharmacy will take no responsibility for damaged items or items claimed to be missing. We have no control over international customs practices and procedures.
  2. Better Value Pharmacy is not liable for any extra cost that may be incurred due to customs tax or delivery tax.
  3. Better Value Pharmacy holds no liability for any orders that are detained by any country's customs department that either become confiscated or cause a delay in the arrival of the delivery.
  4. You assume any risk of lost, theft or damaged goods during transit — therefore we advise you take out shipment registration or insurance with your postal carrier and that it is packed appropriately. Better Value Pharmacy will not be responsible for parcels lost or damaged in transit if you choose not to insure.

Based on the above 4 conditions, we will not refund nor compensate any international orders where such claims are made.

In situations in which a genuine refund/cancellation is made and approved, we will refund the amount in Australian dollars and will not be liable for any discrepancy of currency at the time of the refund.

FREQUENTLY ASKED QUESTIONS

AM I ELIGIBLE FOR FREE RETURN SHIPPING?

If you'd like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly. Unfortunately, we are not able to cover return postage fees on all return types.

I'VE PURCHASED AN ELECTRICAL ITEM THAT IS STILL UNDER WARRANTY - WHAT HAPPENS NOW?

Please contact us within the warranty period, and we will be happy to assist. Please note that some electrical warranties are processed through the Australian Distributor directly, and you may be asked to return the product directly to the supplier.

ANY OTHER QUESTIONS?

Please contact our customer service team at Orders@bettervaluepharmacy.com.au. You can also view our Terms & Conditions and our Privacy Policy.

Effective May 2020