Returns Policy
Returns & Delivery FAQs
Everything you need to know about returns, refunds, delivery and Click & Collect for online orders.
Returns and Refunds Overview
Our Website and App's (Software) returns policy is in addition to your rights under Australian Consumer Law. This policy applies to online orders through the Software only. Online orders through the Software (Delivery or Click and Collect) can only be returned via the process described below. If your purchase was made in store, any returns should be directed to the original store.
All products sold on the Software come with guarantees that cannot be excluded under Australian Consumer Law.
Online or App Orders
All products purchased through TerryWhite Chemmart's website or app are covered by your rights under Australian Consumer Law. As TerryWhite Chemmart pharmacies are independently owned and operated, online order enquiries, return requests and refund assessments must be managed by the pharmacy that fulfilled your order.
Change of Mind
We do not offer refunds, returns or exchanges for online orders due to change of mind. Please carefully review product descriptions, ingredients, warnings and suitability information before placing your order. Once an order has been dispatched, cancellation requests may not be possible and change of mind refunds are not available.
Faulty, Damaged or Incorrect Items
If your online order arrives damaged, faulty, unsafe, not as described, not of acceptable quality, or you have received an incorrect item, please contact the pharmacy that fulfilled your order as soon as possible.
The pharmacy's contact details can be found in:
•Your order confirmation email
•Your dispatch email
•Your order SMS notifications
Email is the preferred means of contact.
To help the pharmacy assess your request, please provide:
•Your order number
•Details of the issue
•Photos of the product or damage, where applicable
The pharmacy will review your request in accordance with Australian Consumer Law and advise the next steps. You may be asked to return the item to enable assessment or supplier review.
If you need further assistance, or have not heard back from your pharmacy in a timely manner, you can contact our central customer support line here.
Cancellations
Please contact your selected pharmacy (details of which are in your order confirmation email). They will endeavour to process your cancellation request but may not be able to do so if your order has already been dispatched. No returns, refunds or exchanges will be offered for change of mind. Please read all descriptions, ingredient lists and warnings for the product before purchasing.
In-Store Purchases
If you purchased an item in-store, please return to the pharmacy where the purchase was made. The pharmacy team will assess your request based on Australian Consumer Law, product type, product condition and pharmacy requirements. Please note that not all products are eligible for return once they have left the pharmacy, particularly medicines and other health-related products.
Returns
Can I return an online order if I change my mind?
No. TerryWhite Chemmart does not offer refunds, returns or exchanges for online purchases due to change of mind. Please ensure you review product information carefully before placing your order.
My item arrived damaged, faulty or incorrect. What should I do?
Contact the pharmacy that fulfilled your order as soon as possible. Their contact details can be found in your order confirmation email or SMS. Please have ready:
•Your order number
•Photos of the issue
•A description of the problem
How do I know which pharmacy fulfilled my order?
The fulfilling pharmacy is identified in your order confirmation email, dispatch notification and SMS communications.
Can I return an online order to my local TerryWhite Chemmart pharmacy?
No. Any refund or return request relating to an online order must be managed by the pharmacy that fulfilled the order. As TerryWhite Chemmart pharmacies are independently owned and operated, a different pharmacy will generally be unable to assess or process your request.
Can I return an item purchased in-store?
Please return to the pharmacy where the purchase was made. The pharmacy will assess your request based on Australian Consumer Law, product type and product condition.
Managing Your Order
How can I check my order status?
Log in to your account and review your recent orders. You can also refer to your order confirmation and dispatch emails for updates.
Can I cancel my order?
Please contact the pharmacy that fulfilled your order as soon as possible. Cancellation may be possible before an order has been dispatched. Once an order has been dispatched, cancellation requests may not be able to be processed.
Can I modify my order after it has been placed?
Please contact the fulfilling pharmacy as soon as possible. Changes may be possible before dispatch but cannot be guaranteed.
How do I know if my order has been dispatched?
Once your order has been dispatched, you will receive a notification confirming shipment. If tracking is available, tracking details will also be provided.
Delivery & Tracking
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation containing your tracking number.
Where can I find my tracking number?
Your tracking number can generally be found in your dispatch notifications, order confirmation emails, shipping confirmation emails or tax invoice.
Can I track my order without a tracking number?
No. Delivery providers require a valid tracking number or article ID to locate a shipment.
My tracking has not updated. What should I do?
Tracking updates may occasionally be delayed while parcels move through the delivery network. If there has been no movement for several business days, contact the pharmacy that fulfilled your order.
My parcel shows as delivered but I cannot find it.
Please try the following:
•Check around your property
•Check with household members
•Check with neighbours
•Review any delivery photos or proof of delivery
If you still cannot locate the parcel, contact the fulfilling pharmacy.
Can I change my delivery address after ordering?
If your order has not yet been dispatched, contact the fulfilling pharmacy immediately. Once an order has been dispatched, delivery address changes may not be possible.
What happens if my order is delayed?
If delivery is taking longer than expected, check your tracking information first. If you still require assistance, contact the fulfilling pharmacy.
Does TerryWhite Chemmart deliver internationally?
No. TerryWhite Chemmart currently delivers only to Australian addresses.
Click & Collect
How will I know when my Click & Collect order is ready?
You will receive a notification once your order is ready for collection. Please wait for this notification before visiting the pharmacy.
What identification do I need?
You may be asked to provide photo identification, order confirmation and proof of purchase. Where required, original paper prescriptions must also be provided.
Can someone else collect my order?
Yes. The nominated person may be required to provide order confirmation details and valid identification. Additional requirements may apply to certain products.
Prescription & Medicine Orders
Can all medicines be delivered?
Most medicines can be supplied through available delivery services; however, some medicines may be restricted due to legal, regulatory, safety or handling requirements.
Why is my prescription order taking longer than expected?
Prescription orders may require additional verification before supply, such as:
•Prescription validation
•Clinical review by the pharmacist
•Authority approval requirements
•Patient eligibility checks
•Stock availability
Can refrigerated medicines be delivered?
Some refrigerated and temperature-sensitive medicines have special delivery requirements. Availability varies by pharmacy and location.
Why was my delivery option changed?
In some circumstances, the selected delivery method may need to be changed due to medicine restrictions, handling requirements or courier limitations. The pharmacy will contact you if alternative arrangements are required.