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Returns & Refunds

How Do Returns & Refunds Work?


We are happy to offer refunds or exchanges on any item (excluding restricted items*) that you have purchased from us.

Important: You are not entitled to, or guaranteed, a refund for Change of Mind returns. They will be processed at our discretion. We reserve the right to charge a restocking fee for Change of Mind returns.
You will be responsible for the cost of shipping to return goods to us unless we specify that we will cover the cost.

Note: Legislation prohibits us from accepting Prescription Items for refund or exchange.

 

All we ask is that you follow the below to qualify:

  1. Check your products as soon as you receive delivery. Ensure the correct items have been sent, and nothing is damaged or in an unusable condition.
     
  2. Contact us within 30 days from your order date (7 days for damaged/incorrect items).
     

How We Handle Them:

Change of Mind

Faulty Item

If you've had a change of mind about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging. If the item you have received is faulty, please contact us with a detailed description of the product fault, alongside a photo if possible.

 

Allergic Reaction

Incorrect / Damaged Items

In the rare instance you've had an allergic reaction to a product, please discontinue use of the product immediately. We may reach out for further information on the reaction.

Allergy returns must be less than 20% used upon arrival back to us.
If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery. 

Please don't dispose of the item without informing us.

 

The Process:

  1. Contact Us

    • To start a return, please send your request to customerservice@superpharmacy.com.au. Make sure we have received & acknowledged your request before you send the item back to us.
       
  2. Instructions

    • A Customer Service Team Member will then review your request, and be in touch with some further information. Should your request be approved, they will supply a return address for you to post the item back to us, and instructions on how to do so.
       
  3. Drop Off At Your Post Office

    • Once you have received the returns address and packaged and labelled your box as instructed, all you need to do is drop off the parcel at your local Post Office. From there, they will take care of getting the parcel back to us.
       
  4. We Receive Your Return

    • It can take anywhere from an estimated 1-10 business days for us to receive your return parcel back to us (depending on location). We check for any returns daily and will process the refund/exchange within 2 business days after receiving the item back to us. We will make sure the entire process is communicated to you once we receive the item back.

 

 

Am I Eligible For Free Return Shipping?

If you qualify for free return shipping, our Customer Service Team will make this clear to you in your request. Unfortunately, we are not able to cover return postage fees on all return types.

 

What Items Are Restricted For Returns*?

We will not accept Change of Mind Returns for the following items:

  • Baby Formula
  • Prescription Medicine
  • Perfumes & Colognes
  • Bulk / Special Orders