Refund policy

This policy applies to orders placed through our online store. Purchases made in person at our pharmacy are covered by our in-store returns policy.

Ormond Pharmacy (ABN 20 649 372 525) is operated by Geoffrey Emanuel Kirschner, trading as Ormond Pharmacy. This policy is in addition to, and does not limit, your rights under the Australian Consumer Law (ACL). Please read it carefully so you understand both your rights and our obligations.

Returns Due to Change of Mind

If you change your mind, you can return items within 7 days of delivery for a refund of the product price, provided that:

  • you provide your order confirmation or tax invoice; and
  • the item is unopened, unused and sealed, in its original packaging and in resaleable condition.

Shipping fees are non-refundable for change-of-mind returns, and return shipping is paid by the customer. Change-of-mind returns are not available for Click & Collect orders once collected.

For hygiene reasons, any item that has been opened, tested, or had its seal broken cannot be returned for change of mind. This does not affect your rights if the item is faulty.

Returns Under the Australian Consumer Law

Every product sold by Ormond Pharmacy comes with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a repair, replacement, or refund where a product:

  • Is faulty or not of acceptable quality;
  • Is significantly different from how it was described or presented;
  • Is not fit for its intended purpose; or
  • Is unsafe.

To process a claim, we'll need proof of purchase (order confirmation or tax invoice). We may need to assess the item, or send it to the manufacturer or supplier, before confirming a resolution. We may decline a claim where the fault is the result of misuse or neglect rather than a genuine product defect.

Major vs. minor failures:

  • For a major failure (e.g. the product is unsafe, or would not have been bought had the problem been known), you can choose your preferred remedy — repair, replacement, refund, or compensation for other reasonably foreseeable loss or damage.
  • For a minor failure, we may choose to repair, replace, or refund at our discretion.

Acceptable quality means the product is safe, lasting, free of faults, looks acceptable, and does what it's meant to do — judged against what's normally expected for that type of product and its price.

Arrived Damaged?

We take care packing every order, but if your item arrives damaged in transit, please contact us as soon as possible at onlinesupport@ormondpharmacy.com.au. To help resolve this quickly, we may ask for photos of the item, its packaging, and the shipping label.

Once the damage is confirmed, we will, at your election, resupply the item at no additional cost or issue a full refund. Return shipping costs are not payable by you in this circumstance, as the damage was not the result of a change of mind.

How Returns Work

Please contact our support team before sending anything back — we'll guide you through the process and coordinate the return.

  • Every return requires our approval before being shipped back.
  • Return shipping is paid by the customer for change-of-mind returns. We cover return shipping where the return is due to our error or a genuine fault.
  • Once your return is approved and received, refunds are issued to your original payment method. Refunds cannot be issued to a different account or method.

We may request additional information to process a return, including:

  • Proof of purchase (order confirmation or tax invoice)
  • Photos showing the item's condition
  • A brief explanation of the reason for return

How Long Refunds Take

Once we've received and approved your return, refunds are processed within 3–5 business days to your original payment method.

Cancelling an Order

We aim to dispatch orders within 1–2 business days of purchase.

  • If your order hasn't been dispatched yet, we can usually cancel it for you — contact us as soon as possible.
  • Once an order has been dispatched, it cannot be cancelled. It will need to be returned to us via the standard returns process, at the customer's expense, and a refund (less any postage already incurred) will be issued once received.
  • Change-of-mind cancellations after dispatch will incur return shipping costs.

Click & Collect Orders

  • We recommend inspecting your order carefully at the time of pickup.
  • Change-of-mind returns are not accepted for Click & Collect orders once collected.
  • Your Australian Consumer Law rights (faulty, unsafe, or not-as-described items) apply in full regardless of collection method.
  • Uncollected orders will be cancelled and refunded after 14 days. We cannot guarantee stock availability beyond this period.

Please Note

  • We reserve the right to withhold release of an order we reasonably believe to be fraudulent.
  • The actual product or packaging may vary slightly from images shown on our website.

Get in Touch

Ready to start a return, or have a question about this policy? Email our team at onlinesupport@ormondpharmacy.com.au and we'll help arrange everything, including return shipping instructions where applicable.

Ormond Pharmacy, 517 North Rd, Ormond VIC 3204, Australia
ABN: 20 649 372 525

This policy was last updated: September 25, 2026