Refunds and Return Policy
Zenith Pharmacy is committed to making your online shopping experience easy and stress-free. If you are unsatisfied with your purchase, you can simply return the products for a refund within the policies outlined below.
Please keep your receipt or order number handy while contacting us, as it will help us locate your purchase.
Our return policy is per Australian Consumer Law, where there is proof of purchase under the following conditions:
- Faulty goods
- Product not as described by Zenith Pharmacy
- Goods are unable to be used for their intended purpose
- The goods do not meet a reasonable level of performance and quality
- The product expired at the point of purchase and could not be reasonably utilised in the time remaining.
Customers are not legally entitled to a refund if:
- They find the product cheaper elsewhere
- If the fault is caused by the customer or known prior purchase
- If they no longer want the goods or change their mind
- The wrong product is chosen, for example, the wrong brand, size, strength, colour, etc.
Zenith Pharmacy may offer a return if given valid reasoning but also reserves the right to decline a return if the requirements are not satisfied within our policies:
Must be returned within 7 days of parcel receipt
Must be in its saleable condition (i.e., product in its original packaging, unopened, unused)
Refunds must be given in the form of the original payment
Refunds and exchanges are provided at the purchase price
Refunds may not be approved on prescription items, pharmacy medicines, pharmacist-only medicines, baby formula, or vitamins.
These products cannot be returned or re-sold after they have left the storage condition care of Zenith Pharmacy. We cannot guarantee the outcome or medication’s effectiveness once they have left the premises.
Requesting a return and refund for an online order
To request a return for an online order, please keep your receipt or order number handy and include this information when emailing us to make your return and refund for your online order.
Once your return request has been lodged via email, Zenith Pharmacy will contact you via email or phone to advise the next steps of the return and refund process.
If the return request requirements in this policy are not strictly met, Zenith Pharmacy will be unable to provide a refund or exchange relating to the returned product.
Orders cancelled within 3 hours of being placed online will not incur an additional cancellation fee. Please contact us immediately if you wish to cancel your order.
Orders cancelled after the 3-hour window may incur a fee of $7 or 10% of the order value (whichever is greater).
Cancellation fees are chargeable at the discretion of management.
Cancelling orders that have been shipped must be posted back to us at the customer's expense. The product to be returned must be packed securely and sent via registered post for you to be able to track the parcel.
Please note that the customer will be responsible for the product until Zenith Pharmacy has received it. Products that have been tampered with cannot be refunded. Zenith Pharmacy will not refund postage costs.
Incorrect or faulty product
Zenith Pharmacy offers a replacement or refund if any products delivered are damaged or incorrect.
Incorrect product delivered
If the product you received is not what you placed an order for, please contact our customer service team via email within 7 days of parcel receipt. Upon looking into the issue, our customer support will help you with a pre-paid shipping label to return the product. You can either have the correct product re-delivered at our cost or receive a full refund.
Damaged/Defective product delivered
Where the product you received is damaged or defective, please contact our customer service support within 7 days of delivery. Please include your order number and a description of the condition of the damaged or defective item. Our customer support, upon careful consideration and depending on the Manufacturer’s Policy for the product in question, might offer to provide one of the below resolutions:
Place you in contact with the manufacturer (warranty support)
Refund you for the product
Exchange the product
Click & Collect
You will be notified as soon as your Click & Collect order is ready to be picked up. Please pick up your order within 14 days of being notified that it is ready for collection. Orders cancelled or not picked up after the 14-day window will be refunded and may incur a fee of $7 or 10% of the order value (whichever is greater). Cancellation fees are chargeable at the discretion of management. Please email our customer support team as soon as possible if you intend to pick up the order outside the 14-day window.
We will provide you with a refund of the prescription Order in the event we are unable to fulfil your prescription order or if we make a decision, at its absolute discretion, that it is reasonable to do so under the circumstances.
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain amount of days.
Refunds will not be given if the product has been opened or used. All return requests must be confirmed with Zenith Pharmacy via email first. No item will be refunded until received by Zenith Pharmacy.
Late or Missing Refunds
If you haven’t received a refund, check your bank account first. Contact your credit card company or bank if the refund has not been received. Your credit card company or bank may have a specific processing time for your refund to be completed. Please contact our customer support team via email if you have not received your refund after following the above steps.
Posting Your Returns
PO Box 635 Parramatta NSW 2124
Once we receive your return product by mail, Zenith Pharmacy will check the product. The products are your responsibility until they reach our warehouse via post. Please ensure the product is packed sturdily and securely to avoid any damage in transit.
Refunds and Returns Customer Support
If you have any queries regarding the refund and return process or require further assistance, please email our online customer support team or call Monday to Friday from 9 am to 6 pm.