In effect: 26 August 2019

All refund rights under both State and Commonwealth law apply.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange coupon.

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

When you change your mind

  • At Alive Pharmacy Warehouse you have 28 days to return your items (some exclusion apply) for a full refund or exchange as long as it is returned in a saleable condition with original proof of purchase. Medications or consumables that require refrigeration will only be returned the day of purchase if stored correctly. Medications that do not require refrigeration can only been returned where the storage conditions are controlled with in 5 days. The refund will be provided using your original payment method.
  • By saleable condition we mean that the item hasn’t been opened or used, is still in its original packaging and all manuals, packaging and accessories are included.
    Refunds will only be given with proof of purchase.
  • If you can’t provide proof of purchase, we will be unable to provide you with an exchange or refund.

Excluded change of mind items

The following items cannot be returned if you change your mind:

  • Medicines/Prescriptions/Vitamins will not be exchanged unless immediately after sale due to storage and resale conditions
  • Cosmetics (if hygiene seal is broken)
  • Beauty products
  • Fragrances (if protective wrap is broken)
  • Food items
  • Pierced jewellery
  • Footcare/Footwear
    ** Any variations are at the manager discretion keeping in mind product safety and customer service*

Other products:

Alive Pharmacy Warehouse will accept returns and provide you with an exchange, refund (refund will be provided using original payment method) or repair where:

  • The item is faulty or is not of acceptable quality, or

  • The item is not fit for its intended purpose, or
  • The product does not match the sample or our description; and
  • You can present an Alive Pharmacy Warehouse receipt or other adequate proof of purchase

Alive Pharmacy Warehouse may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. We reserve the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Proof of Purchase

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proofs of purchase documents:

  • Original register receipt (no photocopies accepted)

  • Online Tax Invoice (order confirmations will not be accepted)

  • Financial Statement (i.e. bank statement, credit card statement)

  • Proof of purchase is the original Alive Pharmacy Warehouse receipt,


You will be asked for information that is relevant to your return or to satisfy legislative requirement. If you do not provide this information, then we may be unable to process your return. When returning merchandise with proof of purchase, you will be asked for your signature as authorisation of the return transaction. If Alive Pharmacy Warehouse agrees to a return without adequate proof of purchase, you will be asked to provide identification containing your full name. Alive Pharmacy Warehouse will record your name and form of identification provided, which may be accessed by authorised Alive Pharmacy Warehouse team members for fraud protection activities. Information collected will be securely stored in accordance with Alive Pharmacy Warehouse Privacy Policy.

Alive Pharmacy Warehouse Returns Policy

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