Please note that to ensure the safety and wellbeing of our staff and minimise any possible spread of COVID-19, all returning and incoming deliveries will now be quarantined for 24 hours before being processed. We apologise for any inconvenience this may cause and will process all returns as soon as possible.

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your purchase.

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

  

For In-Store Orders

 

1.Change of mind returns

 

Unfortunately, due to COVID-19, we are no longer accepting change of mind returns. Please contact our customer service team if you have any further queries. 

 

2.Other returns

Better Value Pharmacy will accept product returns and provide you with an exchange, refund or repair where:

1.The product is faulty or is not of acceptable quality, or

2.Significantly different to those shown or described to you, or

3.The product is not fit for its intended purpose, or

4.The product is unsafe, and

5.You can present your Better Value Pharmacy register receipt, online tax invoice or other adequate proof of purchase.

Better Value Pharmacy may elect to return the product to the manufacturer to determine the nature of the problem.

 

Better Value Pharmacy reserves 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. 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 for 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 the failure does not amount to a major failure.

*Products must be of acceptable quality, that is:

 1.safe, lasting, with no faults

 2.look acceptable

 3.do all the things someone would normally expect them to do.

Acceptable quality takes into account what would normally be expected for the type of product and cost.

Better Value Pharmacy reserves the right to:

Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please note:

• Your original Better Value Pharmacy register receipt or online tax invoice are the best form of proof of purchase
• Refunds will be issued using your original payment method

 

For Online Orders

 

Our support team will need to be contacted on info@bvpboxhill.com.au prior to any returns.

 

CAN I RETURN SOMETHING I'VE PURCHASED?

We are happy to offer a store credit, exchange, or refund on an item you've purchased from us - simply contact us within 7 days upon receiving your product.

Please note, products from some categories do not fall under our 7 day returns policy for hygiene and safety reasons. We will not accept returns on these items for change of mind reasons, even if the item is unused. If your product is faulty, please fill out our returns.

CHANGE OF MIND

If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging.

FAULTY ITEM

If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.

ALLERGY RETURN

In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately.

Allergy returns must be less than 10% used upon arrival back with us.

INCORRECT ITEM/DAMAGED ON ARRIVAL

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 until we've had a chance to chat with you!

HERE'S HOW IT WORKS

1. GET IN TOUCH

To request a return, please fill out the returns form HERE.

Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier.

2. WE'LL GET BACK TO YOU

One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us.

3. PACK & SEND

Pack up your item carefully, so it reaches us safely . You can re-use your Better Value Pharmacy packaging, or a similar sized box if you no longer have it.

Following the instructions emailed to you, print your return shipping label, and tape it to the front of the box.

Drop the parcel off at either an Australia Post Outlet, in a free standing post office box, or in your parcel locker.

4. THEN WHAT HAPPENS?

Returns from metro areas usually arrive to us within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us.

We'll be in touch as soon as your return is complete.

FREQUENTLY ASKED QUESTION:

AM I ELIGIBLE FOR FREE RETURN SHIPPING?

If you'd like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly. Unfortunately we are not able to cover return postage fees on all return types.

IF MY CHANGE OF MIND RETURN ISN'T RECEIVED IN RESALEABLE CONDITION, WHAT HAPPENS?

If we receive your return and it isn't in the condition outlined in our returns policy, the item will be sent back to your original shipping address - we’ll contact you straight away to let you know.

I'VE PURCHASED AN ELECTRICAL ITEM THAT IS STILL UNDER WARRANTY - WHAT HAPPENS NOW?

Please contact us within the warranty period, and we will be happy to assist. Please note that some electrical warranties are processed through the Australian Distributor directly, and you may be asked to return the product directly to the supplier.

ANY OTHER QUESTIONS?

Please contact our customer service team at info@bvpboxhill.com.au.

 

Effective May 2020