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Returns and Refunds Policy

This Returns and Refund Policy applies to purchases made via the IPA Platform (Platform) operated in collaboration with Medmate Australia Pty Ltd (Medmate) through https://independentpharmacies.com.au/.

  • Platform refunds

The Platform returns policy is in addition to any rights that you may have under the Australian Consumer Law (ACL). This policy applies to all online orders placed through the Platform for Delivery or Click & Collect.

At IPA, we are committed to ensuring Customer satisfaction. We only accept returns for faulty, damaged, or expired items. We are unable to offer any returns or exchanges for change of mind – please choose carefully.

 If an item you purchased is defective, damaged, expired, does not match its intended purpose, or is not as described in the product listing, please follow the steps outlined under Return Process below.

If your purchase was made in-store, please contact the pharmacy where you made your purchase.

  • Consumer Guarantees & Returns

All products sold via the Site and Platform come with guarantees that cannot be excluded under the ACL. Please contact the Partner Pharmacy where you purchased the product if your item:

  • Is faulty or not as described
  • Is significantly different from what was advertised
  • Is unsafe
  • Is not of acceptable quality

The Partner Pharmacy reserves the right to return the product to the manufacturer for further evaluation. If the evaluation determines that the issue is due to misuse or neglect, no refund or replacement will be provided.

  • Returns Process

All returns for orders made through the Platform must be made at the Partner Pharmacy from which you collected or received your order. You can find details of your selected pharmacy on your order confirmation email or tax invoice.

For returns, where a product is faulty damage or expired, please follow the below process:

  • Contact the Pharmacy

Directly notify the Partner Pharmacy from which you made your purchase by reaching out via the store’s email or using the contact details provided in your order confirmation email. This should be done within 14 days of receiving the product.

  • Replacement or Refund

Upon notification, the Partner Pharmacy will arrange for a replacement product or offer a full refund. Refunds will be processed using the original payment method.

  • To be eligible for a refund or replacement, you must:
  • Present the product along with a copy of your tax invoice; and
  • Return the product in its original condition;

instore at the Partner Pharmacy that your made your purchase through. Refunds will only be issued via your original payment method.

Please Note:

  • Proof of Purchase: A valid proof of purchase (receipt or order confirmation) is required for any refund or exchange request.
  • Assessment of Goods: We reserve the right to inspect the returned items to verify their condition and age before proceeding with a replacement or refund.
  • No Cross-Pharmacy Returns: Returns must be processed through the specific pharmacy where the purchase was made. We do not accept returns across different pharmacy locations.
  • Damaged or Incorrect Items

If a product(s) arrives damaged or you receive an incorrect product(s), please directly contact the Partner Pharmacy that you placed your order through (details in your order confirmation email) within 14 days of receipt. You may need to provide an image of the damaged or incorrect product.

All returns for orders made through the Platform must be made instore at the Partner Pharmacy from which you collected or received your order.

Out of date items

At IPA, we strive to deliver you the best of all of our products. If one of the products you have received has been issued that is past its expiry date please contact the Partner Pharmacy that you ordered from via the store email provided in your confirmation email within 14 days of receipt for a refund to your original payment method.

  • Cancellations

Please contact your selected Partner Pharmacy within 1 hours of placing your order if you need to cancel an order. We note that cancellations may not be possible once an order has been dispatched.

  • Change of Mind Returns

IPA does not offer refunds, exchanges, or returns for change-of-mind purchases. Please carefully review product descriptions, ingredient lists, and any warnings before making a purchase.

  • Return of Prescription

IPA cannot accept any medicines returned for a credit as the storage conditions of the product may have been compromised once it has left the pharmacy. An exception to this is where a prescription item (other than external packaging) is defective, damaged, faulty or past its expiry on receipt or has been dispensed in error.