Consumer Guarantee

What is the Consumer Guarantee?

David Jones Pharmacy guarantees that all our orders in Australia will be delivered using a third party logistic company with online tracking. If you do not receive the product you have ordered, it is damaged or does not function as advertised, we will work with you to have it rectified or have it fully refunded.

For international deliveries, online tracking will only be available for services which is indicated as having online tracking. We will only guarantee deliveries for services which has online tracking capabilities.

For deliveries which do not require a signature on delivery, you authorise the delivery company to leave the parcel at the front door or in a safe location which is away from the street view. It is your responsibility if the parcel is missing after the delivery has been made.

Where you think there is an possibility that the parcel may be stolen or the area at your front door is not safe, we recommend you select a delivery method which requires a signature on delivery.

How do I raise a concern about my order?

A case can be raised in your login under a section called disputes. Otherwise you can email with your contact details and an Online Support Team Member will return your call by the next business day (Victoria Time).

What happens when David Jones Pharmacy can not fullfill my complete order?

We will endeavour to fullfill all orders completely. We endeavour to do this within 2 weeks of an order being paid for. However, where we can not do so, we will provide a refund for the cost of the products which were not fullfilled and any difference in the chosen shipping method. 

What is David Jones Pharmacy's Returns Policy?

Products may be returned within 30 days if they are returned in their original packaging, has not been tampered with or opened and is undamaged. Our support team will need to be contacted on prior to any returns.

We do not accept change of mind returns for any products which need to be kept within a specific temperature range (medicinal products), multivitamins, baby formula, syringes, needles, medical device consumables or any other unsealed products.

Many medicinal products are required to be kept below certain temperature requirements. If these products are kept at temperatures higher than this, the manufacturer of the product can not guarantee that the product will work as promised.

Once products are sent out, we have no control as to the conditions it has been subjected to. We would not be able to resell to another customer as we could not guarantee the product has been kept in ideal conditions or has not not been tampered with.

Where the return is due to a change of mind, returned delivery, missed delivery or refusal to pay customs duties, the amount refunded would be the total less the cost of shipping. Shipping charges is like any post office service. Once we engage the freight company, they will charge us for the service and will not refund if we change our mind or missed the delivery.

What warranties comes with any product sold?

All products sold by David Jones Pharmacy comes with FULL MANUFACTURER warranties. We only carry products that are only sourced from local companies. We have a strict policy of not sourcing from third party suppliers or companies located outside of Australia.