Consumer Guarantee

What is the Consumer Guarantee?

David Jones Pharmacy Online guarantees that all our orders will be sent using a third party logistic company with online tracking. If you receive an incorrect product, it is damaged or does not function as advertised, we will work with you to have it repaired, replaced, or refunded. David Jones Pharmacy will have the final decision of how the issue is resolved.

We guarantee all orders that are delivered using a Signature on Delivery service up to the point of delivery.

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 a David Jones Pharmacy Online Team Member will return your call by the next business day (Australia Eastern Standard Time).

What is the timeframe in which I can raise a dispute about an order?

Orders received by the customer must be checked and a dispute raised within 5 days of receipt of an order.

What happens when David Jones Pharmacy Online 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. 

I just made an order and requested a cancellation immediately! Why do you not allow for a cancellation and refund?

We have a no cancellation policy due to our business processes. From the moment an order is paid for, the processing of the order starts immediately with packing slips printed, products ordered where necessary, and team members start to picking the order.

We recommend you choose carefully and only make payment when you are definite that you would like to proceed with the order.

What is David Jones Pharmacy Online's Returns Policy?

David Jones Pharmacy Online currently do not accept returns for change of mind.

We guarantee that when you purchase a product from us, it is in a brand new condition and unused.

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, it has not been tampered with or contaminated with a disease.

What warranties comes with any product sold?

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

Where there is claim of defects of electrical products not working properly, customers will be required to talk to the manufacturer for support as David Jones Pharmacy does have the expertise to ascertain how a product is suppose to operate or if it is faulty. The manufacturer will provide an Return Authorisation Number if the product is faulty.

Can David Jones Pharmacy Online deal with the manufacturer on my behalf?

Where the customer wants David Jones pharmacy Online to deal with the faulty product, it will need to be returned to David Jones Pharmacy Online at the customer's expense. David Jones Pharmacy Online will inspect the product and liase with the manufacturer of the product on behalf of the consumer.

The customer will have to pre-pay for the cost of return postage back to the customer. David Jones Pharmacy does not cover any additional postage costs.

My product has arrive with the seal broken or leak, is this normal?

All products sold by David Jones Pharmacy Online are sent brand new with no seals broken and no leaks. However during the shipping process, seals may be broken due to movement or leaks may occur due to air pressure. This is does happen from time to time and is not considered to be a faulty product. It is a normal part of shipping products by road or air. The only way to avoid this situation is to pick up the order. Do not order for any type of delivery if you need the product in perfect condition.

What does the postage service I have chosen cover?

The postage advertised and charged is for the service of a once off sending of the product(s) ordered from David Jones Pharmacy to you. It does not include any additional postage to and from David Jones Pharmacy for any reason. Any additional postage will be at the cost of the buyer.

What is the expiry period for products sold by David Jones Pharmacy Online?

Products sold by David Jones Pharmacy Online is guaranteed to have a minimum of 3 months expiry, unless otherwise advertised in the product description or title. The minimum expiry is not reflective of the expiry of stock sold by David Jones Pharmacy, but is the guarantee from our suppliers. If you are intending to purchase a large quantity of the same product, we highly recommend you email our customer service team on to enquire about the expiry date prior to making a purchase.