Shopping and Ordering
Thank you for purchasing a product from us, My Family Pharmacy. We’re sure you won’t be disappointed. We care about the health and wellbeing of our patients. No matter how personal in nature a product may be, we provide a secure and private shopping experience for all products purchased from our pharmacy, and we do not store your credit card information.
How to Order
To order, visit the product page for the product you want to order, and click on the “Add to Cart” button. Once you are ready to purchase, click on Checkout.
Payment Options
We provide PayPal.
Getting Order Status
You will receive an e-mail once your order has shipped.
Shipping and Delivery
Shipping options and timeframes are stated at the checkout.
Our delivery timeframes are from the date that the order has been picked up by the courier, not from the time the order was placed. Once the order has left our premises we have no control over the delivery time.
If for any reason we do not have a product in-stock you will be contacted as soon as possible to advise you of any delay in delivering the product.
Product Enquiries
If you feel you need assistance with your product or just need a bit of advice, there are plenty of ways we can help. You can call us and ask to speak to the pharmacist or email us. See our contact page for details.
Cancellations
You can request to cancel your order through the Contact Us page within one hour of the order being placed. Any request received after that we will attempt to change but regret in most cases order packing and dispatch will already have taken place.
My Family Pharmacy Returns Policy
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.
Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, My Family Pharmacy will offer you an exchange or refund provided that:
If these requirements are not satisfied My Family Pharmacy reserves the right not to offer an exchange or refund for change of mind returns.
Goods on which a change of mind return is not available
My Family Pharmacy will not accept the return of items from the following categories under the change of mind returns policy under any circumstances: Medicines (Prescribed or Over The Counter), Baby Formula, Fragrances, Vitamin Supplements, Consumable Products
Other returns
My Family Pharmacy will accept product returns and provide you with an exchange, refund or repair where:
My Family Pharmacy may elect to return the product to the manufacturer to determine the nature of the problem. My Family Pharmacy reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
My Family Pharmacy reserves the right to:
Assess the condition and age of returned goods prior to providing an exchange or refund. This may result in a repair, exchange or refund being refused.
Please note:
For Online Orders:
Even though great care is taken in the shipping process, if your item(s) arrives damaged, please contact our Team within 7 days of receiving your order to assess the damage and to work out a solution. You may be requested to provide a photograph of your item(s) and/or delivery package to aid a speedy resolution. Failure to notify our team within 7 days may result in your request being denied.
For returns under Australian Consumer Law, please contact our Customer Service Team for assessment, exchange, repair or refund.
Some products (including all medications) will state that they cannot be returned, please be aware of these items.
Damaged, Lost or Defective products
If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came. Do not sign for the parcel from the courier company. Please contact us by phone or email and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.
You must return to our Pharmacy within 10 days any products that are damaged or notify us of any lost or incomplete deliveries so that we can inspect the products or lay claim against the carrier. Failure to do so will result in the claim being declined.
Our Pharmacy reserves the right to decide in its sole discretion whether it will accept the return of any products for credit, repair or replacement. Our Pharmacy will not accept return of any product that has been tampered with, where the damage has resulted from misuse or incorrect storage by the Customer or where the product is expressly sold on a no-returns basis. Where returned product is not accepted, they will be returned to Customer at the Customer’s cost. Receipt by our Pharmacy of returned product does not constitute acceptance for any purposes.
Consumer laws
Where legally obligated, we will meet our obligations under all relevant consumer protection laws and any product which is faulty, damaged, or expired can be returned at any time for a full refund, including the cost of shipping.
Where a product is eligible for a refund, we will endeavour to refund you within 10 working days.
