30-Day Returns and Refund Policy
We are happy to offer customers store credit, exchange, or refund on an item you have purchased from us - simply contact us within 30 days of your order date.
Any products purchased in-store must be returned in-store with the original receipt or proof of purchase from The Village Pharmacy.
Products purchased online can be returned via return shipping or in-store. Please keep in mind that there may be a cost for your return, and free returns are only available on certain types of returns.
For any orders that included a Gift With Purchase offer, the Gift With Purchase needs to be returned in original condition for the store credit, refund, or exchange to be processed.
Change of Mind
If you have had a change of heart about an item you have ordered, we will need to receive it back to us unopened and unused, in the original packaging.
If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.
In the rare instance you have 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 20% used upon arrival back with us.
Incorrect Item/Damaged on Arrival
If you have received an item that is not what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.
As some items will need to be returned regardless of the state they arrive in, please do not dispose of the item until we have had a chance to chat with you.
EXCLUDED FROM RETURNS
- Gift Vouchers
- Bodywear and hosiery
- Any jewellery that can be inserted into the body (for hygiene reasons)
- Perishables and food
HOW TO RETURN AN ITEM/ORDER
Submit a returns enquiry
Fill out our returns enquiry form below, or give our Village Pharmacy Customer Service team a call on (08) 8379 7991 during opening hours.
We are open:
9am - 7pm Monday to Wednesday
9am - 9pm Thursday
9am - 7pm Friday
9am - 5pm Saturday
11am - 5pm on Sunday
We are CLOSED for all South Australian Public Holidays
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. Please keep in mind that there may be a cost for your return, and free returns are only available on certain types of returns.
Pack & Send
Pack up your item carefully, so it reaches us safely. You can re-use the box it came in, just make sure to black out any barcodes on the old labels. If you no longer have the box we sent your order in, please use a similar sized box and contain the item within bubble wrap if fragile.
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 our courier partner's registered parcel drop off point.
What happens next?
Returns from metro areas usually arrive back 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 2 business days of your return arriving back to us.
We will be in touch as soon as your return is complete.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
This term applies to all of our products, with special care placed on the return of any Prestige Beauty products. These items will need to be checked by an approved Prestige Beauty Counter Manager before we can authorise a store credit, exchange, or refund. If we are unable to confirm the legitimacy of an item that has been requested to be returned for a refund, that item will be held in-store until the customer can pick it up, or it can be returned to the customer via shipped parcel at their expense.
If you are approved for a full refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you believe you have not received a refund yet, please check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
You should then contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
All shipping costs are non-refundable.
Please keep in mind that there may be a cost for your shipping when returning an item, and free returns are only available on certain types of returns.
If you are shipping an item over $75 back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe. However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.
Where an item is damaged through misuse or abnormal use, The Village Pharmacy will not provide a refund, exchange or repair. The Village Pharmacy will require satisfactory proof of purchase before providing a resolution under the Australian Consumer Law.