REFUND POLICY

Refund Eligibility

Regents Park Pharmacy will accept product returns and provide customers with an exchange, refund, repair, store credit, or other appropriate remedy where:

·       The product is faulty or is not of acceptable quality

·       The product is significantly different to those shown or described

·       The product is not fit for its intended purpose

·       The product is unsafe

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where applicable, customers may be entitled to a replacement, refund, repair, compensation, or other appropriate remedy for products that fail to meet consumer guarantees.

Products must be of acceptable quality, meaning they must:

·       Be safe, lasting, and free from faults

·       Look acceptable

·       Perform as reasonably expected for the product type

·       Be fit for their intended purpose

What is considered “acceptable quality” may vary depending on the type of product, intended use, normal handling conditions, and the nature of shipping and transportation involved.

Change of Mind Returns

Regents Park Pharmacy does not accept returns under the change-of-mind policy for the following product categories under any circumstances:

·       Medicines (Over The Counter)

·       Baby Formula

·       Fragrances

·       Vitamin Supplements

·       Consumable Products

All approved change-of-mind returns will be subject to a 10% restocking fee. Returned items must be unopened, unused, and in original condition.

Proof of Purchase

Customers must provide an original receipt, online tax invoice, or other adequate proof of purchase for all return, exchange, or refund requests.

Regents Park Pharmacy reserves the right to assess the condition, purchase history, and eligibility of returned goods before approving an exchange or refund. This assessment may result in a return, exchange, or refund request being declined.

Return Shipping Costs

Unless otherwise required under Australian Consumer Law:

·       Customers are responsible for all return shipping fees and associated costs

·       Original shipping charges are non-refundable

·       All returns must be sent with a valid tracking number; otherwise, the return may be declined.

Transit Damage & Claims

While great care is taken to inspect, pack, and dispatch all orders, parcels may still be subject to handling by third-party postal and courier networks outside the direct control of Regents Park Pharmacy.

Minor Cosmetic Transit Damage

Minor cosmetic transit damage may occasionally occur during shipping despite careful packaging, including:

·       Small dents

·       Scuffs

·       Packaging wear

·       Slight carton deformation

Where the product remains sealed, safe, and usable, minor cosmetic transit damage may not qualify as a major product fault or automatically entitle the customer to a full replacement or refund.

Regents Park Pharmacy cannot guarantee that tins, cartons, or external packaging will arrive in perfect cosmetic condition after shipping or airfreight transit.

Serious Transit Damage

Products with severe transit damage affecting safe consumption, seal integrity, or product usability may qualify for replacement, refund, store credit, or other appropriate remedies.

Examples may include:

·       Leaking products

·       Burst containers

·       Opened or compromised seals

·       Contaminated contents

·       Significant structural damage affecting safe use

Reporting Damaged or Missing Items

Customers must contact Regents Park Pharmacy via email at sales@regentsparkpharmacy.com.au within 3 days of the recorded delivery date if item(s):

·       Arrive significantly damaged or defective

·       Arrive with missing contents

·       Appear tampered with

Failure to report transit-related issues within the required timeframe may result in the claim, refund, compensation request, or investigation being delayed, limited, or declined.

Evidence Requirements

To assist with transit investigations and claims, customers may be required to provide:

·       Photos of damaged item(s)

·       Photos of internal packaging

·       Photos of external packaging

·       Photos of shipping labels

·       Additional supporting information requested by the relevant postal or courier provider

Customers should retain all original packaging, damaged items, and shipping materials until the investigation has been completed, as postal or courier providers may require inspection or additional evidence.

Failure to provide requested evidence, retain packaging, or cooperate with investigations may result in the claim, refund, compensation request, or investigation being delayed, limited, or declined.

Carrier & Postal Investigations

Customers may be required to cooperate with postal or courier investigations, including contacting their local postal operator where required.

Claims relating to damaged or missing contents may also be subject to assessment and investigation by the relevant postal or courier provider before an appropriate resolution can be determined.

Resolution Process

Depending on the circumstances, Regents Park Pharmacy may offer resolutions, including but not limited to:

·       Replacement

·       Partial refund

·       Full refund

·       Store credit

·       Goodwill compensation

·       Other reasonable remedies assessed on a case-by-case basis

All resolutions are subject to assessment based on the information and evidence provided.

Refund Processing

Approved refunds may be processed using the original payment method or store credit.

Please allow up to 10 business days for refunds to appear in your account, depending on your bank or payment provider.

EU Customers - Returns & Refunds

For customers located in the European Union (EU), the following terms apply in addition to our standard Refund Policy.

Sealed Health & Hygiene Products

Under applicable EU consumer law, the 14-day right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once opened.

This includes, but is not limited to:

·       Baby formula and infant nutrition products

·       Medicines (Over-The-Counter)

·       Vitamins and dietary supplements

·       Other consumable health products

These items are non-returnable once opened or unsealed.

Change of Mind Returns (Eligible Products Only)

For eligible products covered under the EU 14-day cooling-off period:

·       Customers must notify Regents Park Pharmacy within 5 days of the recorded delivery date based on the tracking information

·       Return shipping costs are the responsibility of the customer

·       Original shipping charges are non-refundable

·       Items must be returned in original, unopened, and unused condition

·       Refunds will be issued for the product price only, following receipt and inspection of the returned item

Faulty, Damaged, or Misdescribed Goods

EU customers retain rights under applicable consumer protection laws for products that are:

·       Faulty

·       Damaged

·       Significantly different from their description

·       Not fit for their intended purpose

Claims relating to damaged or missing items may also be subject to the Transit Damage & Claims section of this Refund Policy.

Contact

For all EU return or refund enquiries, customers must contact Regents Park Pharmacy at sales@regentsparkpharmacy.com.au before sending any returns.