Effective Date: November 2025 (Australia)
At Kennedy’s Pharmacy, we are committed to providing quality products and service. This Refunds and Returns Policy explains our strict but fair approach to returns, in compliance with Australian Consumer Law (ACL). Please note that this policy is in addition to your rights under the ACL and in no way limits those rights.
Australian Consumer Law – Your Rights
Under the ACL, consumers have guarantees that cannot be excluded by any store policy. In line with the law, we will accept returns and provide a refund, exchange, or repair if a product you purchased:
- Is faulty or not of acceptable quality (e.g. it has a manufacturing defect or is damaged).
- Is significantly different from the description provided or from what you ordered.
- Is not fit for its intended purpose.
- Is unsafe to use.
If the problem with a product is major, you are entitled to choose a refund or replacement. If the problem is minor, we will arrange a repair or replacement (or refund if a fix is not available) within a reasonable time. We fully honour these legal obligations. Nothing in our policy restricts your rights under the ACL.
If you believe a product is faulty, not as described, or otherwise falls short of these guarantees, please contact us – we will work with you to remedy the issue. In such cases, we will refund the item’s price or offer an exchange/repair, and cover any shipping costs you incurred for the purchase or return.
Change of Mind and Incorrect Orders
Please choose carefully when making a purchase, as we do not offer refunds if you simply change your mind or make an incorrect choice. In line with common pharmacy practice, Kennedy’s Pharmacy does not provide refunds in cases such as:
- Change of mind: You no longer want the product, ordered too many, found it cheaper elsewhere, or regret the purchase.
- Ordering error: You made a mistake in your order (e.g. selected the wrong item or quantity).
- Product dissatisfaction (no fault): The product fulfilled its description but did not meet your personal expectations.
In these situations, we may allow an exchange as a courtesy, provided the replacement item is of equal value and is in original, unused condition. All shipping costs for the exchange will be the responsibility of the customer.
No store credit will be given for change-of-mind purchases, and no exchanges will be accepted for opened or used items. This is legally permissible under the ACL and consistent with the returns policies of many Australian pharmacies.
Order Cancellations
If you wish to cancel or alter your order, please contact us immediately at info@kennedysbotany.com.au. If your order has not yet been dispatched, we may be able to accommodate a cancellation or change as a courtesy.
A cancellation fee of up to $35 may apply, depending on the stage of processing and nature of the order. The cancellation fee reflects admin time, staff handling, payment processing costs, and restocking disruption.
Once an order has been processed and shipped, it cannot be cancelled or recalled. After dispatch, the return policy applies (i.e. only faulty or misdescribed items are returnable).
If We Made an Error: If we supplied the wrong item or made a mistake with your order, we will correct it. Please notify us as soon as possible, and we will offer a replacement or a full refund including any shipping charges.
Products Excluded from Return (Non-Returnable Items)
For health, safety, and hygiene reasons, certain products cannot be returned once sold unless they are faulty or required to be accepted under law. This is to protect all our customers and ensure product integrity. We do not issue refunds or accept exchanges for any product that:
- Has been opened, unsealed, or used after purchase.
- Is a medication or therapeutic product. This includes all prescription medicines and over-the-counter pharmacy medicines.
- Is a custom-made or compounded item prepared specifically for you.
- Is a perishable or hygiene-sensitive product that cannot be resold once opened (e.g. baby formula, vitamins, personal care or beauty products, fragrances, or any item worn or applied to the body).
If you are ever unsure about a product, please ask us before purchasing. We’re happy to provide guidance to help you make an informed choice.
How to Return a Faulty or Damaged Product
If you believe your product is faulty, damaged, or not as described, please follow these steps:
- Contact Us Promptly: Email or call our customer service as soon as possible. If your order arrived damaged in transit, please notify us within 3 days of receiving the delivery.
- Provide Proof of Purchase: Have your receipt, tax invoice, or order confirmation ready. We will require proof that you purchased the item from Kennedy’s Pharmacy.
- Describe the Issue: Explain the problem in detail. For damaged items, please include photos of the damage and packaging. For faulty items, describe what is wrong (photos or videos may help).
- Return or Disposal of Item: In most cases, we will ask you to return the product for inspection. We will provide you with instructions and cover return postage. If return is not required, we will advise you how to dispose of the product safely.
- Assessment and Outcome: Once we receive the item or assess the evidence, we will confirm whether the product is faulty or not as described. If so, you can choose between a refund, replacement, or store credit. Refunds will include any shipping costs paid. If the product is not faulty, the item will be returned to you, and you may be responsible for return shipping.
Your Privacy and Fair Treatment
We will treat all returns claims with fairness and respect. Your personal information provided in the process will be handled in accordance with our Privacy Policy. Refunds will generally be processed using your original payment method.
Nothing in this policy is intended to exclude or limit your rights under the Australian Consumer Law. If you are unsure whether your situation qualifies for a return, please contact our team for guidance.
