What is your returns policy?


We accept refunds or exchanges in accordance with the Australian Consumer Law. This enables you to return a product that is:

  • Faulty
  • Significantly different to those shown or described
  • Not fit for purpose
  • Unsafe

Not all purchases are eligible for return. Items not eligible include:

  • Prescription Medicines;
  • Medications which require special storage (as storage conditions may be compromised);
  • Medications which are not sealed by the manufacturer;
  • Cosmetics and personal healthcare items; and
  • Baby formula

Our customer service team can be reached on 07 5510 7760 between 8.30am - 4pm weekdays. You will need to contact our team for more details and confirmation before sending your return back to us.

The shipping fee will not be refunded.

What if I purchased an item in a Cincotta Discount Chemist store? Can I make a return In-store?
Any returns or exchange for store purchases should be directed to the original store, with your receipt for proof of purchase. 

How do I cancel an order?
Please remember that in most cases, orders are dispatched on the next business day. Orders that have been dispatched cannot be cancelled and will have to be posted back, at the expense of the customer where a full refund (less postage) will be provided. Returns cannot be accepted for perfumes, vitamins, food or medicine (as storage conditions may be compromised).

Can fragrances / medicines / vitamins be returned for exchange or refund?
No. Fragrances, medicines, vitamins or foods cannot be returned for refund or exchanged.

What if my I have an item that is faulty or incorrect?
If an item is faulty, damaged or incorrect (as per your receipt) when you receive it, please contact our customer service team. 

Please Note:
Only online purchases can be returned as outlined above. Returns or exchange for store purchases should be directed to the original store. If your online purchase was made using a credit card, your approved refund will be processed to that credit card.

If you have any questions about our refund and return policy our customer service team is happy to help.