Refunds and Returns

Effective Date: January 01, 2025

At Pharma Online Australia, customer satisfaction is our priority. We understand that sometimes you may need to return a product or request a refund. This policy outlines the terms and process for returns and refunds. By shopping with us, you agree to the terms described below, which are designed to comply with Australian Consumer Law.

1. Eligibility for Returns

You are eligible to return a product if:

  • The product is defective or faulty.
  • The product does not match the description or images on our website.
  • Incorrect items were delivered to you.
  • You have changed your mind (conditions apply; see below).

Change of Mind Returns:

If you have changed your mind about a purchase, returns will be accepted if:

  • The product is unopened, unused, and in its original packaging.
  • The return request is made within 14 days of receiving the item.

Please note that items such as sale or clearance products, and opened e-liquids, cartridges, or any used product are not eligible for returns due to hygiene reasons.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Customer Support:

Email us at support@pharmaonlineaustralia.com.com within 14 days of receiving your order. Provide the following:

    • Your order number.
    • A detailed description of the issue.
    • Photos of the product, if it’s damaged or faulty.
  1. Wait for Approval:

Our customer support team will assess your request and provide a Return Authorization (RA) number if your return is approved. Unauthorized returns will not be accepted.

  1. Ship the Product:

Once approved, you will receive the return address and instructions. You are responsible for the cost of return shipping unless the return is due to our error (e.g., incorrect or defective items).

We recommend using a trackable shipping method to ensure the safe return of your item.

3. Conditions for Refunds

Refunds will be issued under the following conditions:

  • For defective, damaged, or incorrect items, once we receive and inspect the product, we will issue a full refund, including shipping costs.
  • For change-of-mind returns, a refund will be issued for the product’s purchase price only. Original shipping costs will not be refunded.
  • Refunds will only be processed to the original payment method used for the purchase.

We reserve the right to refuse a refund if the returned item does not meet our return eligibility requirements.

4. Refund Process and Timelines

Refunds will be processed as follows:

  • Once we receive the item and verify its condition, refunds will be processed within 5-7 business days.
  • Depending on your payment provider, it may take an additional 5-10 business days for the funds to reflect in your account.

We will notify you via email once the refund has been processed.

5. Exclusions

The following items are not eligible for returns or refunds:

  • Products that have been used, damaged due to misuse, or are not in resalable condition.
  • Opened vials, or any consumable products unless defective or damaged during shipping.
  • Gift cards and promotional items.
  • Sale or clearance products.

6. Consumer Guarantees under Australian Law

Under Australian Consumer Law, you are entitled to a replacement or refund for a major failure of our products, as well as compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality within the defined warranty period.

This policy does not limit your rights under these laws.

7. Contact Us

For questions or concerns regarding this policy or to initiate a return, please contact us:

Pharma Online Australia

Email: thcvapepenau@gmail.com

Phone: +61 (0) 290686603

We appreciate your understanding and cooperation in following our Returns and Refund Policy.

Thank you for shopping with Pharma Online Australia!