Online ordering is not yet available. This page sets out the confirmed terms for our planned online shop. For help with an existing purchase, contact 02 9982 2060 or dygrph@gmail.com.
Your consumer rights
Your rights under the Australian Consumer Law apply to purchases from Dee Why Grand Pharmacy. Nothing in this policy excludes or limits those rights.
If a product has a major failure, you may choose a refund or replacement, or keep it and claim compensation for its reduced value. You may also be entitled to compensation for reasonably foreseeable loss or damage. These rights also apply to medicines, personal-care products and sale items.
If a minor problem can be fixed, we will fix it free of charge within a reasonable time. If we cannot or do not fix it within that time, you may choose a refund or replacement, or another remedy available under the Australian Consumer Law.
Faulty damaged or incorrect products
Please contact us on 02 9982 2060 or dygrph@gmail.com with your order number or other proof of purchase and details of the problem. We may assess the product before providing a remedy. Original packaging is not required for a consumer guarantee claim. Where a product problem is confirmed, we will reimburse reasonable return costs.
Contact us before posting medicines, liquids or other goods so we can arrange a suitable return method. Our store is at Level 3, 834 Pittwater Road, Dee Why NSW 2099.
Change of mind
For eligible non-medicine products, you may request a change-of-mind refund or exchange within 14 days after collection or delivery. The product must be unused, unopened, in its original packaging with seals intact, and in a condition suitable for resale. Please provide proof of purchase and contact us before returning it.
We do not accept change-of-mind returns or exchanges of medicines, including prescription medicines, refrigerated products, opened health or personal-care products, or items with broken hygiene or tamper seals. These exclusions apply only to change-of-mind returns and do not affect your consumer guarantee rights.
For a change-of-mind return, you are responsible for return costs and any delivery service already completed is not refundable. For eligible exchanges, any price difference will be charged or refunded as appropriate.
Changing or cancelling an order
To request cancellation, call 02 9982 2060 during opening hours or email dygrph@gmail.com with your order number. We will confirm whether we can stop the order before dispatch or collection. A request is not a confirmed cancellation until we respond.
If we accept a cancellation, we will refund the amount paid for the cancelled items and any charge for a delivery that has not proceeded. Once an order has been dispatched or collected, the returns provisions above apply. This does not limit your rights under the Australian Consumer Law.
Unavailable items
If we cannot supply an item you have paid for, including a prescription item that cannot lawfully or appropriately be supplied, we will contact you and arrange the refund due or an alternative you agree to. We will not substitute a different product without your agreement.
Receiving a refund
We will confirm refunds by email and return card refunds to the original payment method. We aim to initiate refunds agreed under this policy or required under the Australian Consumer Law within five business days. Your bank may take additional time to display the credit. Contact us to trace a missing refund. Do not email card numbers or security codes.