Please note: Please select your products carefully as we are unable to facilitate refunds for change of mind returns that have been used and are not suitable due to COVID19 Situation.

Need to return something to us? Not a problem! We are able to provide a store credit, exchange, or refund on items returned back to us within 90 days!

To ensure a quick and easy return, please contact us prior to sending your goods back to receive a refund authorisation form. Goods returned without an authorisation form may not be accepted, or may take longer to be refunded and processed.

Change of Mind Returns

Please note: Please select your products carefully as we are unable to facilitate refunds for change of mind returns that have been used and are not suitable for your hair. 

Fragrances are considered dangerous goods by Postal Services which means they are unable to be set through general post. We are happy to accept fragrance returns but it is your responsibility to organise and cover the cost of these. Because of this please choose your fragrance orders carefully.

Please contact our orders department at the Help Desk before returning anything so we can inform you where to send and how to arrange the refund. Returned items will be only be refunded using the same method used to make payment for the order. Return postage will be reimbursed in the case of damaged, defective or incorrectly sent items and will be credited through store credit.

We are unable to provide a change of mind return for discontinued items.

Faulty/Damaged Goods Return

If you receive a parcel with visible signs of leakage or damage, we recommend that you take a photo of this parcel and refuse to accept the parcel from the relevant courier. Please forward this email to our customer service team on sales@chemistpacks.com.au to receive further instructions and a resolution for this issue.

If you have received a faulty item, please contact us with a detailed description and image of the faulty item, and your order number within 7 days of delivery so that we can resolve this for you as soon as possible!

Some electrical items come with a manufacturer’s warranty and our team may be redirected to the Australian distributor who will be able to assist you further.

Incorrect/Missing Products

If you have received an item which you didn’t order, or are missing an item from your order please contact us within 7 days of receipt of the parcel with a description or image of the incorrect/missing product, with your order number and we will be able to investigate and resolve this for you.

How does it work?

Our returns can be processed in three simple steps!

1. Let us know! If your return fits any of the above criteria, please reach out to our team so that we can provide you with a returns authorisation form and begin the return process. Our customer service team will provide you with instructions for how to get your products back to us.

2. Repackage the product securely to make sure that it gets back to us safely. You can re-use your  box or any other safe packaging you have available. Follow the instructions provided to you by our customer service team regarding your return label and dropping the parcel off at your local Australia Post Office.

3. Once we receive your return, your refund, store credit, or exchange will be processed within 2 business days of receipt. We’ll let you know once this process has been complete