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Refunds and Returns
In accordance with the Australian Consumer Law (ACL), Giant Chemist Harbour Town (“We/Our”) is committed to providing refunds to customers (“you/your”) under the following circumstances, with proof of purchase:
- The product is faulty.
- The product does not match the description on the Giant Chemist Harbour Town website (excluding imagery discrepancies, as packaging can vary).
- The product is unfit for its intended purpose.
- The product does not meet reasonable expectations for quality or performance when used correctly.
- The product was purchased and has passed its expiry date or cannot be reasonably used within the remaining time before expiry.
Giant Chemist Harbour Town will cover return shipping costs for online orders only if the error is on our part.
Please note that a refund will NOT be provided when:
- You change your mind or decide you no longer want the product.
- You were aware of a product issue or fault before purchasing (includes items specifically sold as "Short Dated").
- The fault was caused by you.
- You agreed for Giant Chemist to supply them an alternative product in the event that the original product is unavailable.
- You selected the wrong colour, size, strength, etc.
- There was a delay with receiving the order due to the carrier (Australia Post).
- You find the product cheaper elsewhere.
If the customer is responsible for the return and a refund is agreed upon by Giant Chemist, the customer will cover the return postage costs plus an additional 5% administration fee to cover merchant fees, administrative and processing costs.
If you have selected the "Pick Up" method upon checkout and are no longer able to collect your order, your order will be cancelled and refunded minus the 5% administration fee. From there, we invite you to place your order again using the correct shipping method. Please note: We will not ship "Pick Up" orders free of charge unless they meet the freight-free minimum.
Giant Chemist Harbour Town is not responsible for any damage, loss, delivery delays or issues that occur to parcels during transit. Once a package leaves our premises and is in the hands of the carrier (e.g., Australia Post), any claims for damaged or missing items must be made directly with the carrier.
It is recommended that customers purchase parcel insurance or opt for any available insurance options to safeguard against such occurrences.
Due to health and safety, the following items are non-refundable:
- Baby formula and baby food
- Prescription items and pharmacy medicines
- Personal care products
- Adult toys
- Clearance items
- Special orders (including bulk quantities and wholesaler special order purchases)
Please note: For certain products like vitamins, storage conditions cannot be guaranteed after leaving the premises, resulting in a loss of effectiveness.
Customers must request a return within 72 hours of receiving their order. Approved returns must be received by Giant Chemist Harbour Town within 7 days of approval. Customers are responsible for notifying if this timeline cannot be met.
Once received, all returned products must be unused, unopened, and in a resalable condition. Refunds will be processed after verifying that the returned items meet these criteria. Online sales will receive email notifications regarding refund processing.
Please be aware that if a return request is inaccurately described, misleading, or does not adhere to the guidelines outlined in this policy, Giant Chemist Harbour town may not be able to facilitate the return, refund, or exchange for the returned product.
All approved online returns can be sent to:
Giant Chemist Harbour Town
Attn: Online Customer Returns
P.O. Box 391
To ensure that your return is approved and accepted, please contact the store by email before sending your order back to the store. Any unapproved returns will not be accepted and returned to sender at the customer’s expense.