Frequently Asked Questions: Product Returns

• Can I return or exchange a product?
• How do I return a product that I purchased from a Priceline Pharmacy or a Priceline store?
• How do I return a product that I purchased online?
• I have been approved for a refund. How long will it take for the money to be credited back to me?
• I want to return a product but I’ve lost my receipt. What do I do?
• Is my original delivery fee refundable when I return an online purchase?
• What are the conditions for change of mind returns?
• What should I do if i am missing an item from my order?
• What should I do if i receive a product which is damaged, faulty, not doing what it is supposed to do, is significantly different from its description/sample or incorrect?

Can I return or exchange a product?

Yes you can; however there are a few guidelines that apply. Please read our Returns Policy to find out more.

How do I return a product that I purchased from a Priceline Pharmacy or a Priceline store?

Simply take the goods and your tax receipt back to the place of purchase or any Priceline store or Priceline Pharmacy that stocks the product. Please note, in-store purchases cannot be returned using the Online Returns Form. For more information, please view our Returns Policy.

How do I return a product that I purchased online?

If you are a Sister Club member, begin the process by signing in to your account. In your account, click on the ‘Online Orders’ tab. Here you will see a list of all of your orders. Find the order which relates to the product you wish to return, then click ‘Return an item’ and follow the prompts.

If you are not a Sister Club member:

• Use the Guest Return form, which is located at the bottom of every page. You’ll need your order number from your tax invoice.
• Enter your order number into the Online Returns Form and follow the prompts.

Our team will then review your request and, if your request is approved, we'll send you a 'Postage Paid' parcel label and instructions on how to return your product via Australia Post.

If you are eligible for a refund, it will be processed to the card used to make the initial purchase.

If your request is not approved, you will be notified by email. If you have any queries regarding your return, you can email our Customer Service Team any time or call them on 1300 88 44 11 between 8.00am to 6.00pm (EDST), Monday to Friday.

For more information, please view our Returns Policy.

I have been approved for a refund. How long will it take for the money to be credited back to me?

Depending on the type of card used it usually takes from 3 to 5 business days for a refund to be credited, following approval. All refunds from Priceline Online Store Orders are refunded back to the card used to make the purchase. Please note that refunds cannot be processed back to the card until the goods have been returned to our Melbourne Distribution Centre.

I want to return a product but I’ve lost my receipt. What do I do?

Online purchases

• If you are a Sister Club member a history of your transactions can be found under 'My Orders'.
• Other customers can view order details on the website for up to 12 months by using the Guest Check Order form. This is located at the bottom of every page in the footer. You'll need your order number when searching.

In-store purchases

• Please take the item back to the store of purchase or any store that stocks the product.
• Not all of our stores have exactly the same range. If you would like to check whether a particular store has the product in question feel free to contact them using the details found here.

If you purchased using your credit or debit card, you can use a bank statement showing the transaction as a valid form of 'proof of purchase'.

Is my original delivery fee refundable when I return an online purchase?

• If you are returning a product because it was damaged, faulty, not doing what it is supposed to do, is significantly different from its description/sample or incorrect, and you have requested a refund, your original delivery fee will be reimbursed.
• If you are returning a product because you have changed your mind, the initial delivery fee is not refundable.

For more information, please view our Returns Policy.

What are the conditions for change of mind returns?

If you are returning a product because you have changed your mind it must be returned within 30 days of purchase and must be unused, in its original packaging along with all manuals, and in a re-saleable condition.

Please take care because we are not able to refund you or send a replacement item if the returned product does not meet these criteria.
For more information, please view our Returns Policy.

What should I do if I am missing an item from my order?

While we do our best to make sure you get your complete order, there can be a couple of reasons why you may receive your order with some items missing. One cause is that one or more of the items you ordered were unavailable, and in this case you will be refunded for the item(s) not delivered. Or, we may have made a simple mistake while picking your order.

If you discover that you have a missing item and you have not received an email notification, please follow these steps within 14 days of receiving your order:

If you are a Sister Club member:

• Begin the process by logging in to your account.
• Click on the ‘Online Orders’ tab. Here you will see a list of all of your orders. Find the order which relates to the missing product
• Select the missing product by checking the box on the left.
• In the drop down menu, select the option ‘Missing Product’
• If you would like to leave a comment, enter it into the box
• You then have the option to choose either a ‘Refund’ or ‘Replacement’

If you are not a Sister Club member:

• Use the Guest Return form, which is located at the bottom of every page. You will need your order number from your tax invoice.
• Enter your order number into the Online Returns Form and follow the prompts, selecting ‘Missing Product’ from the options available.

If you have any queries regarding your order, you can email our Customer Service Team any time or call them on 1300 88 44 11 between 8.00am to 6.00pm (EST), Monday to Friday.

What should I do if I receive a product which is damaged, faulty, not doing what it is supposed to do, is significantly different from its description/sample or incorrect?

If you purchased your product in a Priceline Pharmacy or a Priceline store, please see question 2.
If you purchased your product online, please see question 3.