Delivery and Returns

We are committed to providing an easy and convenient delivery and returns process. Please read on for more information to ensure you are fully aware of your rights under this policy and our obligations to you. 

By making a purchase on our Site, you agree to our Delivery and Returns Policy (Policy) set out below. This Policy operates in addition to your rights under the Australian Consumer Law. 

1. How delivery works

We work with a number of third party delivery partners. When we ship the order you may receive a confirmation email / SMS with a tracking link, so that you can track your delivery. 

When you place an order for delivery, the delivery partner will attempt to deliver the order to your selected address. In some cases, for example when delivering controlled substances, the driver may require a signature on delivery or need to see a valid government-issued ID before they can complete delivery.

If nobody is available to accept delivery, the driver may leave your item unattended. If your order is temperature sensitive, we recommend making sure you're available to accept delivery. In some instances, depending on local regulations, the contents of your order, the policy of the delivery partner, and the driver’s decision, it may not be possible to leave your order unattended. In these situations, the order may be redelivered at a later date, left at a pickup point for you to collect (eg your local Australia Post outlet) or returned to the pharmacy.

2. Delivery delays

We deliver products using a range of third party delivery methods, such as Australia Post and courier services. Any delivery periods displayed on our website are estimates only and may be subject to delays outside of our control. We therefore do not guarantee delivery times and we are not liable for any such delays that occur. See our terms and conditions for more details.

If you experience a medical emergency while awaiting delivery, we strongly recommend that you:

• Book an urgent appointment or tele-health consultation with your doctor;
• Visit a local pharmacy and enquire about your options under the Continued Dispensing arrangements; and/or
• Visit an emergency department in a local hospital.

3. CHANGE OF MIND RETURNS POLICY

To provide our customers with the best shopping experience, we happily accept change of mind returns (subject to stock availability) if the Product meets the following criteria:

• is returned within 7 days of its purchase;
• is in original condition and unopened (including any packaging, and its manufacturer seals have not been broken), tampered with or partially or fully consumed; 
• is undamaged, and in a re-saleable condition; 
• is within its use by or best before date; and
• the Product is not one on which a change of mind return is not available (see below).

However, some of our Products are regulated by strict quality control requirements, and unfortunately we aren’t able to accept change of mind returns for the following categories of products:

• prescription, pharmacist-only and over-the-counter medication;
• vitamins and supplements;
• baby infant formula;
• fragrances; or
• consumables (i.e. food, protein powders & drinks).

Please note that we cannot refund delivery fees under our change of mind policy.

4. RETURNS PROCESS

If you need to return your Product, please email our team at returns@evermed.com.au within 7 days of the purchase with your order number and the reason why you would like to return your Product. We will confirm the address of the pharmacy partner to return the products.

For change of mind returns, you will need to organise and pay for postage. When your items are received back by our pharmacy partner, we reserve the right to deny your return and refund if it doesn’t meet the above eligibility criteria. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. You may be requested to provide photograph of your item(s) and/or delivery package to aid a speedy resolution. Failure to notify our team within 7 days may result in your request being denied.

If you are approved then your refund will be processed using the original payment method for the purchase of the Product within 2-5 business days. If your return is rejected, we will send your product back to you, and we will invoice you for the associated shipping costs.

5. AUSTRALIAN CONSUMER LAW

In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

6. Definitions

In this Policy:

• Australian Consumer Law means the Australian Consumer Law at Schedule 2 of the Competition and Consumer Act 2010 (Cth).
• Product means any good(s) or item(s) ordered by you on our Site.
• Site means www.evermed.com.au
  
  

If you have any queries, please contact us at returns@evermed.com.au