Customer Service

Terms and Conditions

Welcome to our website. The following terms govern your use of this website. Please review them carefully. By using this website, you agree to be bound by these terms. If you do not agree, please do not use the site.

This site is owned by Fitch’s Chemist (ABN 21 509 881 371). We reserve the right to modify these terms as needed due to changes in technology or law. Please check back periodically for updates.

Returns Policy

Please see the following link for a detailed policy: Refunds and Returns Policy.

Product Description and Colours

We strive to accurately display product descriptions and colours. However, due to variations in monitor displays and supplier information, we cannot guarantee colour accuracy.

Correction of Errors and Inaccuracies; Limitations on Quantity

We make every effort to present accurate information, but errors or inaccuracies may occur. We reserve the right to correct errors and to limit quantities at any time, even after an order is submitted. If you are not satisfied, please refer to our returns policy.

Purchases – Other Terms

Additional terms may apply to the purchase of goods and specific website features. These terms are incorporated into these Terms and Conditions by reference.

You agree to abide by these terms, including representing your legal age and responsibility for delivery costs. We are not liable for parcels seized by Customs or other authorities. By placing an order, you agree that all risk and title pass to you upon dispatch.

Delivery Liability and Safe Drop

Once an order has been marked as Delivered by Australia Post or any other courier service, including where a delivery photo, GPS confirmation, or signature record has been provided, responsibility for the parcel transfers to you, the customer.

We are not liable for parcels that are lost, stolen, damaged, or removed from your property after successful delivery to the address you provided at checkout. This includes deliveries left in a safe location, mailbox, front door, parcel locker, reception, building foyer, or with building management.

If you believe your parcel has been stolen after delivery, you should contact Australia Post to lodge an enquiry and, where appropriate, file a police report for mail theft. We will assist with documentation where possible, but we cannot replace or refund items that have been stolen after confirmed delivery.

If you require extra security such as Signature on Delivery or prefer your parcel not be left unattended, please contact us prior to placing your order.

Chargebacks and Payment Disputes

By placing an order on this website, you agree to contact us directly to resolve any issues with your purchase before initiating a chargeback with your bank or card issuer.

We reserve the right to dispute any chargeback where goods or services have been provided as ordered. This includes providing the card issuer with:

• delivery confirmation, including photo or GPS evidence;
• tracking history and timestamps;
• order and payment records;
• communication logs;
• prescription details where required for legal verification.

Unauthorised or invalid chargebacks (including those lodged due to change of mind, misunderstanding of delivery timeframes, or theft after delivery) may result in:

• recovery of associated fees charged to us by our payment processor;
• invoice for the value of goods supplied;
• suspension or cancellation of your ability to place future orders.

For prescription medicines, you acknowledge that items cannot be returned, resold, or reused due to pharmacy and TGA regulations. Chargebacks for dispensed prescription items will be disputed in full.

We are a small, family-owned pharmacy and always aim to resolve concerns quickly and fairly. Please reach out to us first so we can assist you promptly.

Communication from Us

As a condition of purchase, we may email you product alerts and special offers. You may opt-out of these communications at any time.

Your Use of the Website

You may not use automated systems or manual processes to access or copy any part of the website. We reserve the right to bar such activities.

You may not attempt to gain unauthorized access to the website or related systems. You agree not to take any actions that impose an unreasonable burden on our infrastructure.

Copyright/Trademark Information

This website and its content are subject to copyright. No use of our name, trademarks, or logos is permitted without prior written consent. We are not responsible for typographical, technical, or descriptive errors.

Indemnification

You agree to indemnify us and our affiliates against any claims resulting from your breach of these terms. We reserve the right to control the defense of any such claim at your expense.

Limitation of Liability

We do not guarantee the operation of this website or the accuracy of its content. You use the website at your own risk.

We disclaim all warranties and are not liable for any damages resulting from your use of the website, except as required by law.

Miscellaneous

These Terms and Conditions are governed by the laws of Western Australia. They are not transferable without our consent and contain the entire understanding between the parties. All prices are in Australian Dollars and include GST where applicable.

Privacy Policy

By using this website, you consent to the collection and use of your personal information in accordance with our Privacy Policy.

What Sort of Information Do We Collect?

We collect personal information during registration or when you provide content, submissions, or suggestions. This information may include your name, email address, credit card details, and demographic information.

We also collect non-personal information, such as IP addresses and use cookies for website analysis. This information is not personally identifiable.

How Do We Use and Disclose Personal Information?

We use personal information to fulfill orders and for feedback purposes. We do not post your email address or share personal information with third parties without your consent, except as required by law.

If you do not wish to receive offers from third parties, please let us know when ordering. Financial and health-related information will never be shared.

How Do We Keep Your Personal Information Secure?

We strive to protect your personal information, but cannot guarantee security in all circumstances. Incoming encrypted information is routed through our firewall, which monitors for suspicious activity.

How Do We Use IP Addresses and 'Cookies'?

We collect IP addresses for system administration and website analysis. Cookies are used to track website usage and improve user experience. You can set your browser to refuse cookies, but some parts of the website may not function properly without them.