Refund policy

Returns

Returns and Refunds will be initiated within 7 days of receiving the goods. 

To be eligible for a return, any claim will:

  • Include a receipt or similar proof of purchase, and
  • Be for an unused item, in the same condition that you received it, and in the original packaging, and
  • Include an explanation for the return and any supporting details, and
  • Must be for the wrong product, not as advertised or not as requested by the customer, or
  • Be for a product that was damaged by Cate's Chemist or by faulty packing that led to damage by a third party in transit.

Cate's Chemist will provide instructions for the return of approved returns.

Do not send your purchase back to the manufacturer unless directed by Cate's Chemist. Returns sent to the manufacturer by the customer will be negotiated with the manufacturer, not Cates Chemist.

There are certain situations where only partial refunds are granted, at the discretion of Cate's Chemist, such as:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to Cate's Chemist error
  • Any item that is returned more than 7 days after delivery

Non-returnable items:

Several types of goods are exempt from being returned:

  • Perishable goods such as food, flowers, newspapers or magazines cannot be returned,
  • Products that are intimate or sanitary goods,
  • Hazardous materials, or flammable liquids or gases,
  • Gift cards,
  • Downloadable software products

Refunds
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Or you can attend to the refund in-store.

If you haven’t received a refund as expected, first check your bank account. 
Then contact your credit card company, it may take up to 7 days before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at headoffice@cateschemist.com.au and provide relevant statements for the period 7 days either side of the sale date (redacted if required for privacy - we need to be able to see that a deposit for the amount hasn't been made during the period in question).

Sale items
Only regular priced items may be refunded, unfortunately many sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at headoffice@cateschemist.com.au and send your item to: Cate's Chemist, PO Box 81, Garbutt East QLD 4814, Australia.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
To return your product, you should mail your product to: Cate's Chemist, PO Box 81, Garbutt East QLD 4814, Australia.

You may be responsible for paying for your own shipping costs for returning your item, until any refund is approved after inspecting the item. Shipping costs may not be refundable in all circumstances. If you receive a refund, the cost of return shipping may be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If a delivery fails due to an error beyond Cate's Chemist control, the original postage fee may not be refunded. Cate's Chemist may offer a refund for the product itself (depending on its condition and eligibility), but the shipping cost may be retained to cover the expense already incurred.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.