Scriptwell

Delivery, Returns & Refunds

Last updated 25 June 2026

This page explains how TerryWhite Chemmart Armstrong Creek (“we”, “us”) dispenses and delivers your order through the Scriptwell service, our delivery timeframes, and your rights to cancel, return or be refunded. All prices on Scriptwell are in Australian Dollars (AUD) and include GST where it applies.

1. Delivery & dispatch timeframes

• Reviewed by a registered pharmacist within 1 business day — usually much faster.
• Typically dispatched within 2 business days of payment.
• Tracking number by SMS within 24–48 hours of dispensing.

Once dispatched, typical delivery is 2–7 business days depending on your location and the carrier. Remote areas may take longer. Orders are sent in discreet, unbranded packaging by tracked post or courier, and you can follow your parcel using the tracking number we send by SMS.

Some medicines must be kept within a temperature range and are packed accordingly; if anything about your delivery is time- or temperature-sensitive, we will let you know.

2. Free pickup in person

You can choose to collect your order from the pharmacy at no delivery charge, during opening hours:

TerryWhite Chemmart Armstrong Creek
Shop 11-13, Armstrong Creek Town Centre, 500-540 Torquay Rd, Armstrong Creek VIC 3217

3. Cancelling an order

You can cancel an order at any time before it has been dispensed and dispatched, for a full refund. The fastest way to cancel is to phone the pharmacy on (03) 4245 1133 or email armstrongcreek@twcmgroup.com with your order reference.

Once a pharmacist has dispensed your medication and it has left the pharmacy, the order can no longer be cancelled. This is because dispensed prescription medicines cannot lawfully be returned to stock or re-supplied to anyone else (see below).

4. Returns of prescription medicines

For health and safety reasons, and under the Victorian Drugs, Poisons and Controlled Substances laws, dispensed prescription medicines cannot be returned, exchanged or refunded once they have left the pharmacy — including for change of mind. A medicine that has been out of the pharmacy’s custody cannot be guaranteed safe to supply to another patient, so it must be destroyed rather than restocked.

If you no longer need a dispensed medicine, please do not send it back to us — return it to any pharmacy for safe disposal under the national Return Unwanted Medicines (RUM) scheme.

5. Your rights under the Australian Consumer Law

Nothing on this page limits the consumer guarantees you have under the Australian Consumer Law (ACL), which apply to goods and services bought online just as they do in store.

We are not required to provide a refund or replacement if you simply change your mind. But you are entitled to a remedy if there is a problem with your order — for example if an item:

• arrives damaged, faulty, or has expired;
• is not what was prescribed, or is the wrong item or quantity; or
• is significantly different from what you were told you would receive.

Where there is a major problem you can choose a refund or a replacement. Where the problem is minor, we will repair, replace or refund it within a reasonable time. Please keep your order confirmation as proof of purchase.

6. How to report a problem

If something is wrong with your order, contact us as soon as possible — ideally within 7 days of delivery — so we can put it right. Phone (03) 4245 1133 or email armstrongcreek@twcmgroup.com with your order reference and a description of the issue (a photo helps for damaged items). A pharmacist will review it and, where appropriate, arrange a replacement or refund.

7. How refunds are paid

Approved refunds are made to the original card used for payment, through our payment provider. Refunds usually appear within 5–10 business days, depending on your bank.

8. Contact

TerryWhite Chemmart Armstrong Creek
Shop 11-13, Armstrong Creek Town Centre, 500-540 Torquay Rd, Armstrong Creek VIC 3217
Phone: (03) 4245 1133
Email: armstrongcreek@twcmgroup.com

This policy is provided in good faith and reflects our current practices. It is not a substitute for legal advice and will be reviewed by a lawyer prior to general public launch.