At Elderi we strive to ensure each customer receives their order in perfect condition. However, once it leaves the pharmacy and enters the courier’s care, it is no longer our responsibility. 

In accordance with Australian consumer rights, all risk of loss or damage to goods passes to the consumer once the package has been dispatched. When goods are in transit, the responsibility falls to the courier company.

We ensure that your goods are packed securely and dispatched undamaged, however in the unlikely event that your order is damaged or lost in transit please contact our Patient Care Team as soon as possible to alert us. 

Please provide a detailed description of what has occurred, photo of the damaged product (if applicable), along with your order number, name and best contact details. We will make it a priority to rectify the issue as soon as possible.

Elderi will not be responsible for issuing a refund or covering any loss or damage, and you will also need to report to the courier company as soon as possible to lodge your complaint. Elderi will help in any way possible to ensure that you have all the appropriate documents required to substantiate your claim.