Thank you for visiting the ChemistWarehouse.com.au Web site.
ChemistWarehouse.com.au provides access to
pharmacy services and dispensing: a retail store and information site for pharmaceutical products and online orders are picked packed and fulfilled by
ChemistWarehouse.com.au affiliate company Epharmacy Group Pty Ltd ACN 110 869 059 (6 Albert Street, Preston VIC 3072).
The owners of
ChemistWarehouse.com.au, its subsidiaries, related entities and affiliates ("
ChemistWarehouse.com.au", "
we", "
us", "
our") respect your privacy and we are committed to comply with the Privacy Act 1988 (Cth) ("
Act"), the Act's Australian Privacy Principals ("
APP") and the General Data Protection Regulation (GDPR) (EU) 2016/679. In addition, we are bound by and committed to the privacy of health records as contained in Health Legislation in every state.
We respect your right to privacy and are committed to providing clear and honest information to explain how we use the information you give us. We are committed to protecting and respecting your privacy. This Privacy Policy explains the types of personal information we collect, how we use that information, who we share it with, and how we protect that information.
This policy (together with our
terms and conditions) sets out the basis on which any personal information we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our practices regarding your personal information, and how we will treat it. By continuing to use this website, you are accepting and consenting to the practices described in this policy.
INFORMATION COVERED BY THIS POLICY
This policy covers all personal information collected and used by chemistwarehouse.com.au. In this policy, “personal information” means information or pieces of information that could identify you. This includes information such as your name, address, username, or email address, but could also include information such as your IP address, or information about your preferences and shopping habits.
Customer Service
To contact us, you can go to our web page (
https://www.chemistwarehouse.com.au/contactus) where you can email us, use our online web messaging, or call us on 1300 367 283. Our business hours are Monday to Friday 8:00am to 8:00pm AEST.
Privacy Officer
| Mail: |
The Privacy Officer |
| |
CW Retail |
| |
6 Albert Street |
| |
Preston VIC 3072 |
| |
|
| Email: |
[email protected] |
The key principles of our privacy policy are as follows.
- We use your personal information to allow us to provide the services you ask us for.
- We will only send you information about our own products and services and those of group companies and selected partners if you have given us permission to. Bear in mind that if you choose not to receive this information, you may miss out on offers and deals.
- In some instances (for example, customers using any kind of medicines regardless of prescription only medicines), we will need to collect sensitive information about your health – such as existing health conditions or prescribed medication. The law and Australian health regulations set out how we can record and use this sensitive information.
THIS PRIVACY POLICY SETS OUT:
- how and why we collect and use your personal information.
- how we use this information and to whom the information may be disclosed.
- our commitment to respecting and protecting the privacy of people who use our website and our services.
Please read this privacy policy carefully. By using our website and services you are confirming that you agree to the terms of this privacy policy. If you do not agree to this privacy policy, do not use our website or services.
We may from time to time make changes to this privacy policy. We will set out any important changes at the end of the latest version of the privacy policy. If there are substantial changes, we will also explain the changes in the summary at the start of this policy. You should check this privacy policy regularly to see if there have been any changes.
What personal information we collect and how we use it
PROVIDING YOU WITH GOODS AND SERVICES
We collect personal information from you in a number of ways, mainly when you buy goods or services and from the way you use our website. This personal information will include your name, date of birth, delivery and billings address, email address and phone numbers. We will use this personal information to help us meet your order; deliver the goods and services to you and to give you the information you need to track your order.
In some cases, for example if you are ordering pharmacy-only medicines from us, we will ask you for extra information to make sure that our pharmacists can check the medicine is suitable for you. This will mean collecting information about your health, including medical information.
ADDITIONAL DATA REQUIRED FOR MEDICATION PURCHASES
If you want to purchase any medications we will need to know whether you pay full price for your prescriptions or if they are government subsidized. We will also collect information about your existing medical conditions and any medication your doctor has prescribed for you, gender, DOB, address, Medicare details depends on type of medications purchased. We will use this information to look after your health and comply with Pharmacy Law. This may mean we have to contact you in certain circumstances that are relevant to your ongoing care (for example, sending you reminders about repeat prescriptions). For more information about what information we may collect in such when providing prescriptions please read our
prescription service page
GETTING TO KNOW YOU BETTER
We will collect and store details of all medicines and other products we supply to you, and also medicines that you may have from us on repeat prescription. We use this information to help us get to know you better and to enable us to provide better service.
We will use this information, as well as the other information we collect about you, to improve the quality of our website, as well as improving the personal information we hold about you. This helps us to understand you, so we can send you marketing messages that should be relevant to you (unless you have told us that you do not to want to receive marketing from us). We will also put this information (which does not identify you) with other information so that we can use all the information we have to help us understand our customers and prospective customers better, including helping to predict which of our services may be of interest to them.
Please note that we will only send you marketing information about our own products and services and those of our group companies and selected partners, if you have given us permission to do so (you have to tell us if you want us to send you marketing information).
OUR SERVICE PROVIDERS
Sometimes we use other organisations (service providers) to help us provide our services and improve them, including:
- delivering your orders and providing emails or texts so you can track your order;
- sending letters and marketing material;
- carrying out market research; and
- helping us to analyse anonymous information about customers.
Where we need to share information with our service providers, we give them only the minimum amount they need to provide services to us and you. Those we share your information with are not allowed to use it to try to sell their own services to you. They are all bound by privacy policies that at a minimum mirror ours.
INFORMATION WE RECEIVE AND COLLECT FROM OTHER SOURCES:
We may receive information about you if you use any of the other websites we operate (for example a website for another Chemist Warehouse brand) or the other services we provide. We also work closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, and credit reference agencies) and may receive information about you from them. We use Google Analytics as a partner to collect data. We may also collect information about you from publicly available sources, including publicly available content on social media, always with the aim of improving your service to you.
WHEN USING OUR WEBSITE
We may collect information about you as you are using our website, such as information about your browser, your location, the country you are visiting from, your IP address, which areas of our website you visit and what links you click on etc.
MARKETING
By agreeing to our privacy policy you are agreeing to allow us to contact you about products and services which we, our group companies and selected partners provide and think you would be interested in, and to let you know about relevant offers and news. Chemist Warehouse will share the data provided by you to third parties (as disclosed in our Cookie Policy) in order to communicate to you via our various marketing channels, analyze behavior on our website and understand your data.
If you no longer want to receive marketing information in a particular way, or receive any marketing at all, you can change your mind at any time. You can opt-out of receiving marketing emails by using the unsubscribe link included at the end of every direct marketing email we send you. To manage your cookie preferences, use the link in our Privacy Notice: Cookies, pixels and other tracking technologies – see below.
GIVING INFORMATION TO THIRD PARTIES
As well as sharing your information with our group companies and giving our service providers information to help us provide our products and services to you, we may give your information to others (third parties) in the following circumstances.
- If we are selling any business or assets, in which case we may give your personal information to the prospective buyer of such business or asset.
- If we, or most of our assets, are taken over by a third party (as your personal information may be one of those assets).
- If we have to provide or share your personal information in order to:
- meet any legal obligation or a request from a court or the police;
- enforce or apply our terms of use and other agreements; or
- protect the rights, property, or safety of us, our customers or others.
This may involve sharing information for the purposes of preventing fraud, carrying out identity and age-related checks, and reducing credit risks, and contacting prescribers when our pharmacist becomes aware of significant medical issues arising in connection with a repeat prescription.
Our website may contain links to third parties’ websites. We are not responsible for the privacy practices or content of those websites.
This privacy policy applies only to personal information we collect from you through our website or in our dealings with you.
Cross Border Disclosure
Personal Information may be disclosed to our service providers, including service providers which are located outside of Australia for the purpose of us providing services and marketing material to you. Except in some circumstances where we may rely on an exemption under the Act or other law, we will take reasonable steps to ensure that that the privacy of your Personal Information is addressed in any service agreement with our service providers.
SECURITY
The security of your personal information is very important to us, and we take all appropriate security measures (including physical, electronic and procedural measures) to help protect it from being seen or shared by people or organisations not authorized to receive it. Personal Electronic Information provided to Chemiswarehouse.com.au will be stored on servers located in Australia. Physical copies of Personal Information provided may be kept in storage rooms with restricted access. When sending your personal information to a third party in order to provide goods or services you have ordered through our website, we will use reasonable ways of keeping your personal information secure.
Despite this commitment, we will not be liable if information transmitted over the internet is revealed, altered or misused. Any Information sent to us via the Internet is sent at your own risk. ChemistWarehouse.com.au shall not be held accountable for the privacy practices of other websites which appear as links on our website or to links to our websites from other websites. ChemistWarehouse.com.au may contain links to other sites which may be located within or outside of Australia. This privacy policy does not apply to any sites which are not controlled or operated by us.
How can ChemistWarehouse.com.au customers ensure the accuracy and rectification in regard to their Personal Information?
When Personal Information is provided to us by you, you warrant that the Personal Information given is accurate, current and complete and undertake to maintain the accuracy, currency and completeness of the Information which we retain. You also warrant that you have authority to provide this Personal Information to us.
Registered customers can view and alter the Personal Information they have provided by logging in with their username and password and accessing their account information. The Personal Information we retain includes patient profiles, addresses, and past orders. Access to this Personal Information by our staff can only be performed by staff members with a secure password, with access only granted when required. Access to this Information is recorded by log files to track unauthorised access and modifications.
Can ChemistWarehouse.com.au customers order with anonymity?
As
ChemistWarehouse.com.au requires a physical address to deliver parcels to and a signature on delivery, anonymity cannot be assured. Customers may use a pseudonym for the purpose of registering for marketing information only.
How can ChemistWarehouse.com.au customers' information be removed from our database?
If at any stage a ChemistWarehouse.com.au customer would like their Personal Information removed from our database, we require an email with the username, password and identifying information and the customers file will be deleted from our records. Please send to:
[email protected]
YOUR RIGHT TO SEE YOUR HEALTH RECORD
You can ask us in writing for a copy of all the personal information we hold about you. We will endeavor to respond to your request within reasonable time. You will need to give enough information for our staff to identify you (for example, your full name, address and date of birth). You will need to provide ID (for example, your passport, full driving license or credit card or debit card) before any information can be released to you.
If you think any information we hold about you is incorrect, please let us know at
[email protected]
Changes to this privacy policy
This policy was last updated on 10 April 2025.
PRIVACY NOTICE: COOKIES, PIXELS AND OTHER TRACKING TECHNOLOGIES
This Website uses tracking technologies such as cookies, pixels and tags to improve and tailor our customer’s online experience.
What are cookies?
Cookies are small files containing certain information that are stored on your device. Cookies are served either by ePharmacy Group Pty Ltd (
we,
us,
our) referred to as “first party cookies” – or by third parties providing services to ePharmacy Group Pty Ltd, such cookies are referred to as “third party cookies”.
Some cookies are necessary to provide certain functionalities on a website, for example, to utilise a websites “search” functionality. Cookies also enable the respective issuer ePharmacy Group Pty Ltd or a third party to recognise that the website was previously called up by a certain end device, allowing the identification of returning visitors (or their end devices) and gathering information about their usage of the website.
What are tracking pixels?
A tracking pixel is a piece of code generated by a third-party provider that can be placed on an organisation’s website to collect information about a user’s activity. There are different types of tracking pixels which can be used for different purposes. For example, pixels can be used to analyse website traffic (such as which pages are visited, time spent on a page and user demographics), target advertisements to individual users on third-party platforms, and measure the success of advertising campaigns.
Types of tracking technologies
Tracking technologies are grouped into the following categories:
• Necessary
- These tracking technologies are essential to enable you to move around the Websites and use its functionality and features, such using search, single sign on or requesting website visual elements. Without these cookies, services requested through usage of our Websites may or cannot be properly provided. They can also enable essential functionalities to guarantee the security and efficiency of the services requested.
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- These tracking technologies may also enable the website to provide enhanced functionality and personalisation. They may be set by us or third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
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• Marketing
- Marketing tracking technologies (also referred to as targeting technologies) are used to deliver advertisements on third party providers more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of an advertising campaign.
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• Analytics
- These tracking technologies collect information about how visitors use a website, for instance which pages visitors go to most often, and how visitors move around the site. They help us to better understand a user’s behaviour on our Website.
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- Further information collected by performance tracking technologies may include internet browser and operating system used, the domain name of the website visited, the number of visits, average duration of visit, and pages called up.
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- In general, the information collected by these tracking technologies is aggregated and cannot normally be linked to a specific individual. However, in certain cases the collected information can be linked to you directly (if you have previously disclosed your identity to us, for example, when creating an account or placing an order).
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• Preference
- Preference cookies enable a website to remember information that changes the way the website looks or behaves.
Who we disclose your personal information to, and why
We share your information with digital advertising platforms, advertising partners, social media platforms, consent management platforms and tracking technology providers to increase the functionality and efficiency of our website, analyse how you use our website so we can improve it, tailor the content and information that we provide to you, provide you with targeted advertisements on our or other websites and platforms, and manage your consent preferences. Before we do so, we will notify you of this fact and seek your consent or provide a right to opt-out, as required by law.
Overseas disclosure of personal information
We may share your personal information outside Australia to some of the recipients and for the purposes noted above (see ‘Who we disclose your personal information to, and why’), including our contracted service providers operating overseas, including the United States, Singapore, Malaysia, the European Union, and the United Kingdom.
What control do I have over tracking technologies?
To
manage your preferences, utilise the following link
Withdraw or change your cookie consent.
Users can also control which devices and sites allow cookies to be used. For example, depending on your device, you may be able to disable certain third-party cookies in your browser settings. If users disable these cookies, websites visited may have limited or impaired functionality.
Users can similarly control tailored advertising facilitated by cookies by changing settings on the digital platforms that you receive targeted marketing. For example, you can disable or manage your preferences for advertising on platforms you use, such as Facebook or Google in your account setting.
It’s important to be aware that you may need to opt across each personal device, browser and platform utilised. Opting out may not remove all advertising, but rather the ads you see may no longer reflect your interests.
Further information is available on cookies and how to further manage your preferences. See the following supportive links:
Our Privacy Policy contains information about how you may request access to, or correction of, the personal information about you that we hold. It also contains information about how you may make a complaint about the way we’ve managed your personal information and how to contact us.
This Privacy Notice was published on 10 April 2025.