Refund policy

REFUNDS & RETURNS POLICY

Consumer Rights

  • You are entitled to a replacement or refund if a product has a major fault, or to have the product replaced if the fault is not major
  • A product is considered faulty if it:
    • Is unsafe
    • Is significantly different from what was described

Refunds for Faulty Products

  • If a product is faulty, please contact us within 7 days of receiving the order
  • Include your order number, description of the issue, and photos if applicable
  • We will assess the issue and provide a replacement, repair, or refund in accordance with ACL

Refunds Not Available

Refunds do not apply in the following situations:

  • Change of mind
  • Incorrect selection by the practitioner
  • Products that have been opened or used, unless faulty
  • Damage caused after delivery due to misuse, incorrect storage, or courier handling

This does not affect your rights under Australian Consumer Law.

Custom or Practitioner-Directed Products

  • Products compounded or prepared according to practitioner instructions are custom-made
  • Refunds or replacements for these products are generally not available unless:
    • The product is faulty
    • The product was supplied incorrectly (e.g., wrong formulation)

Delivery Damage

  • If an item is damaged during transit, contact us immediately at dispensaryandco@gmail.com
  • We may request photos of the damaged product and packaging to assess the situation
  • A replacement or refund will be issued according to the nature of the damage and ACL guidelines

Requesting a Refund or Replacement

To request a refund or replacement, please contact us at dispensaryandco@gmail.com with:

  • Order number
  • Description of the issue
  • Photos if applicable
  • Any relevant practitioner instructions

We aim to respond within 2 business days and resolve issues promptly.