Releaf Dispensaries
Return, Exchange, Refund & Cancellation Policy

Releaf Dispensaries, part of the Crisci Group, are dedicated to providing high-quality, personalised medications, products and professional services tailored to meet your specific health requirements. 

While we always aim to meet patient expectations, we recognise that there may be occasions where you wish to return, exchange, refund or cancel a purchase. 

We kindly ask that you carefully review the below policy to understand your rights and responsibilities. 

1. Medications (Including Medicinal Cannabis & Schedule 8 Medicines) 

Due to the personalised nature of prescribed medications, including compounded preparations and medicinal cannabis products, as well as the strict legislative controls governing their storage, handling and supply, medications cannot be returned for credit, exchange or refund for change of mind. 

All dispensed medicines are considered final once supplied. 

This includes situations where: 

• A patient changes their mind 
• A patient prefers an alternative product, brand, strain or formulation
• A patient no longer wishes to proceed with treatment 
• Therapeutic expectations differ from patient experience 

Patients are encouraged to speak with their prescribing doctor or pharmacist prior to dispensing to ensure suitability. 

Replacement of Medication 

A replacement may be considered only under the following circumstances:

• There is a documented quality concern or suspected manufacturing defect (Photographic evidence and/or detailed description may be required. 
• Management reserves the right to decline requests where insufficient evidence is provided.) 
• Medication is received damaged or compromised, including temperature-sensitive products (Must be reported within 24 hours of receipt.) 
• Medication has been dispatched to an incorrect address due to pharmacy error 
• Medication is confirmed lost in transit by the courier 
• An incorrect medication was supplied 

(A prepaid return satchel may be issued to facilitate return where appropriate.) 

All replacement decisions remain at the discretion of the Pharmacist in Charge and may require consultation with the product sponsor or manufacturer. 

Compounded Medications & Special Orders 

Compounded and specially ordered medications are typically prepared or sourced specifically for each individual patient upon receipt of a valid prescription. 

For this reason: 

• Order cancellations are generally not accepted once preparation or ordering has commenced. 
• Patients wishing to cancel must contact the dispensary immediately. 

• Any damage, errors or missing items must be reported within 24 hours of delivery ● Photographic evidence may be requested 
• Photographic evidence may be requested 
• Shipping costs are non-refundable unless the error is attributable to the pharmacy 

2. Nicotine Vaping Products 

Due to regulatory requirements, nicotine vaping products cannot be returned or exchanged once supplied, except where required under Australian Consumer Law for faulty goods. 

3. Medical Devices & Accessories 

Faulty medical devices may be eligible for exchange or refund in accordance with Australian Consumer Law. Due to regulatory requirements, medical devices cannot be returned or exchanged once supplied, except where required under Australian Consumer Law for faulty goods. 

• Proof of purchase must be provided 
• Manufacturing faults must be reported within 3 months of purchase
• ‍Devices damaged due to incorrect use, mishandling or modification cannot be accepted for return 

Conditions include: 

Where the same model is unavailable, our team will work with you to identify a suitable alternative. 

4. Postage Orders 

For medications or products supplied via delivery: 

5. Refund Method 

Where a refund is approved: 

• Refunds will be processed via the original payment method
• Processing times may vary depending on financial institutions
• Cash refunds will not be provided for electronic transactions 

6. Patient Support 

If you experience: 

• Side effects 
• Lack of therapeutic benefit 
• Difficulty using your medication 

Please speak with a Releaf pharmacist or arrange a follow-up consultation with your prescribing doctor. 

We are committed to supporting safe, effective and personalised treatment outcomes.