Releaf Dispensaries
Return, Exchange, Refund & Cancellation Policy

Releaf Dispensaries, part of the Crisci Group, provide high-quality, personalised medications, products and professional services tailored to your health needs. Although we strive to meet patient expectations, you may occasionally need to return or exchange an item, request a refund, or cancel a purchase.

Please review the policy below to understand your rights and responsibilities.

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

Because prescribed medications — including compounded preparations and medicinal cannabis products — are personalised and subject to strict storage, handling and supply laws, they cannot be returned for credit, exchange or refund due to a change of mind.

Once supplied, all dispensed medicines are final. This applies when:

• The patient changes their mind
• The patient prefers a different product, brand, strain or formulation
• The patient decides not to continue treatment
• The treatment outcome does not meet the patient’s expectations

Patients should consult their prescribing doctor or pharmacist before dispensing to confirm the medication is suitable.

Replacement of Medication

Medication may be replaced only in the following circumstances:

• The dispensary is notified of any issues within 24 hours of receipt
• A documented quality concern or suspected manufacturing defect. Photographs and/or a detailed description may be required. Management may decline requests if insufficient evidence is provided.
• The medication is received damaged or compromised, including temperature-sensitive products (must be reported within 24 hours of receipt)
• The medication was sent to the wrong address due to a pharmacy error
• The courier confirms that the medication was lost in transit
• The wrong medication was supplied. Where appropriate, a prepaid return satchel may be provided.

The Pharmacist in Charge has final discretion over all replacement decisions and may consult the product sponsor or manufacturer.

Compounded Medications & Special Orders

Compounded and special-order medications are prepared or sourced specifically for each patient after a valid prescription is received. Therefore:

• Cancellations are generally not accepted once preparation or ordering has begun
• Patients who wish to cancel must contact the dispensary immediately

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

Medical devices cannot be returned or exchanged once supplied, except where Australian Consumer Law requires a remedy for faulty goods.

If a device is covered by a manufacturer’s warranty, the manufacturer or its authorised service provider will need to handle the return process. Where possible, our pharmacy team will support customers through the warranty process by providing relevant contact details and documentation.

Consumer Law conditions:

• Proof of purchase is required
• Manufacturing faults must be reported within three months of purchase
• Devices damaged through incorrect use, mishandling or modification cannot be returned

If the same model is unavailable, our team will help identify a suitable alternative.

4. Postage Orders

For medications or products supplied via delivery:

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

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.