Returns & Refunds Policy

Returns, cancellations and refunds for pharmacy products and patient-specific prescription dispensing requests through Trichome Medicinal Dispensary and its patient portal.

Last updated: 8 November 2026

1. About this policy

This policy covers eligible pharmacy product purchases and requests to dispense prescriptions through Trichome Medicinal Dispensary’s patient portal. The pharmacy identified in your transaction is responsible for dispensing and supplying your products. A prescription dispensing request is not an unrestricted retail purchase of medicine.

2. Your consumer rights

Nothing in this policy limits any right, consumer guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable law. If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy, depending on the circumstances.

3. Change-of-mind returns

We do not offer returns, exchanges, store credits or refunds simply because you change your mind, order the wrong eligible retail product, find a lower price elsewhere or no longer need the product.

This does not affect your rights if a product is faulty, unsafe, damaged, incorrect, misdescribed or otherwise fails to meet a consumer guarantee.

4. Prescription dispensing requests

Registered patients may request dispensing of an available prescription or repeat linked to their pharmacy account. An order confirmation or payment does not guarantee dispensing.

Supply depends on a valid prescription, pharmacist review, stock availability and all required clinical, identity, age, authority and legal checks. If payment has been taken for medicine that cannot or will not lawfully be dispensed, the amount paid for the unsupplied medicine will be refunded.

5. Schedule 8 and monitored medicines

Requests involving Schedule 8 or other monitored medicines require a valid patient-specific prescription and a pharmacy authorised to dispense them. These medicines are not unrestricted catalogue products.

The pharmacist may need additional checks, including Queensland’s real-time prescription monitoring system or other applicable state or territory systems. A request may be delayed, refused or cancelled if a required check cannot be completed, a prescription or authority is invalid, a repeat is not yet due, supply is clinically inappropriate, stock is unavailable or another lawful professional requirement prevents dispensing.

6. Medicines that have left the pharmacy

For safety reasons, medicines and certain health, hygiene, temperature-sensitive or regulated products that have left pharmacy control generally cannot be returned for resale or re-dispensing because they are no longer wanted.

This can include prescription, Schedule 8 and pharmacist-only medicines, compounded or specially prepared products, therapeutic vaping goods and other products that cannot safely or lawfully be supplied again. Your rights for faulty, damaged, unsafe, incorrect or misdescribed products still apply.

Ask a pharmacy about safe disposal of unwanted or expired medicines. Do not post or courier controlled medicines or other regulated products to us without first receiving lawful return instructions.

7. Faulty, damaged, unsafe or incorrect products

Contact us if a product is faulty, damaged, unsafe, incorrect, materially different from its description, not of acceptable quality or not fit for a purpose you disclosed before purchase.

We or the supplying pharmacy may ask for reasonable information to assess the issue, such as your order number, proof of purchase, photographs, packaging or batch details and a description of the problem.

For a major failure, you may choose the remedies available under the Australian Consumer Law. For a minor failure, the supplier may be entitled to provide an appropriate remedy within a reasonable time.

8. Missing or incomplete deliveries

Contact us if your order is missing, incomplete or overdue. We will investigate and, depending on the circumstances, arrange delivery, a replacement, cancellation of the affected item or a refund. Delivery times are estimates unless expressly stated otherwise. Your statutory rights still apply.

9. Cancellations

You may request cancellation before fulfilment, but cancellation is not guaranteed. Retail orders may no longer be cancellable after dispatch or irreversible fulfilment. Prescription requests may no longer be cancellable once dispensing, compounding, preparation or another irreversible pharmacy process has begun.

If a transaction is lawfully cancelled before supply and you are entitled to a refund, the applicable amount will be refunded.

10. Therapeutic vaping goods and regulated products

These products can only be supplied where lawful. Supply may depend on patient age, therapeutic purpose, pharmacist assessment, prescription requirements and applicable state or territory rules. If payment has been taken for a product that cannot lawfully be supplied, the applicable amount will be refunded.

11. How refunds are paid

Approved refunds for payments processed through Tyro will ordinarily be returned to the original card or payment transaction. We do not ordinarily provide cash refunds for card transactions processed through Tyro.

Partial refunds cover the affected item, charge or adjustment, plus any other amount required by law or applicable payment rules.

12. Refund timing

We will initiate an approved refund as soon as reasonably practicable after authorisation. The time it takes to appear in your account depends on Tyro, the card scheme and your financial institution.

13. Return and collection costs

Responsibility for reasonable return, collection or transport costs for products that fail a consumer guarantee will be determined under the Australian Consumer Law.

Contact us or the supplying pharmacy before returning anything unsafe to transport, temperature-sensitive, controlled, prescription-only or otherwise regulated.

14. Proof of purchase

We may ask for reasonable proof of your transaction, such as an order confirmation, receipt or payment record. Not having a paper receipt does not remove statutory rights you can otherwise establish.

15. Product recalls

If a product is recalled or subject to a safety notice, follow the instructions from the manufacturer, sponsor, supplying pharmacy, Trichome Medicinal Dispensary or relevant regulator. We may use order and contact details to notify affected customers where appropriate.

16. Request help, a return or a refund

Contact Trichome Medicinal Dispensary with your order number and a description of the issue. Medicine-related matters may be referred to the pharmacy responsible for dispensing or supply.

Trichome Medicinal Dispensary
3/75 Hardgrave Rd, West End QLD 4101, Australia
info@trichomemedicinaldispensary.com.au
07 3844 2543

Please tell us about a problem as soon as reasonably practicable. This policy does not set an arbitrary time limit on your rights under the Australian Consumer Law.