February 2026
At Epsilon Pharmacy, we prioritise the safety, compliance, and satisfaction of our patients. This Return and Refund Policy explains when returns, replacements, or refunds may be considered for products purchased from our pharmacy, including prescription medicines such as medicinal cannabis. By placing an order with us, you acknowledge and agree to the terms outlined below.
1. Your Rights Under Australian Consumer Law (ACL)
Under Australian Consumer Law (ACL), consumers are entitled to receive goods that are:
- Of acceptable quality
- Fit for their intended purpose
- As described
- Free from defects
Where a product fails to meet these guarantees, you may be entitled to a remedy such as a replacement, repair, or refund.
Important: Due to health and safety regulations, prescription medications (including medicinal cannabis) are generally exempt from returns or exchanges once supplied, except where:
- The product is faulty or defective, or
- The product was incorrectly dispensed
If you believe there is an issue with your prescription or supplied product, please contact us as soon as possible so we can assess the matter and discuss appropriate next steps.
2. Circumstances Where Returns or Refunds May Be Accepted
We will only consider returns, replacements, or refunds in the following situations:
a. Dispensing Errors
If you receive an incorrect product due to an error by Epsilon Pharmacy, we will arrange a replacement or refund as appropriate.
b. Manufacturing Defects
If a product is confirmed to be faulty due to a manufacturing issue (for example, damaged seals, contamination, or defects not caused by handling or delivery), you may be eligible for a return, replacement, or refund. This includes prescription medicines, subject to regulatory requirements.
3. Exclusions
The following circumstances are not eligible for returns or refunds:
- Change of mind
- Incorrect product selection by the patient
- Products damaged during transit (see Delivery Damage below)
- Products that have been opened, used, or tampered with, unless a verified manufacturing defect is identified
Delivery Damage
Damage that occurs during delivery is the responsibility of the courier. If your order arrives damaged, please contact us within 48 hours of receipt so we can assist you in lodging a claim with the delivery service provider.
4. Process for Reporting Faulty or Incorrect Products
If you believe a product is faulty or has been incorrectly dispensed, please follow the steps below:
1. Contact Us Promptly
Notify our customer service team as soon as you become aware of the issue.
2. Provide Supporting Evidence
To allow assessment by the pharmacy and, where required, the manufacturer or supplier, you may be asked to provide:
- Clear photographic evidence of the alleged fault or defect
- The batch number and expiry date (if applicable)
- Photographic evidence confirming the product was dispensed by Epsilon Pharmacy (All personal and identifying patient information will be removed before any information is shared with third parties.)
3. Return Instructions
Once the evidence has been reviewed, we will advise whether a return is required and provide clear instructions. Products must be returned:
- In their original packaging
- In a safe and secure manner
- In accordance with pharmacy and regulatory requirements
Unauthorised returns will not be accepted.
5. Replacements
If a medicinal cannabis product you have purchased is found to be faulty, you may be eligible for a replacement from the supplier. Replacement requests are subject to the supplier’s assessment and approval. While we will assist in submitting a request, Epsilon Pharmacy cannot guarantee that a replacement will be provided.
To process a replacement, we require the following from the client:
- Photo evidence of the fault in the product.
- Photo evidence of the batch and expiry details.
- Photo evidence of the dispensing label to confirm the product was dispensed to you.
All personal information will be de-identified if required by the supplier to protect your privacy.
Please contact Epsilon Pharmacy immediately if you believe a product is faulty. We will assist you in submitting a replacement request to the supplier and guide you through any additional requirements.
6. Prescription Medications
In line with Australian regulations governing prescription medicines:
- Orders cannot be cancelled, returned, or refunded once dispensed and dispatched, except where a confirmed dispensing error or manufacturing defect exists.
- We strongly encourage patients to carefully review their prescription details prior to completing their purchase.
7. Refund Processing
If a refund is approved:
- Refunds will be issued via the original payment method
- Please allow up to 5 business days for funds to appear in your account, depending on your financial institution
8. Contact Us
If you have questions about this policy or need to report an issue, please contact us:
- Email: order@epsilonpharmacy.com.au
- Phone: 1800 377 456
Our team is here to assist and ensure all concerns are handled fairly, promptly, and in line with regulatory requirements.
Disclaimer
This policy may be updated from time to time to reflect changes in Australian Consumer Law, therapeutic goods regulations, or other applicable legal and regulatory requirements. The most current version will always apply.
