As a compounding pharmacy, many of our products are prepared specifically for individual patients. For safety, legal, and quality assurance reasons, special return conditions apply.

This policy operates in accordance with the Australian Consumer Law (ACL).

Compounded Prescription Medicines

Compounded medicines are prepared specifically for an individual patient pursuant to a valid prescription.

Due to:

• Patient-specific formulation

• Infection control requirements

• Product integrity and safety considerations

• Regulatory compliance obligations

We cannot accept returns or offer refunds for compounded prescription medicines once they have left the pharmacy, except where required under Australian Consumer Law.

Refunds or replacements will only be provided where:

• The product is faulty or defective

• The product does not match the prescription

• An error occurred in dispensing

• The product was damaged in transit

If you believe there is an issue with your compounded medicine, please contact us within 48 hours of receipt.

Refrigerated (Cold Chain) Products

For temperature-sensitive medicines:

• Products must be inspected immediately upon delivery.

• If you believe the product has been compromised during transit, contact us immediately.

• We cannot accept returns of refrigerated medicines due to storage integrity concerns unless confirmed faulty.

Do not use the product if you suspect temperature compromise until you have spoken with our pharmacy team.

Retail (Non-Prescription) Products

For non-prescription retail items (e.g. supplements, devices, skincare):

We may accept returns where:

• The item is unused

• The item is unopened

• It is in original packaging

• It is returned within 14 days of purchase

Return postage costs are the responsibility of the customer unless the item is faulty.

Opened or used products cannot be returned unless faulty.

Damaged or Incorrect Orders

If you receive:

• The wrong item

• A damaged parcel

• An incomplete order

Please notify us within 48 hours of delivery.

We may request:

• Photographs of the item and packaging

• Batch or label details

• Confirmation of storage conditions

We will assess the issue promptly and arrange replacement or refund where appropriate.

Change of Mind

We do not offer refunds for change of mind on:

• Compounded prescription medicines

• Special-order products

• Refrigerated items

Change-of-mind returns may be considered for unopened retail items at our discretion.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

Under ACL, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Refund Processing

Approved refunds will be processed via the original payment method where possible.

Please allow 3 – 10 business days for funds to appear (depending on your financial institution).

How to Request a Return

Please contact:

Componded Pty Ltd
Phone: 1300 887 346
Email: orders@compoundedmedication.com.au
Address: 25/56 O’Riordan St, Alexandria NSW 2015, Australia

Provide:

• Your full name

• Order number

• Prescription number (if applicable)

• Description of the issue

• Photos (if relevant)

Do not return medicines without contacting us first.

 

Last updated: 02 March 2026