Return & Refund Policy

Central Labs Compounding Pharmacy

At Central Labs Compounding Pharmacy, we are committed to supplying medicines and pharmacy products safely, accurately and in accordance with Australian Consumer Law, pharmacy practice requirements and applicable health regulations.

Because many of our products are prescription medicines, compounded medicines or health-related items, returns are limited for safety, quality and regulatory reasons.

1. Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

You may be entitled to a refund, replacement, repair or other remedy if a product or service fails to meet a consumer guarantee, including where the product is faulty, unsafe, not of acceptable quality, not fit for purpose, or does not match its description. The ACCC confirms that consumer guarantees cannot be removed by a business’s refund policy.

2. Change of mind

We do not offer refunds or exchanges for change of mind where the product supplied is correct and suitable.

This includes situations where you:

• no longer require the medicine
• ordered the wrong item
• found the item cheaper elsewhere
• changed treatment after the medicine was prepared or dispensed
• did not collect an order after it was prepared

Under Australian Consumer Law, businesses are generally not required to provide a refund where a customer has simply changed their mind.

3. Prescription and compounded medicines

For safety and quality reasons, we generally cannot accept returns of:

• prescription medicines
• compounded medicines
• sterile preparations
• injectable preparations
• eye drops
• creams, capsules, liquids or other customised preparations
• veterinary compounded medicines
• medicines requiring temperature control
• medicines prepared specifically for an individual patient or animal

Once a medicine has been dispensed, supplied or left our control, we cannot verify its storage, handling, temperature exposure or integrity. Returned medicines cannot generally be re-dispensed to another patient.

4. When a refund, replacement or correction may be provided

We will assess and provide an appropriate remedy where required by law, including where:

• the wrong medicine was supplied
• the wrong strength, quantity or dosage form was supplied
• the product was damaged before delivery or collection
• the product was faulty or defective
• the product does not match the prescription or confirmed order
• there was a dispensing, labelling or compounding error by Central Labs
• the product is subject to a recall or safety issue

Depending on the circumstances, the remedy may include correction, replacement, refund or another appropriate solution.

5. Order cancellations

For compounded or customised medicines, cancellations are only possible before preparation has started.

Once ingredients have been ordered, preparation has commenced, or the medicine has been compounded, dispensed or labelled, the order may not be cancellable or refundable unless required by Australian Consumer Law.

6. Delivery issues

Please contact us as soon as possible if your order arrives damaged, appears tampered with, is delayed, or has been exposed to inappropriate conditions.

For temperature-sensitive medicines, please notify us immediately on receipt if there is any concern about packaging, temperature control or delivery condition.

We may request photos of the parcel, packaging, product, delivery label or temperature-control materials to help assess the issue.

7. Unwanted or unused medicines

Unwanted, unused or expired medicines should not be placed in household rubbish or returned for resale.

They may be returned to a pharmacy for safe disposal where appropriate. Returned medicines are not eligible for resale or refund unless a refund is required under Australian Consumer Law or the issue was caused by Central Labs.

8. How to request a return or refund assessment

To request a review, please contact us with:

• your name
• order number or invoice number
• prescription details, if relevant
• description of the issue
• photos, if the product or parcel is damaged
• proof of purchase

Contact:

Central Labs Compounding Pharmacy
Oxford Close, West Leederville WA
Website: https://www.centrallabs.com.au
Email: [insert pharmacy email]
Phone: [insert phone number]

9. Refund method

Where a refund is approved, it will usually be processed back to the original payment method.

Refund processing times may vary depending on your bank, card provider or payment platform.

10. Clinical suitability

A medicine not producing the desired clinical outcome does not automatically mean the product is faulty.

If you have concerns about treatment response, side effects, dose suitability or whether a medicine is still appropriate, please contact your prescriber or Central Labs for advice. Where the medicine was correctly prepared and supplied according to the prescription, a refund may not be available unless required by law.

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Short website version

Returns & Refunds

Due to safety and regulatory requirements, Central Labs Compounding Pharmacy generally cannot accept returns of prescription medicines, compounded medicines, sterile preparations, temperature-sensitive medicines or customised products once they have been prepared, dispensed or supplied.

We do not offer refunds for change of mind. However, your rights under Australian Consumer Law are not affected. If a product is faulty, damaged, incorrectly supplied, not as described, or there has been an error by Central Labs, we will assess the issue and provide an appropriate remedy, which may include correction, replacement or refund.

Unwanted or expired medicines may be returned to a pharmacy for safe disposal, but they cannot be resold or refunded unless required by law.

Please contact Central Labs as soon as possible with your order details, proof of purchase and photos if the product or parcel is damaged.