Important: Prescription products cannot be returned or exchanged once dispensed, except where required by law. This applies regardless of the reason for return.

 

Due to regulatory requirements governing the supply of prescription medicines in Australia, prescription products dispensed by upleaf cannot be returned, exchanged, or refunded once they have left our possession. This restriction exists to protect patient safety and complies with applicable health legislation.

 

Exceptions apply only where:

 

•       The product was damaged in transit — please contact us within 48 hours of receiving your order with photographic evidence.

•       The wrong product was dispatched — please contact us immediately and we will arrange return and correct dispatch at no cost to you.

•       The product is recalled by the manufacturer or regulator — we will contact you directly in this event.

 

If you have concerns about a prescription product you have received, please contact us as soon as possible using the details at the end of this policy.

 

 

Eligibility for Return

To be eligible for a return of a non-prescription product, all of the following conditions must be met:

 

•       The purchase was made within the last 30 days.

•       The product is unopened and in its original condition and packaging.

•       The product is not listed as non-returnable on the product page.

 

Faulty, Damaged, or Incorrect Products

If your product arrives damaged, is faulty, or is not the product you ordered, you are entitled to a remedy under the Australian Consumer Law. Please contact us within 48 hours of receiving your order with your order details and, where possible, photographic evidence. We will arrange a return, replacement, or refund at no cost to you, depending on the nature of the fault.

 

Change of Mind

If you have changed your mind about a non-prescription product, you may be eligible for an exchange or refund. This is entirely at our discretion and is not required under the Australian Consumer Law. Please contact us to discuss your options. If a return is approved, the cost of returning the product to us is at your own expense.

 

If your return is approved:

 

•       Products must be returned in their original, unopened condition.

•       We will confirm receipt and process your refund or exchange as soon as we are able.

 

Non-Returnable Products

Some non-prescription products are not eligible for return or exchange due to their nature. These products are clearly identified on their product pages. This restriction does not affect your rights under the Australian Consumer Law in the event of a fault or incorrect supply.

 

Exchanges

Exchanges are not automatically available and are granted at our discretion. If you would like to request an exchange, please contact us before returning any product. We will assess your request and notify you whether an exchange is approved. If approved, we will confirm whether the alternative item is available and provide return instructions. If the requested alternative is unavailable, or if we determine an exchange is not appropriate in the circumstances, we will advise you of your options, which may include a refund.

 

To initiate a return or exchange request, please contact us using the details below. Please have your order number and a description of the issue ready. We will respond within 5 business days to assess your request and confirm next steps.

 

•       Email: vapes@carinapharmacy.com.au

Please do not return any product without first contacting us and receiving return instructions. Unauthorised returns may not be accepted.

 

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a product, you are entitled to:

 

•       A refund, or a replacement of the same type of product; and

•       Compensation for any other reasonably foreseeable loss or damage.

 

For minor failures, we may choose to repair or replace the product rather than provide a refund. Nothing in this policy is intended to limit, exclude, or modify these statutory guarantees.