Shipping & Returns

Community Botanic Dispensary is operated by Bona Sano Pty Ltd ABN 15 679 537 243.

This Refunds & Returns Policy applies to purchases made through Community Botanic Dispensary, including orders placed through our website, by phone, by email, in person, or through another approved ordering method.

This policy applies in addition to any rights you may have under the Australian Consumer Law. Under Australian Consumer Law, customers may be entitled to a remedy where a product or service does not meet consumer guarantees, such as where it is faulty, unsafe, not fit for purpose, or does not match its description.

For safety, legal and quality reasons, prescription medicines generally cannot be returned, exchanged or refunded once dispensed, unless there is a dispensing error, product fault, recall, damage issue, or another matter that requires pharmacist review.

This is because once a medicine has left the pharmacy, we may not be able to verify how it has been stored, handled or transported.

This applies to prescription medicines supplied for pickup or delivery, including scheduled medicines and medicinal cannabis products.

If there is an issue with your order, please contact Community Botanic Dispensary as soon as possible after receiving it. To help us review the matter, we may ask you to provide photos of the item, packaging, delivery parcel, label, batch number or any visible damage.

We recommend contacting us within 24 hours of receiving your order if the medicine is damaged, incorrect, faulty, affected by delivery, or not as expected.

Depending on the issue, we may need to review the matter with the supplier, manufacturer, sponsor, wholesaler, courier or another relevant party before confirming the next steps.

A refund, replacement or exchange may not be available where the issue appears to be due to misuse, incorrect storage, tampering, damage after delivery, failure to follow storage instructions, or circumstances outside the control of Community Botanic Dispensary.

If we are unable to accept a return or approve a refund, replacement or exchange, we will explain the reason and advise you of any available next steps.

Each request will be reviewed on a case-by-case basis. Nothing in this policy limits your rights under the Australian Consumer Law.

We do not offer change-of-mind refunds or exchanges for prescription medicines once they have been dispensed.

For non-prescription products, change-of-mind returns may be considered at our discretion, provided the item is unopened, unused, in original condition, suitable for resale, and returned within a reasonable time with proof of purchase.

Some non-prescription products may still be excluded from change-of-mind returns for hygiene, safety or quality reasons.

You may request to cancel an order before the medicine has been dispensed or dispatched.

We will review cancellation requests on a case-by-case basis.

If a cancellation is approved, any refund will usually be processed back to the original payment method.

If you believe you have received the wrong medicine, wrong strength, wrong quantity, wrong label, or another dispensing-related issue, please contact us immediately.

Do not use the medicine until our pharmacist has reviewed the matter.

If a dispensing error is confirmed, we will arrange an appropriate remedy, which may include replacement, correction, refund, collection, return instructions, or another action determined by the pharmacist.

If your order arrives damaged, please contact us as soon as possible.

We will review the matter and advise the next steps.

Depending on the circumstances, we may arrange a replacement, refund, delivery claim, return, collection, or further pharmacist review.

Please do not dispose of the parcel, packaging or product until we have reviewed the issue, unless there is an immediate safety risk.

If a product is faulty, unsafe, subject to a recall, or affected by a manufacturer or supplier issue, please contact us as soon as possible.

Where required, we may refer the matter to the supplier, sponsor, manufacturer, wholesaler, regulator or other relevant party.

If a refund, replacement or other remedy is required, we will advise you of the next steps.

If your order has not arrived, please contact us so we can review the tracking information.

We may need to investigate the delivery with the courier or delivery provider.

A refund or replacement may not be available where tracking confirms the parcel was delivered correctly, unless there is evidence of courier error, delivery issue, dispensing issue or another matter requiring review.

If a parcel is returned to us because you were unavailable, provided an incorrect address, did not collect the parcel, or could not complete required delivery checks, additional delivery fees may apply.

Please check your delivery address carefully before confirming your order.

If you provide an incorrect or incomplete delivery address, we may not be able to redirect the parcel once it has been dispatched.

Community Botanic Dispensary is not responsible for delays, failed delivery or loss caused by incorrect delivery details provided by the customer, unless required by law.

Some medicines may require particular handling, storage or delivery conditions.

For these products, returns may be further restricted because storage conditions cannot be verified once the product has left the pharmacy.

If you believe a temperature-sensitive or specially handled product has been affected during delivery, please contact us immediately and do not use the product until our pharmacist has reviewed the matter.

For non-prescription products, we may accept a return, exchange or refund where required by Australian Consumer Law or where approved by us.

Approved refunds will usually be processed to the original payment method.

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

Delivery fees, transaction fees or other charges may not be refundable unless required by law or unless the issue was caused by our error.

We may require proof of purchase before processing a refund, exchange or return.

We may also need to verify your identity before discussing prescription or health-related order details.

Please contact us as soon as possible if there is a problem with your order.

Our pharmacist or pharmacy team will review your request and advise the next steps.

Nothing in this policy limits your rights under the Australian Consumer Law or any other applicable law.

Where you are entitled to a remedy under law, we will provide the appropriate remedy.

If you believe your refund request has not been handled appropriately, you may contact us first so we can review the matter. You may also contact NSW Fair Trading or another relevant consumer protection body.