Returns Policy

​​Purpose

This policy aims to establish a clear process for resolving issues related to Pharmacann products supplied to dispensing pharmacies and their patients.

 

Scope

This policy applies to all Pharmacann products sold on the Pharmacann portal and includes the brands Baggie Smalls, Jungle Boys, Biocann, CannRix, Peachy, Cookies, Mysterium, Pharmacann and Alien.

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Responsibilities

Pharmacann

• Is responsible for addressing product complaints fairly and reasonably, providing appropriate remedial actions (such as product replacements or issuing credits) in accordance with this policy.

• Is responsible for liaising directly with the dispensing pharmacy, not the patient.
   

Dispensing Pharmacy

• Will receive the initial product complaint from the patient

• Is responsible for initiating follow-up actions in accordance with this procedure. This may include notifying Pharmacann using the return request form within the portal, submitting sufficient photographic evidence with a clear description, receiving the product from the patient, arranging product destruction, or returning the product to Pharmacann for further investigation and follow-up, if requested.
   

Patient

• The Patient is responsible for bringing their concern(s) regarding the product to the attention of the dispensing pharmacist, not Pharmacann.

• The Patient must return the product (in its original packaging) to the dispensing pharmacy.
   

Return Policy

All returns and credit requests are subject to the product being returned to the Dispensing Pharmacy in its original packaging. If the pharmacy label is missing or the product is not in its original packaging, this will void the complaint.

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Returns will not be accepted for pharmacy or patient change of mind, if the patient did not like the product, if the patient is no longer attending/dispensing from the pharmacy in question, expired stock, advertised short-dated stock or for ordering excess stock.

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An incorrect product ordered by the pharmacy may qualify for a return and credit but will be subject to a 30% restocking fee with the following conditions:

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• An order must be placed for the correct product via the Pharmacann Portal

• The return must be requested within 3 days of receiving the order by following the return process below

• The Pharmacy is responsible for returning the product in its original condition

• The cost and arrangement of the return by tracked mail/courier must be organised by the pharmacy

• Only once the product has been received, inspected and received into stock will a credit be issued. 
   

Where a credit or refund is approved, Pharmacann will advise if the product is to be destroyed by the pharmacy or returned to Pharmacann for investigation.
 

Product Quality

Due to the natural characteristics of cannabis, the size, appearance, and texture of flowers does not affect their efficacy, and variations in these aspects are not considered problematic. Flower products may also vary in weight by ±5%, which is normal and can result from environmental factors.

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Product Issues

In cases of product issues (e.g. faulty products, damaged packaging), after investigation, Pharmacann will issue a credit note to the dispensing pharmacy for the purchase price only. Under these circumstances, it is expected that the dispensing pharmacy, where applicable will provide a refund to the affected patient(s). All returns and credit requests must follow the returns process below to initiate the investigative process. 

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Product damaged after dispensing will not qualify for a return. Dispensing Pharmacies are to remind their patient that products containing glass, i.e. the vapes and oils, must be handled with care.

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Like any other administering device, vape cartridges need to be cleaned regularly and stored in an upright position when not in use to avoid clogging and leaking. Patients should also disconnect the cartridge from the battery when not in use. Patients who fail to provide general maintenance resulting in clogging and leaking will void any complaint. Please refer to our vape guidelines on general maintenance and troubleshooting.

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Product Expiry

Expiry dates for all products are provided within the Pharmacann ordering portal. These can be viewed in the product list and under the product description by hovering over the information (“i”) icon next to the product in the product list.

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Products will not be dispatched if they expire within 30 days, except when clearly advertised as short-dated stock on the ordering portal.

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Pharmacies will not be able to return products with less than 30 days remaining until expiry, unless the return is due to product issues. It is expected that such products will be dispensed to and consumed by the patient within this timeframe.

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Products advertised as short-dated or as soon to be discontinued are not eligible for return.

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Incorrect supply

In the rare event where the incorrect product or quantity has been dispatch, following investigations by the Pharmacann team, Pharmacann will exchange and/or send the correct volume. It is the responsibility of the Dispensing Pharmacy to notify the Pharmacann team immediately via email at info@pharmacann.com.au.

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Return Process

• Patient attends Dispensing Pharmacy with a concern regarding a dispensed product, or Pharmacy has received product that is damaged or with damaged packaging. 

• Dispensing Pharmacy obtains relevant information from patient and product in its original packaging for raising with Pharmacann.

• Dispensing Pharmacy completes a return request form via the returns section of their account in the Pharmacann portal and uploads sufficient photographic evidence with a detailed description of the product issue.

• Pharmacann will conduct an investigation based on the evidence provided and provide a resolution to the Dispensing Pharmacy within 5 working days.

• Dispensing Pharmacy to either destroy the product, or return product to Pharmacann, in accordance with provided instructions via the return section.

• Any credits or financial adjustments will be made upon receipt of returned products, or confirmation of destruction if so instructed.