Auscare Store – Sydney Medicinal Cannabis Dispensary

At Auscare Store, your health, safety, and satisfaction are our highest priorities. As a licensed Sydney-based dispensary specialising in medicinal cannabis and wellness products, we operate in full compliance with Therapeutic Goods Administration (TGA) regulations and Australian consumer protection laws.

This policy outlines your rights and our obligations when it comes to refunds, returns, and exchanges for prescription medications and wellness products dispensed through Auscare Store.

📋 Quick Summary

💊 Prescription Medications: No Returns for Safety Reasons

For legal and safety reasons, prescription medications including all medicinal cannabis products cannot be returned or refunded if you simply change your mind.

This policy aligns with:

• TGA regulations prohibiting the re-dispensing of returned medications

• NSW Health Pharmacy Guidelines on safe medicine supply

• Patient safety concerns regarding storage, handling, and potential tampering

Important: Once a prescription medication has left Auscare Store, we cannot accept it back or issue a refund unless the item is faulty or incorrectly dispensed.

✅ When You Are Eligible for a Refund or Return

1. Damaged or Faulty Goods

If your dispensed medication or product arrives damaged or is faulty, we will offer a full refund or replacement.

Examples include:

• Broken seals or tampered packaging

• Leaking bottles or damaged containers

• Expired medication (rare, but we resolve immediately)

• Manufacturing defects

What to do:

• Contact us within 7 days of collection or delivery

• Provide your order number and prescription details

• Include photos of the damage (if applicable)

We will arrange a replacement or process your refund promptly.

2. Incorrect Item Dispensed

If we dispense the wrong product or incorrect strength against your valid prescription, we will correct the error at no cost to you.

What to do:

• Contact us within 7 days of collection or delivery

• Provide your order number and prescription details

• Specify which item was incorrect

We will arrange for the correct product to be dispensed and manage the return of the incorrect item.

3. Non-Medication Products (Change of Mind)

For non-medication items such as:

• CBD wellness supplements (non-prescription)

• Vitamins and health supplements

• Vaporisers and accessories

• Books and educational materials

You may return unopened items for a refund if you change your mind.

Conditions:

• Item must be unopened and in original packaging

• Item must be in resalable condition

• You must contact us within 14 days of purchase

• Return shipping costs are your responsibility

Refund processing: Once we receive and inspect the returned item, we will process your refund within 7 working days.

4. Cancellation Before Dispensing

If you change your mind before your prescription has been dispensed, we are happy to cancel and issue a full refund.

How to cancel:

• Contact us immediately by phone or email

• Provide your prescription details

• If the order has not been prepared, we will cancel and refund promptly

Note: If your medication has already been dispensed and prepared for collection, you will need to follow the returns process above upon receiving it.

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❌ What Is Not Eligible for Refund or Return

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📝 How to Request a Refund or Return

Step 1: Contact Our Support Team

Reach out to us within the eligible timeframes:

• Email: Support@auscarestore.com

• In-Store: Visit our Sydney dispensary

• Secure Message: Contact us via our website

Please include:

• Your full name and prescription/order number

• Description of the issue

• Photos (if applicable)

• Your preferred resolution (refund or replacement)

Step 2: Await Instructions

Our team will respond within 1-2 business days with instructions. If a return is required, we will provide the address and any specific guidance.

Step 3: Return the Item (If Required)

• Package the item securely

• Use a tracked shipping service (recommended for your protection)

• Keep your proof of postage

Step 4: Refund Processing

Once we receive and inspect the returned item:

• Refunds are processed within 7 working days

• Funds return to your original payment method

• You will receive a confirmation email

📦 Delivery Issues

Late or Missing Orders

If your dispensed medication has not arrived within the expected timeframe:

• Check your tracking information

• Verify with neighbours or safe place (if applicable)

• Contact us if it is beyond the estimated delivery date

We will investigate with the courier and resolve accordingly.

Refused Deliveries

If you refuse a delivery or fail to collect from a depot, the order will be returned to us. Once received:

• We will contact you to arrange re-delivery (additional shipping charges may apply)

• Or we can process a refund, minus original shipping costs

⚖️ Your Rights Under Australian Consumer Law

This policy does not affect your statutory rights under the Australian Consumer Law, including:

• The right to receive goods that are of acceptable quality, fit for purpose, and as described

• The right to a full refund or replacement for faulty or misdescribed goods

• The right to cancel certain contracts within prescribed timeframes (with exceptions for prescription medicines)

For more information, visit the Australian Competition and Consumer Commission (ACCC) website or contact NSW Fair Trading.

🏛️ Compliance Statement

Auscare Store operates in full compliance with:

• Therapeutic Goods Administration (TGA) regulations

• NSW Health Pharmacy Guidelines

• Poisons Standard (Scheduling of medicines)

• Privacy Act 1988 (Cth)

• Australian Consumer Law

🔄 Policy Updates

We may update this policy from time to time to reflect changes in regulations or our practices. Any changes will be posted on this page with an updated revision date.

Last Updated: 27 February  2026

📞 Contact Us About Returns

Contact:

• Email:support@auscarestore.com

• In-Store: Visit our Sydney dispensary during business hours

• Live Chat: Available on our website

📋 Summary: What to Do

We are here to help. If you have any questions about our refund and return policy, please contact our friendly team.

👉 [Contact Us]👉 [FAQs]👉 [How to Access Medicinal Cannabis]

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Auscare Store – Your Trusted Sydney Medicinal Cannabis Dispensary