The Farma dispensary does not guarantee that every refund request will be accepted. The decision to provide a refund is based on legal requirements and supplier approval of the refund.
Please see below a guide to common return and refund policy scenarios:
Over The Counter Product (Non-Prescription Medicine) - Change of Mind
Farma are able to issue a refund for an over the counter product change of mind if:
- The product and its packaging are unopened, and any manufacturer seals have not been broken.
- The product has not been used or damaged.
Please get in touch with us at hello@farma.au with your order details, photos of the unopened and undamaged OTC item, and we will then be able to issue a refund via Store Credit.
Please note: Return postage costs will be incurred by the Patient/Customer and any postage paid will not be refunded - we recommend using a tracked form of shipping to ensure it arrives safely back to us.
Prescription Medicine - Change of Mind
Farma are unable to issue refunds, exchanges or credits for change of mind of prescription products as these are restricted medicine. We recommend you check with your Doctor at your next consult if you would like to change to a new medicine.
Over The Counter Product (Non-Prescription Medicine) - Faulty Product OR Damaged in Transit
Farma are able to issue a replacement or refund via Store Credit within 7 days of receipt of the product by emailing a clear image of the damaged or faulty product to hello@farma.au.
We will pay for return postage costs to return the damaged/faulty product to us and then we are able to refund via Store Credit or ship a replacement at no cost to you.
Prescription Medicine - Faulty Product OR Damaged in Transit
Farma are able to issue a replacement or refund via Store Credit within 7 days of receipt of the product by emailing a clear image of the damaged or faulty product to hello@farma.au.
We will pay for return postage costs to return the damaged/faulty product to us and then we are able to refund via Store Credit or ship a replacement at no cost to you.
Please note: Prescription medicine quality / fault issues that are a result of supplier quality error require us to liaise with the product supplier, so we appreciate your patience as we endeavour to resolve this issue for you.
Over The Counter Product (Non-Prescription Medicine) - Incorrect Item Sent
Farma are able to issue a replacement or refund via Store Credit within 7 days of receipt of the incorrect product by emailing a clear photo of the product to hello@farma.au.
We will pay for return postage costs to return the incorrect product to us and then we are able to refund via Store Credit or ship the correct product at no cost to you.
Prescription Medicine - Incorrect Item Sent
Farma are able to issue a replacement or refund via Store Credit within 7 days of receipt of the incorrect product by emailing a clear photo of the product to hello@farma.au.
We will pay for return postage costs to return the incorrect product to us and then we are able to refund via Store Credit or ship the correct product at no cost to you.
Please note: Incorrect restricted prescription medicine product Store Credit Refunds or replacements can only be issued once we have confirmation that the incorrect medicine has been sent back to us using a tracked shipping method and we have received the tracking details.
Over The Counter Product (Non-Prescription Medicine) - Return To Sender (Incorrect Address by Patient)
In the instance that you have provided an incorrect or incomplete address and this has resulted in a return-to-sender of your OTC product, we will attempt to contact you and organise a re-delivery to the correct address, and you will incur re-ship costs of $10.00.
If we are unable to reach you via phone or email after several attempts (and if more than 14 business days pass), we will not be able to issue a replacement. You will not be entitled to a Store Credit refund in this instance.
Prescription Medicine - Return To Sender (Incorrect Address by Patient)
In the instance that you have provided an incorrect or incomplete address and this has resulted in a return-to-sender of your prescription product, we will attempt to contact you and organise a re-delivery to the correct address, and you will incur re-ship costs of $10.00.
If we are unable to reach you via phone or email after several attempts (and if more than 14 business days pass), we will not be able to issue a replacement and will destroy the prescription product as per TGA guidelines and procedures. In this instance, you will not be entitled to a Store Credit refund.
If you have any questions regarding a return or exchange and it's not listed above, we recommend getting in touch with us with your order details and name via hello@farma.au.