This page explains order processing, delivery, cancellation, return and refund principles for eligible Pharma Available products and services.
Clinical Approval Before Fulfilment
Products requiring professional review will not be prepared for supply until the required assessment, verification and decision are complete.
Payment or an automated acknowledgement does not guarantee approval or dispatch.
Order Processing
Processing may include payment checks, identity verification, stock confirmation, clinical review, dispensing, quality checks and carrier handover.
Delivery Estimates and Locations
Displayed timeframes are estimates unless expressly stated otherwise.
Delivery is available only to eligible locations supported by the relevant service, product, pharmacy and carrier.
Charges, Address and Tracking
Applicable charges should be displayed before confirmation.
Users are responsible for a complete and accurate delivery address.
Tracking may be provided where available, but carrier scans may not update immediately.
Missed or Failed Delivery
A carrier may attempt redelivery, leave instructions or return an item according to its procedures.
Additional costs may apply where delivery fails because of inaccurate details, repeated absence or refusal.
Damaged, Incorrect or Missing Items
The parcel should be checked promptly.
Packaging, labels, photographs and other evidence should be retained while the issue is reviewed through the designated order-support route.
Returns of Medicines
For patient-safety reasons, medicines and certain healthcare products may not be suitable for return or resale after dispatch or supply, except where an item is defective, damaged, incorrect or another legal right applies.
Unwanted medicines should be handled through an appropriate medicines-disposal route.
Eligible Non-Medicine Returns
Unused non-medicine products may be returnable where they meet the applicable period and condition requirements.
Personalised, sealed hygiene, temperature-sensitive or perishable items may be excluded where permitted by law.
Cancellations and Refunds
Cancellation may be possible before processing, dispensing, personalisation or dispatch begins.
Where a refund is due, it should normally be returned to the original payment method after review.
Delays Outside Reasonable Control
Weather, carrier disruption, public emergencies, industrial action, supply interruption or legal restrictions may delay delivery.