Refund and Returns Policy
Astrid Dispensary & Astrid Digital Returns Policy
Our returns policy is in addition to the statutory consumer guarantees you are entitled to under the Australian Consumer Law, including Competition and Consumer Act 2010 (Cth), Competition and Consumer Regulations 2010 (Cth) and Australian Consumer Law and Fair Trading Act 2012 (Vic) and other similar laws.
Change of mind
We do not provide an exchange or refund, for change your mind returns. Please read all descriptions, ingredient lists and warnings for the product before purchasing.
We will not provide refunds or accept the return of medicinal products (prescribed or over the counter) under any circumstances.
If you are unhappy with any prescription medication or can no longer continue to use your prescription medication, you must raise this matter directly with your prescriber or prescribing doctor.
Returns, Exchanges and Refunds
We will not provide refunds or accept the return of medicinal products (prescribed or over the counter) under any circumstances.
We will provide you with an exchange or refund for items, other than medicinal products, where, in our view:
- a) the item is faulty;
- b) the item is significantly different to those shown or described to you;
- c) the item is not fit for its intended purpose;
- d) the item is unsafe; and
- e) you can present your Astrid Dispensary receipt, online tax invoice or other adequate proof of purchase.
If a refund is required, a refund will be provided in the same form as the original payment, for example, if you purchased the item(s) using your credit card, the refund will be provided to you back on that same credit card.
By law, we are entitled to ask you to provide proof of purchase, such as a receipt or online tax invoice. Please note that valid proof of purchase (receipt or online tax invoice) is required to be provided to us in order for you to receive the refund.
Under the Australian Consumer Law, consumers do not have a right to return an item to us if they:
- a) Changed their mind and no longer want the product;
- b) Ordered the wrong product;
- c) Found the product cheaper elsewhere;
- d) Found a better product elsewhere;
- e) Were aware of the relevant fault before buying the products – for example, if the fault was written on the product’s box;
- f) Damaged the product by misusing it;
- g) Used the product for a long time and the problem is a result of usual wear and tear.
Returns Procedure
If you consider that an item or items are not of acceptable quality, not fit for purpose, not conforming with any description, not durable, safe or free from defect, has been damaged in transit, is faulty, or has been sent to you incorrectly, you must not consume the item(s) and the following process must be followed:
1. Email our Complaints & Compliance team complaints@astrid.health within 24 hours of receiving the item(s) and fill in the relevant forms (Product, Device, Adverse Event or Shipping complaint);
2. Our Complaints team will provide you with a ticket number, which will be used to process the complaint;
3. We will advise you if we require the item(s) to be returned;
4. You must provide us with tracking details to securely return the item(s) to us.
It is the customer’s responsibility to inform us of any item that is faulty or has not been delivered.
You may be requested by us to provide photographs of your item(s) and/or delivery package to aid a speedy resolution. Failure to notify us within 24 hours of receiving the item(s).
We may elect to return the item(s) to the manufacturer to determine the nature of the problem. We reserve the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
In the case that the returned item(s) received by Astrid Dispensary or the licensed producer do not meet the returned item(s) conditions and requirements, the returned item(s) or complaint will not be accepted. You will be contacted by us in the event that the returned item or complaint is not accepted.
We provide no guarantee as to the outcome of any returned item or any Complaint but will make every effort to ensure customer satisfaction.
If you have further questions, please contact our Complaints and Compliance Team at complaints@astrid.health.
Dispatch & Delivery Policy
Delivery of item(s)
If we become aware of delays with delivery of your order, we will contact you as soon as possible.
Please allow up to 5 business days from approval of your order for it to arrive before contacting us. Delivery times may vary depending on where you live or other circumstances beyond our control.
Your order will be delivered to your address and may require a signature and identification upon receipt. Please be sure to add all Unit/Apartment number details and business names as appropriate for your order.
If an item has not been delivered, please inform us as soon as possible and we will investigate the issue.
Shipping costs will not be refunded.
We are not responsible for incorrect delivery addresses. If an item is undeliverable, you will be responsible for all delivery costs associated with any attempts to re-deliver the item(s) to you.
Examples of where an item or items are undeliverable include (but are not limited to):
– You did not arrange for re-delivery after being notified of a delivery attempt by a postal/courier agency;
– A card was left but you did not collect the package up from the location set out in the card;
– You are not known at the delivery address provided by you or you have moved.
If an item is damaged, incorrect or faulty, you must contact us within 24 hours of delivery. You must comply with directions or instructions given by us in relation to returning the damaged, faulty or defective item(s) to the manufacturer or us.
Cancellations
Please contact us as soon as possible if you wish to cancel your online order. We will endeavour to process your cancellation request but we are not able to do so if your order has been processed or dispatched and you have changed your mind.
