Terms & Conditions
WEBSITE Terms and Conditions of Sale
Please read these conditions carefully, as they apply to all transactions between us and can only be waived or varied in writing signed by us. By proceeding with an order, purchase or Rx (Script), submission on our Website, you’re indicating to us that you’ve read, understood and agreed to these conditions. If you have any questions or concerns about our conditions or Website, or any purchase you make through the Website, please don’t hesitate to get in touch with us.
While we take every care to make sure our online store is accurate and up to date, from time to time, mistakes may occur (for example, a pricing error or stock availability issue).
Please note that when you submit an order through the Website, no agreement is formed until we process and accept your order and send you a confirmation. If there’s been an error leading to your order (such as a pricing error, stocking error, supplier medication or chemical shortage or other dire circumstances), we may choose not to fill the order or unable to. We will contact you to discuss your options (for example, placing an order at the correct price, delaying your order). If we can’t or won’t fill your order, we’ll process a full refund as soon as practicable, should we have already received your payment.
You agree to pay us the purchase price listed on the Website, or as per quote already forwarded to you, including any regular or cold shipping charges, (subject of course to the proviso above, in the case of accidental errors and omissions). We may vary our prices from time to time. You agree and acknowledge that we may do so at any time on notice, and that such notice is given by us when quoting to fill your current script or posting the updated price on our Website.
You acknowledge and agree that your payment in full in cleared funds, (including any postage fees discussed below), is a condition of this agreement, and any breach of which will entitle us to terminate this agreement immediately. If a request for payment is returned or denied by your financial institution or is unpaid by you for any other reason, then you’ll be liable for any associated costs incurred by us, including banking fees and charges. We may also immediately stop delivery of any goods unpaid for unless and until we receive your payment in full.
If you fail to pay us for an order, or if an insolvency event (for example, if you commit an act of bankruptcy or become insolvent) occurs in relation to you, we may suspend delivery of an order, require payment in a particular form or terminate this agreement.
We currently accept payments by payment methods accepted e.g. credit card, PayPal, direct credit into our banking account, etc. In making a payment, you warrant to us that you’ve read and agreed to the terms of any third party payment gateway or processor or credit provider (such as PayPal, AfterPay or ZipPay), which are available on their respective websites. You understand that these services are provided by third parties, and are made available to you on our Website for convenience only. We’re not responsible for any issues, loss or damage arising out of those facilities. If you have an issue with a third party provider on our Website, please contact them directly.
Postage and delivery
We post products to within Australia, New Zealand and Tasmania. We may also distribute to other selected countries which we will inform you of upon request. We use delivery service providers, (usually Aramex or Australia Post), to help us get our products to you.
You agree to pay to us postage fees as per our Shipping Policy document, available on this website below.
Our delivery service providers may change their fees from time to time, and so you acknowledge and agree that we can vary the postage fees applicable to orders at any time on notice, and but such notice is given when advising you of the cost of your order.
See our Shipping Policy on this website.
See our Shipping Policy on this website.
It’s your responsibility to make sure that your postal address details are correct. We won’t be responsible for any incorrect or failed delivery if you don’t supply current, accurate postal address details. If your order is undelivered due to your error and returned to us, we reserve the right to require you to pay further postage fees or terminate this agreement and issue a refund in accordance with this agreement. This may include retaining your payment in instances as described in our Refund and Replacement Policy.
Orders Lost in Transit
A tracking number will be provided via email for all orders with the respective courier service responsible for your delivery. If items do not arrive or if you are experiencing any unusual delays, please contact the corresponding courier service as we are no longer liable once your goods have been shipped and delivery has been confirmed.
Risk in each order passes to you on delivery to your nominated address. Upon confirming the order, patients may choose between ‘Authority to leave’ or ‘Signature on arrival’. If signature on arrival is selected and no one is home to collect or sign for the items, the package will be taken back to the post office or depot.
If we accept a return of any goods, risk in those goods will revert to us on our confirmation of receipt of the returned goods. We recommend you insure goods you return to us against loss or damage in transit, if applicable.
Events beyond control -FORCE MAJEURE
As in life, sometimes circumstances beyond our control, (such as, but not limited to, strikes, floods, fires and extreme weather events, computer malfunctions, failure of service providers to perform services or injury or illness of key personnel), get in the way. If circumstances we can’t control affect our ability to dispatch your order, you release us from any obligation to dispatch your order while those circumstances continue. While they continue, we may choose to cancel your order, or otherwise to complete your order once things have returned to normal. If we expect a major delay, we’ll contact you to discuss a suitable solution.
Advice and information
We may give you advice, recommendations, information or assistance in relation to products on our Website, their use or application. We give that information to you in good faith, believing it’s accurate, appropriate and reliable at the time but we don’t give any warranty of accuracy, appropriateness or reliability. Information and advice we give is general in nature, and is not intended to constitute or substitute for professional or medical advice. You should seek appropriate professional or medical advice if necessary. We won’t accept any liability or responsibility (including liability for negligence) for any loss suffered because of your or any other person’s reliance on information or advice we provide on our Website, unless otherwise required by law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, which forms Schedule 2 to the Competition and Consumer Act 2010 (Cth) (ACL). If you are an Australian consumer for the purposes of the ACL, you are entitled to replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in these terms excludes any right, guarantee or warranty you’re entitled to by law, however we do exclude all other guarantees, conditions and warranties to the maximum extent permitted by law. We also specifically exclude liability for negligence.
Wherever possible, our liability for breach of any condition, warranty or guarantee is limited, at our option, to:
replacement of the product;
repair of the product;
payment of the cost of having the product replaced; or
such other fair and reasonable remedy as we are ready and willing to provide.
We won’t be liable for any consequential loss or damage or other direct or indirect loss or damage, except where we are unable to limit or exclude such loss under the ACL.
If for any reason the ACL doesn’t apply to an order you place with us (for example, if you purchase the product for re-sale with our authorization, or if you are purchasing from outside Australia), then we exclude all liability to you and we’ll only refund an order placed if we can’t fill it, if we think it’s reasonable to do so, or otherwise as agreed in writing. Please choose carefully as we do not offer refunds for change of mind.
To make an ACL-related claim, please contact us at email@example.com, or text 0435 772 236
Refund and Replacement Policy
Under normal circumstances, Your Solution Compounding Pharmacy does not accept returned products due to governmental regulations. In limited circumstances, we may issue a refund or replacement. For faulty or damaged items, we will require photo evidence to assist us in the investigation of each query.
For faulty or damaged products return requests, please call us on 1300 900 939 or email us at firstname.lastname@example.org.
You acknowledge and agree that all intellectual property rights owned by us or to which we are entitled before and after this agreement will remain our sole property and that nothing in this agreement transfers any ownership in our intellectual property rights to you.
If a dispute arises out of these conditions or if you are unhappy with your product for any reason, we ask that you contact us in the first instance and we will do our best to resolve the issue to our mutual satisfaction quickly, cheaply and efficiently. If we’re not able to resolve it within thirty (30) days, we’ll go to mediation in Queensland (unless we agree to an alternative venue in writing) and split the costs of that equally. If the dispute still isn’t resolved within thirty (30) days of the mediation, either of us can ask the mediator to terminate the mediation and the mediator must do so.
Each of us agree that we won’t commence any proceedings in a Court or Tribunal until we’ve complied with this clause (unless of course we’re seeking interlocutory relief).
We can change these conditions at any time by updating this document and giving notice to you by posting a copy on the Website. The changes will take effect immediately on their being posted.
If any part of these conditions is found to be void or unenforceable by a Court of competent jurisdiction, that part will be severed, and the rest of the agreement will remain in force.
We may terminate this agreement at any time on notice to you. All disclaimers and limitations of liability will survive termination. On giving such notice, we’ll refund any amounts paid by you in respect of undelivered goods.
All orders will be shipped via Aramex or Australia Post, depending on which courier will provide the fastest turnaround time. Upon confirming the order, patients may choose between ‘Authority to leave’ or ‘Signature on arrival’. If signature on arrival is selected and no one is home to collect or sign for the items, the package will be taken back to the post office or depot.
Once the package is delivered, we are no longer liable for your products. You will be provided with a tracking number to follow up with the corresponding postal service for any enquiries regarding your items.
All our items are shipped express for your convenience. Please find the following fees below for our cold and non-cold shipping prices.
Express Non-cold shipping: $12.00
Express cold shipping: $20.00
We always endeavor to get your items to you in the fastest timeframe possible. Once an order is confirmed it takes 24-48 hours to be compounded in the lab. Once completed each medication is thoroughly checked and then dispatched via our courier services. Please note that these shipping times are a guide only, as we are unable to guarantee these timeframes.
Melbourne and Brisbane metro areas:
½ - 1 business days once the order has been dispatched
NSW, VIC, NT, WA, SA, TAS:
1-3 business days once order has been dispatched
2-3 business days once the order has been dispatched
For international orders please contact us via email at email@example.com or please call us on 1300 900 939 for a quote. We do not post cold compounds internationally.
Please contact the corresponding courier for further guidance if you are experiencing any delays or issues retrieving your parcel.
We cannot guarantee same-day delivery. If you require your compound urgently, you can collect them directly from our Brendale or Melbourne facilities. Please call us on 1300 900 939 to confirm and we will ensure your order is ready for collection before you arrive.
Tracking your Order
A tracking number will be provided via email for all orders with the respective courier service responsible for your delivery. If items do not arrive or if you are experiencing any unusual delays, please contact the corresponding courier service as we are no longer liable once your items have been shipped and delivery has been confirmed.
We are based in Queensland and these terms will be governed by the laws of Queensland. In the event of any dispute, we ask that you first contact us, and we’ll do our best to resolve the dispute to our mutual satisfaction quickly, cheaply and efficiently. If we do end up in court, you agree that the exclusive venue for resolving any dispute will be in the courts of Queensland and courts of appeal from them.
This document was last updated: 25/03/2023