These Terms & Conditions of Sale apply when you purchase products or pharmacy services from Heathershaw's Compounding Pharmacy Pty Ltd ("Heathershaw's", "we", "us" or "our"), including orders placed through heathershawscompounding.com.au, by phone, email, SMS, post, or in store.
By placing an order you agree to these terms, together with our Shipping & Returns Policy, Privacy Policy and Terms of Use.
Please read them carefully before ordering. If you do not agree, do not place an order.
Who we are
We are a community compounding pharmacy group in Victoria. Online orders are processed and shipped from Glen Iris, Victoria, and follow Victorian public holidays.
Our locations are Burke Road and Malvern Road in Glen Iris, High Street in Glen Iris, and Wattletree Road in Malvern East. Opening hours and contact details for each pharmacy are listed on our Locations pages.
Prescriptions and compounding
Many of the products we supply are prescription-only medicines, PBS medicines, or compounded medicines prepared for an individual patient. We can only dispense or compound these items where we hold a valid prescription from a registered prescriber, and where supply is permitted under Victorian and Commonwealth law.
Sending a script or placing an order does not guarantee that we can supply the medicine. We may need to contact you or your prescriber, decline supply, or suggest an alternative where clinically or legally appropriate.
Compounded medicines are prepared specifically for the named patient. They are not commercial, off-the-shelf products. Formulation, strength, form and waiting time depend on the prescription, ingredient availability and professional judgement.
PBS availability depends on the medicine, your eligibility and the pharmacy. PBS is not available at our Malvern Road pharmacy.
Orders
An order is an offer to purchase. We accept the order when we confirm it, begin processing it, or take payment, whichever happens first. We may refuse or cancel an order if a product is unavailable, a prescription is invalid or insufficient, payment fails, or we reasonably believe supply would be unsafe or unlawful.
Once an order is placed and approved by a Pharmacist, it cannot be edited, added to or cancelled, except where we agree in writing or where the Australian Consumer Law requires otherwise.
Orders placed on a weekend or public holiday are processed on the next business day (Monday to Friday).
You must provide accurate patient, delivery and contact details. You are responsible for any delay or failed delivery caused by incorrect information.
Price and payment
Prices are in Australian dollars. Unless we say otherwise, listed prices for over-the-counter products include GST where applicable. Delivery fees are calculated at checkout or quoted when we arrange shipping.
Prescription and compounded prices may depend on the quantity prescribed, ingredients and professional fees. We will confirm the amount payable before or at the time of supply where it is not already shown at checkout.
Payment is due as directed at checkout or by our staff. We may use third-party payment processors. We do not store full card details on the Site.
If payment is not received, we may pause or cancel the order.
Delivery
We deliver across Australia. Delivery methods, timeframes, flammable orders, and related conditions are set out in our Shipping & Returns Policy.
Schedule 8 medicines cannot be delivered to P.O. Boxes or Parcel Lockers.
Shipping times are a guide only. We are not responsible for delay caused by carriers, or for loss or damage that occurs during shipping, except where the Australian Consumer Law says otherwise.
Risk in the goods passes to you on delivery to the address you nominate.
Returns, refunds and cancellations
Our returns practice is described in the Shipping & Returns Policy. In summary:
- we will re-prepare damaged or defective items at no charge if you tell us promptly;
- if a prescription has been dispensed and dispatched, medications generally cannot be returned; due to Victorian health regulations, prescription items and compounded medicines cannot be returned for refund;
- if you have an issue with a medication order, contact us within 48 hours of receiving it;
- because products are prepared for an individual's use, we cannot issue a refund for cancellation after an order has been placed and approved by a Pharmacist, except where the law requires it; and
- approved refunds are processed to your original payment method within 5-10 business days of approval (your financial institution may take longer).
These limits do not affect your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If goods or services fail to meet a consumer guarantee, you may be entitled to a repair, replacement, resupply or refund as the law provides.
Your responsibilities
You must use medicines only as directed on the label and by your prescriber or pharmacist. Tell us about allergies, other medicines, and anything else that may affect safe supply.
You must not on-supply prescription or compounded medicines to another person.
Professional services
Pharmacist consultations, vaccinations and other clinical services are provided in accordance with professional standards and any eligibility rules that apply (including Chemist Care Now or the National Immunisation Program, where relevant). A pharmacist may decline or refer a service if it is not clinically appropriate.
Fees for services, if any, will be explained before the service proceeds.
Liability
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.
To the extent permitted by law, we are not liable for:
- delay or failure to supply caused by events outside our reasonable control, including ingredient shortages, carrier disruption or public holidays;
- loss arising from incorrect information you provide; or
- indirect or consequential loss, including loss of profit or opportunity.
Where liability can be limited, and it is fair and reasonable to do so, our liability is limited to resupply of the goods or services or payment of the cost of resupply.
Changes
We may update these Terms & Conditions of Sale by posting the revised version on the Site. The version in force when you place an order applies to that order.
Governing law
These terms are governed by the laws of Victoria, Australia. You submit to the non-exclusive jurisdiction of the courts of Victoria.
Contact
Questions about an order or these terms can be sent to marketing@heathershawscompounding.com.au, by calling (03) 9509 7912, through our contact page, or in writing to 153 Burke Rd, Glen Iris, VIC 3146, AU.