Refund Policy

This Refund Policy explains how NOUR PHARMACEUTICALS PTY LTD trading as Botanica Wellness Pharmacy (ABN 46 693 421 117) handles cancellations, returns, and refunds. It should be read with our Terms & Conditions and Shipping & Delivery policy.

1. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If goods or services fail to meet a consumer guarantee (for example, they are faulty or not of acceptable quality), you may be entitled to a repair, replacement, or refund as appropriate under the ACL.

2. Prescription medicines

Prescription medication is not refundable once it leaves the pharmacy. This includes medicines collected in store or dispatched for delivery. Once a prescription medicine has left our premises, we cannot accept it for return or refund, except where required under the Australian Consumer Law (for example, in limited circumstances involving a genuine fault attributable to us).

If you believe there is an error with your dispensed medication (wrong item, strength, or labelling concern), contact us immediately on 1800 960 949 and do not use the medicine until a pharmacist has advised you.

3. Retail (non-prescription) products

Unopened retail products may be returned within 7 days of purchase or delivery, in original condition with proof of purchase. Opened retail products are generally not returnable unless they are faulty or otherwise covered by the ACL.

4. Faulty products

If you believe a product is faulty, please bring it into our store at 346 Bay St, Brighton-le-Sands NSW 2216 for inspection by our team. We will assess the issue and advise you of the available remedy under the ACL and this policy (repair, replacement, or refund, as applicable).

5. Incorrect orders

If we have supplied an incorrect retail product or made a fulfilment error, contact us as soon as possible. We will arrange a suitable remedy, which may include replacement or refund. For prescription discrepancies, contact the pharmacy immediately for pharmacist advice before using the medicine.

6. Cancellations

Orders may be cancelled only if they have not yet been processed for postage (or finalised for collection, as advised by our team). Once an order has been posted, it cannot be cancelled. See also our Terms & Conditions.

7. How to request a refund

1. Contact us by phone (1800 960 949), email (info@botanicawellness.com.au), or in store.
2. Provide your order details, proof of purchase, and the reason for your request.
3. For faulty goods, bring the product to the pharmacy for inspection where requested.
4. Approved refunds are issued manually through reception.

8. Refund timeframe and payment reversal

Once a refund is approved, we process it manually. Refunds typically appear within 5–10 business days, depending on your financial institution. Online card payments are reversed through eWAY to the original payment method where possible.

9. Shipping costs

Shipping fees are generally non-refundable unless the return or refund arises from our error or an ACL consumer guarantee remedy that requires otherwise.

10. Contact

Refund enquiries: 1800 960 949 · info@botanicawellness.com.au · 346 Bay St, Brighton-le-Sands NSW 2216.