1. Prescription Medicines & Compounding

PRIMED Clinic provides compounded prescription medications, which are prepared individually for each patient. Under Australian regulations, once a prescription product has been compounded and leaves the pharmacy, it cannot be returned, resold, or reused —even if unopened.For this reason, we cannot accept refunds or exchanges on prescription medicines once dispatched from the pharmacy. This policy is in place for patient safety and compliance with health law.

2. Cancelling an Order

• If you need to cancel an order, please contact us immediately via our LiveChat or email: support@primedclinic.com.au
• If your order has not yet been sent to the pharmacy for compounding, we will cancel it at no cost.
• Once an order has been released to the pharmacy and entered compounding production, it cannot be cancelled as it is already in preparation.

3. Consultation & Appointment Policy

• Missed Appointments: Repeated non-attendance to scheduled consultation will be flagged and addressed individually.
• Rescheduling: You may reschedule a consult at no cost if the request is made at least 12 hours prior to the appointment, unless in the case of an emergency, which will be considered individually. We provide SMS/email reminders 24 hours and 1 hour before your consultation.

4. Promotional & Sale Orders

• Discounts or promotions cannot be applied retrospectively to orders placed before a sale began.
• All in-progress orders remain bound by the terms at the time of purchase.

5. Incomplete Orders & No Response

If you place an order but do not complete necessary steps (e.g., responding to requests for further medical information):

• We will make at least three contact attempts (via phone/email).
• If no response is received within 14 days, your order will be automatically cancelled.
• A credit note equal to 100% of your order value will be issued, valid for 60 days from the original purchase date.

6. Issues with Goods

We carefully package all items before dispatch. If your order arrives incorrect, faulty, or with missing items:

• Contact us promptly at support@primedclinic.com.au or our LiveChat, with your order number, description of the issue, and photos (if applicable).
• We will prioritise resolving the matter as quickly as possible.

7. Responsibility After Dispatch

• Once goods are dispatched, responsibility passes to the courier. PRIMED Clinic is not liable for loss or damage in transit.
• In the event of damage or loss, you must lodge a claim with the courier. We will support you with documentation to assist your claim.
• Delayed collection or improper storage (e.g., failure to refrigerate where required) is the responsibility of the recipient.

8. Right to Refuse Orders

Our medical team may decline to prescribe or supply products where clinically inappropriate or unsafe. In such cases:

• You will receive a 100% refund for any medication not prescribed.
• Any consultation fees (e.g., missed or extended consults) remain non-refundable.

We also reserve the right to refuse service where staff safety is compromised by harassment, abuse, or threats.

9. Sale of Products

To purchase from PRIMED Clinic you must:

• Be over 18 years of age
• Complete our confidential medical questionnaire
• Hold a valid prescription issued by one of our registered prescribers (facilitated through PRIMED Clinic)

Once products are delivered, responsibility for correct storage and use rests with therecipient. PRIMED Clinic is not liable for misuse, breakage, or expiry after delivery.

10. Fraudulent Information

Providing false or misleading information when registering or during consultations constitutes fraud and may result in refusal of service and/or legal action.

11. Product Availability & Pricing

All products are subject to availability. We reserve the right to adjust pricing, stock levels, or discontinue products without notice.

Contact Us

For urgent queries, cancellations, or support with your order: PRIMED Clinic Support

support@primedclinic.com.au

+61 2 9072 1225

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