Purpose

The purpose of this policy is to provide a clear pathway for the resolution of issues relating to MEDI EXTRACT products supplied to our Customers (Pharmacies or Dispensaries).

Scope

This policy applies to all MEDI EXTRACT products sold on the MEDI EXTRACT Platform (www.mediextract.com.au).

Responsibilities

MEDI EXTRACT

• responding to product complaints or order disputes lodged via the Platform or via admin@mediextract.com.au by our Customers.
• handle product complaints and order disputes in a fair and reasonable manner and remedial action provided (replacing products, issuing credits, etc.) in accordance with this Return Policy.
• only liaise with the Pharmacy or Dispensary, not the Patient.

Pharmacy or Dispensary

• lodging the product complaints and order disputes via the Platform or via admin@mediextract.com.au.
• returning the product to us within 7 days from complaint or dispute raised.

Returns Policy

1. Major issues

1.1 Where there is a major issue with the product (e.g. where it is unsafe, or subject to a  recall), we will provide you with a credit based on the purchased price. In these  circumstances it is expected that you will provide the affected patient(s) with a refund.

2. Minor issues

2.1 In all other instances (e.g. where packaging has been damaged or there is a minor  quality issue), we will arrange for the product to be returned.

2.2 Once the product has been received at our facility and after investigation, we will issue  a credit note to your account. You can order replacement of the same product.

2.3 All returns and credit requests are subject to the product being returned to us in original  packaging. If the product label is missing or the product is not in its original packaging,  this will void the complaint.

2.4 All return and credit requests must be made within a reasonable timeframe post- purchasing the product from us.

3. Where no product issue exists

3.1 Replacements or credits will not be issued to you, if a patient simply changed their  mind, did not collect their medication, found the product cheaper somewhere else, or  decided they did not like the product.

3.2 Returns will not be accepted for change of mind, finding products cheaper elsewhere,  or if a product becomes available at a promotional price, or for ordering excess stock.

3.3 If an incorrect product is ordered by you, a return may be accepted with the following  conditions:

• An order must be placed for the correct product via the Platform
• The return must be requested within 3 days of receiving the order
• The product must be returned in original condition
• The cost and arrangement of the return by tracked mail/courier must be organised by you
• If approved, the return must be returned to us within 7 days.
• A re-stocking fee may apply to returns relating to incorrect products ordered.

4. Product Expiry dates

4.1 Expiry dates are listed for all products within the Platform at the time of ordering.

4.2 Products will not be dispatched if they expire within 30 days, unless advertised as  short-dated stock.

4.3 Products received by you with an expiry date of greater than 30 days from date of  receipt will not be accepted as a return, for any reason other than product issues.

4.4 It is expected that the product will be dispensed and consumed by the patient within  this period.

4.5 Products advertised as short-dated or as soon to be discontinued will not be accepted  as returns.

5. Incorrect supply

5.1 In the rare instance that an incorrect volume or product is received, we will exchange  and/or send correct volume as soon as practical once notified.

6. Returns Process

6.1 You need to notify us via the Dispute section of their account on the Platform  (www.mediextract.com.au) or contact us on  admin@mediextract.com.au.

6.2 We will investigate and provide a resolution to you within 5 working days.

6.3 You return product to us, in accordance with provided instructions.

6.4 Any credits or financial adjustments will be made upon receipt of returned products.