Introduction

At MedLab Cannabis Dispensary, customer satisfaction, product quality, and regulatory compliance are our highest priorities. As an Australian medical cannabis supplier, we operate in accordance with applicable Australian laws and industry standards governing the supply of cannabis products.

Due to the nature of cannabis products and prescription-based dispensing requirements, refunds and returns are subject to strict conditions. This policy explains when refunds, replacements, or store credits may be available and outlines the procedures for submitting a claim.

By placing an order through our website, you acknowledge and agree to the terms outlined in this Refund & Returns Policy.

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1. Prescription Requirements

All medical cannabis products supplied by MedLab Cannabis Dispensary require a valid medical prescription where required by Australian regulations.

Customers are responsible for ensuring that:

• Prescription information provided is accurate and current.
• Personal and delivery details are correct.
• Orders comply with applicable Australian laws and regulations.

Orders cannot be refunded due to invalid, expired, incorrect, or incomplete prescription information supplied by the customer.

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2. Refund Eligibility

Refunds, replacements, or store credits may be considered under the following circumstances:

2.1 Damaged Products

You may be eligible for a replacement or refund if:

• The product arrives damaged.
• Packaging is visibly compromised during transit.
• The product is unusable upon arrival.

Claims must be submitted within 48 hours of delivery and supported by photographs of the package and contents.

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2.2 Incorrect Products Received

If you receive a product that differs from what was ordered, we will investigate the issue and, where appropriate, provide:

• A replacement product;
• Store credit; or
• A refund.

Claims must be submitted within 7 days of delivery.

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2.3 Missing Items

If an item is missing from your order, please contact us within 7 days of receiving your package.

Upon verification, we may:

• Ship the missing item;
• Issue store credit; or
• Provide a refund for the missing item.

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2.4 Lost Shipments

If a shipment is confirmed lost by the courier and cannot be located after investigation, we may offer:

• A replacement shipment; or
• A refund at our discretion.

Courier investigations may take several business days before a claim can be approved.

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2.5 Defective Products

If a product is determined to have a manufacturing defect, customers may be eligible for a replacement or refund following verification.

Evidence may include:

• Product photographs;
• Batch information;
• Product packaging details.

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3. Non-Refundable Circumstances

For health, safety, and regulatory reasons, refunds and returns are generally not available for:

• Opened products.
• Used products.
• Products consumed after delivery.
• Orders placed incorrectly by the customer.
• Change of mind purchases.
• Incorrect delivery information provided by the customer.
• Delays caused by courier services beyond our control.
• Products stored improperly after delivery.
• Orders rejected due to invalid prescription documentation.

Due to the nature of medicinal cannabis products, we cannot accept returns of products that have left our controlled supply chain unless required by law.

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4. How to Request a Refund or Replacement

Step 1: Contact Customer Support

Submit your request using the following details:

Email: myorder@medlab-au.com

WhatsApp: +61 480 009 025

Subject Line:

Refund Request – Order #[Order Number]

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Step 2: Provide Supporting Information

Include:

• Order number
• Full name
• Description of the issue
• Clear photographs (if applicable)
• Courier tracking information (if available)

Incomplete requests may result in delays.

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Step 3: Review and Verification

Our customer support team will:

• Review your claim
• Verify order records
• Contact shipping providers if necessary
• Determine eligibility for refund, replacement, or store credit

Most claims are reviewed within 3–7 business days.

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Step 4: Resolution

If approved, we may provide:

• Full refund
• Partial refund
• Replacement shipment
• Store credit

Approved refunds will be returned to the original payment method whenever possible.

Processing times may vary depending on your financial institution.

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5. Refund Processing Timeframes

Issue	Reporting Period	Typical Processing Time
Damaged Product	Within 48 Hours of Delivery	3–7 Business Days
Incorrect Product	Within 7 Days of Delivery	3–7 Business Days
Missing Item	Within 7 Days of Delivery	3–7 Business Days
Lost Shipment	Upon Courier Confirmation	5–10 Business Days
Defective Product	Within 7 Days of Delivery	3–7 Business Days

Failure to report issues within the stated timeframes may affect eligibility.

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6. Australian Compliance

MedLab Cannabis Dispensary operates in accordance with applicable Australian regulations governing the dispensing and supply of medicinal cannabis products.

Customers are responsible for ensuring compliance with prescription requirements and any applicable state or territory regulations relating to the possession and use of medicinal cannabis.

Nothing in this policy limits any rights available under the Australian Consumer Law (ACL).

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7. Limitation of Liability

To the maximum extent permitted by law:

• We are not liable for delays caused by third-party shipping providers.
• We are not responsible for losses resulting from incorrect customer information.
• We are not responsible for products after successful delivery and acceptance by the customer.
• Refund eligibility remains subject to verification of all claims.

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8. Frequently Asked Questions

Can I return a product if I change my mind?

No. Due to health, safety, and regulatory requirements, change-of-mind returns are generally not accepted.

Do I need a prescription?

Certain medical cannabis products may require a valid prescription under Australian regulations. Orders requiring prescription verification cannot be processed without appropriate documentation.

What if my package arrives damaged?

Contact us within 48 hours of delivery and provide photographs of the package and product.

What if my order never arrives?

We will investigate with the courier. If the shipment is confirmed lost, a replacement or refund may be issued.

How long do refunds take?

Once approved, refunds are generally processed within 3–10 business days, depending on your payment provider.

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9. Contact Information

For refund and returns inquiries, please contact:

MedLab Cannabis Dispensary

Email: myorder@medlab-au.com

WhatsApp: +61 480 009 025

Address: Queensland, Australia

Please include your order number in all communications to help us assist you as quickly as possible.

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Last Updated

June 2026