Terms and Conditions
Please read these terms carefully before using this Website. By using this Website, you agree to:
- These terms, including disclaimers
- Terms and Conditions specific to Medicinal Cannabis
- Returns and Refund Policy
- Complaint Resolution
- Be bound by these Terms
Thank you for visiting MY LIFE MY HEALTH Website (the “Site”).
THIS SITE IS OWNED AND OPERATED BY MY LIFE MY HEALTH COMPOUNDING PTY LTD.
Our website may contain links to other websites. We are not responsible for the privacy practices of linked websites and any linked websites are not subject to our privacy policies and procedures.
Use of this website and the sale of products is governed by the laws of Queensland and Australia.
MY LIFE MY HEALTH wants each visitor to the Site (“you”) to have a safe, pleasurable visit, so we have established the following terms and conditions so that we both know what to expect from each other. By using the Site, you agree to be bound by the terms following. Please read them carefully. Your usage of the Site indicates your acceptance of these terms and conditions. Your placement of an order also indicates your acceptance of these terms and conditions.
From time to time, these Terms may be revised. Revised Terms are effective immediately upon being posted onto this Website. Your continued use of this Website will mark your acceptance of any such revised Terms.
All information supplied has NO WARRANTY whatsoever. Information and statements are not intended to diagnose, treat, cure, or prevent any disease. No warranty is made that any information on or linked to this site is complete and or accurate. All information contained on the Site, including information relating to medical and health conditions, products and treatments, is for informational purposes only. It is often presented in summary or aggregate form.
Professional advice is required for each particular illness, disease, infection, injury or other medical condition and for dosages of the pharmaceutical product supplied via this Site. This information is not to be taken as any sort of medical advice whatsoever. You take full and total responsibility for what you do with this information, and any resulting outcomes from your actions.
The information contained in this Site is not intended nor is it implied to be a substitute for professional medical advice, or any information contained on or in any product packaging or labels. Always seek the advice of your Pharmacist, General Practitioner, other medical practitioner or qualified health provider when starting any new medical treatment, continuing with medical treatment or with any questions you may have regarding yours or any other party’s medical condition. NOTHING CONTAINED IN THE SERVICE IS INTENDED TO BE OR SHOULD BE TAKEN FOR MEDICAL DIAGNOSIS OR TREATMENT.
DISCLAIMER FOR USE OF SITE
YOU EXPRESSLY AGREE THAT USE OF THE SITE IS AT YOUR SOLE RISK. IN NO EVENT WILL MY LIFE MY HEALTH, ITS DIRECTORS, OFFICERS, EMPLOYEES AND REPRESENTATIVES, THIRD-PARTY CONTENT PROVIDERS OR THE LIKE WARRANT THAT THE SITE WILL BE UNINTERRUPTED OR ERROR-FREE. IN ADDITION, MY LIFE MY HEALTH, DO NOT MAKE ANY WARRANTY AS TO THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF THE SITE, OR USE OF THE INFORMATION, CONTENT, SERVICE, OR PRODUCTS PROVIDED THROUGH THE SITE.
FURTHER, MY LIFE MY HEALTH EXPLICITLY DISCLAIMS ANY RESPONSIBILITY FOR THE ACCURACY, CONTENT, OR AVAILABILITY OF INFORMATION FOUND ON SITES THAT LINK TO OR FROM THE SITE FROM THIRD PARTIES. WE CANNOT BE HELD RESPONSIBLE FOR THE ACCURACY, COPYRIGHT COMPLIANCE, LEGALITY, OR DECENCY OF MATERIAL CONTAINED IN THIRD-PARTY SITES, AND YOU HEREBY IRREVOCABLY WAIVE ANY CLAIM AGAINST US WITH RESPECT TO SUCH SITES.
UNDER NO CIRCUMSTANCES SHALL WE OR ANY OTHER PARTY INVOLVED IN CREATING, PRODUCING, OR DISTRIBUTING THE SITE BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES FOR LOSS OF PROFITS, GOOD WILL, USE, DATA OR OTHER INTANGIBLE LOSSES (EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES) THAT RESULT FROM (i) THE USE OF OR INABILITY TO USE THE SITE, (ii) THE COST OF PROCUREMENT OF SUBSTITUTE GOODS AND SERVICES RESULTING FROM ANY DATA, INFORMATION OR SERVICES PURCHASED OR OBTAINED OR MESSAGES RECEIVED OR TRANSACTIONS ENTERED INTO THROUGH OR FROM THE SITE; (iii) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR REGISTRATION INFORMATION, TRANSMISSIONS OR DATA; (iv) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON THE SITE; (v) NEGLIGENT OR WILFUL ACTS OF MY LIFE MY HEALTH, ITS DIRECTORS, OFFICERS, EMPLOYEES AND REPRESENTATIVES OR (vi) ANY OTHER MATTER RELATING TO THE SITE.
PLACING ORDERS THROUGH THE SITE
You may order Products by selecting and submitting your order through the Site in accordance with these terms and conditions.
Any order placed through this site for product/s, is an offer by you to purchase the product/s for the price notified (including delivery, taxes and any other charges) at the time you complete the order. The Pharmacy may ask you to provide additional details or to confirm your details to enable us to process any orders placed through the site. We have the right to amend your order if you do not provide adequate confirmation and/or such details. This includes but is not limited to:
- An original copy of your prescription if it is not held by the Pharmacy, for prescription products purchased on the website.
- Confirmation of other medications you may be taking or allergies you may have.
- Any other personal information required to fulfil a prescription.
You agree to provide us with current, complete, and accurate details when asked to do so. Unless otherwise indicated on the Site, we reserve the right to limit the purchase of Pharmacist Only and Pharmacy Only Products. There are limits to the quantity you may purchase for products, and we reserve the right to limit such quantities for each sale. If you wish to place an order that differs from our ordering requirements, then you will need to contact the Pharmacy during business hours. If we agree to an order that differs from our usual requirements, then you agree that the delivery time may be longer than our usual delivery times for standard orders. In this regard, we recommend that you allow at least 3-5 days between ordering and delivery, or such other time that we notify you of at the time we accept your order.
MY MLMH ORDERING PORTAL
Orders are uploaded via My MLMH Ordering Portal, where the patient fills in all the required information and uploads the prescription or eScript along with any additional notes. The Pharmacy will acknowledge the order by return email and will contact you within 24-48 hours with your invoice for payment. Once payment has been completed, then your order will be dispensed within 24 hours and you will receive notification that your completed order is ready for instore pickup, drive thru or post. The turnaround times given may be shorter or longer depending on the dispensary load in the Pharmacy. You will be notified if your order will take longer than 2 business days to complete.
Please note that orders that do not have full payment will not be processed.
ACCEPTANCE OR REJECTION OF AN ORDER
My Life My Health Pharmacy (The Pharmacy) reserves the right to accept or reject your order for any reason, including if the requested product is not available, if there is an error in the price or the product description posted on the Site or in your order. Each order placed for products through the Site that the Pharmacy accepts results in a separate binding agreement between you and The Pharmacy for the supply of those Products. For each order accepted by us, we will supply the products in that order to you in accordance with these terms and conditions.
If we reject an order placed through the Site, then we will endeavour to notify you of that rejection at the time you place the order or within a reasonable time after you submit your order.
CANCELLING AN ORDER
We may cancel any part of an order (including any orders that we have accepted) without any liability to you for that cancellation at any time for the following reasons:
– the requested product/s in the order are not available
– there is an error in the pricing
– the order placed is in breach of these terms and conditions
If your order is cancelled, then we will endeavour to provide you with reasonable notice of the cancellation.
Unless you contact us and cancel your order first, if you do not provide the original hard copy valid prescription with your doctor’s original signature (a photo, scan or emailed copy is not sufficient) from an Australian doctor within 14 days, your order will be automatically cancelled, and you will be charged a cancellation fee ($20.)
You agree that we are entitled to decline or cancel any order for any reason we see fit. Some additional examples may be:
- The product you have ordered is temperature sensitive and must be kept chilled. Due to your location, weather events, public holidays etc, it is considered not practical to be shipped to you in an appropriate manner.
- It is considered that your order is not in accordance with the law, good pharmacy or veterinary practice or good business principles.
Please note, your credit card is charged before dispensing your order. If your order is cancelled, we will notify you and refund your payment. If you are in breach of the terms and conditions and subject to a cancellation fee, this will be deducted from the total refund amount. We are not obliged to give you any reason why we’ve declined to fill any order.
FEES AND CHARGES
We will charge you, and you agree to pay, the following fees and charges in relation to an order that we accept (as applicable):
(a) the purchase price of each Product that is ordered
(b) the postage fee provided to you at the time of billing (“Postage Fee” $15 up to 500g for compounded and retail products $20 for Medicinal Cannabis up to 500g); and
(c) any other fees and charges set out in these terms and conditions. All fees and charges identified in these terms and conditions and all prices for the Products include GST where applicable.
Prices for Products change from time to time, and we do not provide any notice of these changes. Subject to these terms and conditions, once we have accepted your order, we will not change any prices that apply to the Products in that order until it has been accepted and confirmed by The Pharmacy.
If a Product that you have ordered is not available and we have not provided you with a substitute we will provide you with a refund back within 3-5 business days to your card of purchase to the value of the Products that were not supplied to you. No card fees will be refunded. All payments made by you must be without deduction, set-off or counterclaim.
We accept payment through Visa or MasterCard and Amex via phone payment. You authorise us to debit the amount that is payable for an accepted order to pay for the fees and charges. Card fees are applicable, and we can email you a current card fee list if requested, as they change from time to time without notice.
If we are unable to successfully process your payment for your order that is accepted by us, then we may notify you of dishonour and cancel your order. We will provide you with a receipt at time of delivery/pickup which specifies the total fees and charges for the Products in the order.
You must not pay, or attempt to pay, for products through any fraudulent or unlawful means. Prices are subject to change without notice. All prices and other dollar amounts are in Australian dollars.
SHIPPING AND HANDLING
Orders can only be delivered to an Australian postal address via Australia Post Express Post Service and can be tracked via Australia Post Website. Shipping confirmation for the order will be sent to you via text/email and the tracking of your order with Australia Post is your responsibility. Once a delivery leaves the My Life My Health premises we have no control over the length of time, temperature etc of your parcel. My Life My Health is not affiliated with Australia Post or any courier companies and cannot be held accountable or take responsibility for orders that are lost, late or damaged. Any claims are to be made in writing to Australia post.
It is your responsibility as the patient/customer to ensure that you provide the correct shipping address to My Life My Health.
Please note, that orders generally take longer to deliver during high demand seasons such as Christmas/New Year.
INTERNATIONAL DESTINATION RESTRICTIONS
We only post to Australian postal addresses. Orders cannot be shipped to an international address.
MISSING ITEMS IN DELIVERY
If you are missing items from your delivery, you should contact the Pharmacy during contact hours within 24 hours of the delivery time (excluding weekends and public holidays.) We will take the necessary steps to verify and confirm any such missing items.
Once we are reasonably satisfied that the item was not delivered to you, then we will (at your option): (i) provide you with a credit within 3-5 business days for the Products that were charged but not delivered to you; or (ii) arrange for a re-delivery of the missing item at an agreed time; or (iii) arrange for you to pick up the missing item in store at an agreed time. For prescription items we will require a police report and police report number in order to continue with a replacement.
We will arrange to replace or refund orders which arrive damaged or incomplete, where the product is not what you ordered or is not fit for use or otherwise in accordance with the Australian Consumer Law. However, you agree that you are not entitled to a refund or exchange simply because you ordered the wrong product, you changed your mind or because you no longer require the product.
You understand and agree that the sale occurs upon your order leaving the dispensing pharmacy and title to the goods pass to you at that time. You are the legal owner of the products, are responsible for those products and the products are at your risk from that time. All orders are your responsibility once delivered to your address (whether or not someone is home to accept collection). If you have given us or the delivery company (such as Australia Post) “authority to leave” you are confirming that it is safe to leave the item at your premises if no one is home, and we cannot accept any responsibility for loss, theft or damage once delivered.) Please note under Australia Post rules effective from 2 April 2017, you will be deemed to have given “authority to leave” if the post office staff member believes it is safe to do so unless you expressly opt out. If you do not want the parcel left if no one is available to sign for it, please write “DO NOT LEAVE WITHOUT SIGNATURE” in the notes area of your order.
MEDICINAL CANNABIS (MC)
**Please understand that due to the nature of Medicinal cannabis, that a batch can change in presentation, appearance, smell, taste, colour etc and this is not the responsibility of My Life My Health. **
All buy in orders for MC must be paid for in advance of ordering.
SUBSTITUTION FEES ON TGA MC CATEGORIES
$10 per script for Pharmacist consult time of up to 5 mins. (Thereafter pharmacist time is billed at $10 per 5 mins). We are unable to provide a product list.
If you cancel an order a $20 restocking fee applies. Products ordered in just for you cannot be cancelled and must be paid for in full even if they are not dispensed to you.
We only dispense valid prescriptions. If your eScript does not work, it is your responsibility to follow this up with your prescribing Doctor. There may be a software issue as ePrescribing is still new & sometimes it is easier to contact your doctor for a new script all together. Please note changing the quantity and repeats may create problems between pharmacies’ software. A $10 pharmacist fee is charged if you require us to look further into why your eScript is not working. Allow 3 working day turn around to help solve the issue however we cannot guarantee the issue will be resolved by us.
INTERVALS BETWEEN REPEATS
If your repeat interval specified on the prescription has not elapsed, we cannot dispense your product. You must contact your doctor to have your interval adjusted. If your doctor has issued a maximum amount of product per month, we cannot exceed this and require your doctor to contact us to issue more.
CHANGING AN ORDER
When you make changes, this disrupts the flow of your order, and it may cause delays in processing. You may be charged additional fees if applicable.
Example: you originally ordered 2 bottles, then call back after your order has been dispensed to order one more bottle. Your additional bottle will be dispensed at the ‘one bottle pricing’ and not at the ‘three bottle pricing.’ OR, if you call the reduce your order, then the ‘three bottle pricing’ will reduce to the ‘two bottle/one bottle pricing’. Discounts are only given at the time of dispensing the complete quantity.
RETURNS, COMPLAINTS AND REFUNDS
Once a medicine has left the premises it can no longer be returned for refund or exchange. If you are unhappy with your product, you must submit a written complaint (phone complaints are not accepted) including:
– product name & batch numbers
– detail of the issue
Please note any negative effects MUST be accompanied by a letter from your doctor.
You MUST return unused product to the pharmacy as the company will require this to determine if a refund is suitable. Postal charges are payable by the patient to return the unused product to the wholesaler for investigation for possible refund or part refund. The Wholesaler may require you to fill in their return/complaint paperwork. If a refund has been offered by the wholesaler the amount will be paid, minus the pharmacy dispense fee. Other pharmacist fees & any other postage fees may be payable. Please allow up to 7-21 business Days for a resolution. My Life My Health does not give Medicinal Cannabis refunds without the findings handed down from wholesaler investigational report.
THE PHARMACIST’S DECISION IS FINAL
We will not tolerate abusive behaviour toward staff. A warning will be issued, and a repeat offender will be declined dispensing.
RETURNS AND REFUND POLICY
Medication cannot be returned for credit or refund, except when it is a condition of a consumer-level medication recall. Strict legislative controls are in place to regulate the manufacture and storage of medicines in the manufacturer, wholesaler and pharmacy environments. Once medication has left the pharmacy, the storage conditions of the medication cannot be guaranteed, and it is possible the product could be tampered with. Therefore, we cannot accept return of any dispensed pharmaceutical products.
Prepayment is required before your product will be compounded. Your compounded product cannot be cancelled once your product has been made. We guarantee the quality of our Compounded Medications. As our Compounded items are made especially for you, we will replace any item that is faulty from a compounded standard. However, if the product has been stored inadequately after receipt, is temperature sensitive, tampered with or not followed per directions then My Life My Health has the right to not replace the item/s.
PRACTITIONER AND NON-PRESCRIPTION ITEMS
Payment is required for all orders, including non-stocked items that have to be specially ordered in. If you wish to cancel a special order, then a restocking fee of $20 is payable and/or will be deducted from your refund.
My Life My Health will provide a refund to a customer when required by the Australian Consumer Law. If a refund is required, then we will process return funds to you in the same means as the purchase was made (e.g., credit card refund for a credit card purchase).
All product complaints can be directed to the Pharmacy. Please send an email to firstname.lastname@example.org with your name, order details, contact details and a detailed description of your problem with photos if possible. A member of the team will evaluate your request as soon as possible and provide instructions to return the item/s and organise replacement if possible.
If you wish to provide feedback, compliments or complaints you can contact the Pharmacy Owner, Des Harp using the following details:
Street address: 157 Wickham Tce Brisbane Qld 4000
Postal address: PO Box 10233, Brisbane QLD 4000
Telephone: 07 3832 2888