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Returns and replacement policy

Canview is a facilitation agent for Burleigh Heads Cannabis. 

We are committed to 100% customer satisfaction. If you need to return a product under any of the reasons listed below, or if there is an issue with your product, we aim to quickly correct the problem and credit the amount you paid.

We encourage you to call our customer support team before returning a product that is open, damaged, or faulty so we can provide you with the best service.

We have listed our different categories of returns, as well as the requirements and steps below to make the process as easy as possible.

 

SECTION ONE: RETURN / CREDIT REQUEST STEPS

SECTION TWO: REQUIREMENTS FOR ALL RETURNS

SECTION THREE: RETURN CATEGORY POLICIES

 

SECTION ONE: RETURN / CREDIT STEPS

To submit a request for a return and credit:

  1. Click the ‘Wholesale Orders’ section to view your ‘Completed orders’.
  2. Your order must be Complete in order to return the product. See here for more information about submitting GRAs to complete your order
  3. Find the order you want to return products from. You can search by Order number or TGA approval number to help quickly find the order you want.
  4. Click on the Order number.
  5. Click on the 3 grey dots next to the product you want to return, and then click ‘Return Product’.
  6. Fill in the form, ensuring it meets our return policy requirements.
  7. Click ‘Submit Return.
  8. The Canview Support Team will review your request and contact you via email with further instructions.
  9. Compensation for your claim could be arranged in two ways:
    1. A credit – will be applied to your account which will show on your next statement.
    2. A return of the product – credit will be applied upon receipt of the returned product(s) from the original order. Any replacement orders are placed separately.
  10. For damaged and/or faulty products, there may be instances where a return of the product may not be applicable, and the product can be destroyed in line with your state regulations.

 

SECTION TWO: REQUIREMENTS FOR ALL RETURNS

All product returns will need to meet these requirements to qualify for a return. Burleigh Heads Cannabis Pty Ltd reserves the right to deny a return or credit request if these requirements are not or cannot be met:

  • Be submitted through the online form with all required fields filled out.
  • Be sent back on the exact authorisation number (MB / MAP) that they were supplied on.
  • Match the same product name, quantity, batch number, and expiry as what was supplied on the original order and as shown on the returns form.
    • NOTE: Undeclared product or product not approved by our Customer Support Team, cannot be sent back to the pharmacy, and will be destroyed by Burleigh Heads Cannabis Pty Ltd at your cost.
  • Have sufficient protective packaging to avoid damage in transit.
  • Include print out of the approval notification of your return.
    • NOTE: Not including the approval notification print out will cause delays in processing your return.

 

SECTION THREE: RETURN CATEGORY POLICIES

Standard Returns Policy

Standard Returns can include:

  • Product/s that are no longer required by the patient.
  • Incorrect product ordered by you.

The following conditions must be met for a standard return. If these conditions are not met, returned products are considered unsaleable. Products cannot be sent back to the pharmacy and will be destroyed by Burleigh Heads Cannabis Pty Ltd at your cost.

  • The product return form must be submitted within 45 days from the date of receipt of the Product.
  • The product must be shipped within 14 days of approval notification. After 14 days, your return will be cancelled, and any product sent on this return will not be refunded.
  • The product must not have been dispensed to the patient.
  • The Returned product must be returned via registered mail/courier with tracking (paid by you as the customer).
  • The Product must be in the original unopened packaging including all labels, unused condition with no signs of dispensing labels, stickers, or remaining adhesive residue.
  • The Product must have more than 6 weeks (42 days) shelf life remaining at the time of receipt by Burleigh Heads Cannabis Pty Ltd.
    • NOTE: This excludes short expiry product that has been agreed to supply upon ordering by the pharmacy.

 

Damaged or Faulty Returns Policy

Damaged or Faulty Returns may include:

  • Leaking
  • Opened
  • Broken seal
  • Broken lid or dropper
  • Faulty device
  • Validated product quality issue.
  • The product return form must be submitted within:
    • 45 days of receipt of the product.

Burleigh Heads Cannabis Pty Ltd has determined that this is a reasonable timeframe to identify whether a product has been delivered to you in a damaged/faulty condition and will not be able to accept returns older than this.

Burleigh Heads Cannabis Pty Ltd will arrange compensation of return shipping costs for returns in this category.

 

Items Sent to you in Error

If you received an order that does not belong to you or was meant to be sent to another pharmacy, please contact the Customer Support Team to arrange the return and credit of the order.

 

Escalated Product Quality issue

If a product quality issue needs to be investigated by Burleigh Heads Cannabis Pty Ltd or the manufacturer/supplier, it is escalated for further investigation.

The product must be at the dispensing pharmacy prior to submitting the return form. The product will need to be sent back to us within 7 days from when the return has been escalated.

Once investigated at our Distribution Centre, all products (approved or declined) will be destroyed and are unable to be returned to the pharmacy.

 

Short Expiry Product Return Policy

Due to the nature of cannabis products the expiry date per batch and product need to be taken into consideration when ordering and dispensing to patients. All products on the Canview Platform have the expiry date listed within the product catalogue.

Any product with expiry within 56 days (8 weeks) are not supplied without prior agreement by the pharmacy. By agreeing to and proceeding with the order, you are accepting that both you and the patient understand and accept delivery of the short expiring product.

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Burleigh Heads Cannabis Pty Ltd may elect to return the product to the manufacturer to determine the nature of the problem. Burleigh Heads Cannabis Pty Ltd reserves the right not to offer an exchange or refund where the item fault is a result of misuse or neglect.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. We reserve the right to assess the condition and age of returned products prior to providing an exchange or refund. This may result in an exchange or refund being refused. Burleigh Heads Cannabis Pty Ltd also reserves the right to refuse returns or offer an exchange or refund to anyone where Burleigh Heads Cannabis Pty Ltd, in its sole discretion, suspects of abusing its return policy. Please note that we inspect the item(s) and if a product has been used or handled in a way which has diminished its value, we may also reduce the value of the refund to reflect the reduction in the value of the merchandise.

Additional or different terms and conditions may apply in relation to the returns of products that are being recalled by Burleigh Heads Cannabis Pty Ltd, its affiliates, or suppliers for quality and/or safety reasons.