PLEASE NOTE: CanView Enquiries and Burleigh Heads Cannabis will be closed Friday 1st of July. Place urgent orders before 1pm (AEST) on Thursday 30th June.

BHC Returns & Replacement Policy

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 Customer Service before returning a product that is used 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. Use the online returns form located inside the order history tab of your account to search for an order
  2. Click on the Product Return Form tab at the top of the page and fill out all fields
  3. A Customer Support team member will review the return and get in touch to approve and provide shipping details or get further information
  4. Print the PDF Returns form that was sent by email to include in the return parcel
  5. Once approved, use the original or similar packaging to protect the product and drop at your local post office
  6. Depending on a credit or replacement:
    1. A credit – will be applied to your account which will show on your next statement
    2. A replacement – you will need to place a new order through the CanView Platform that will be sent out and invoiced at $0.00
  7. For damaged and/or faulty products, there are instances where we do not require them to be returned and can be destroyed by an approved means directly by you. We will notify you if we do not require the products to be returned.

SECTION TWO: REQUIREMENTS FOR ALL RETURNS

All product returns will need to meet these requirements to qualify for a return. BHC 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 sent on
  • Match the same product name, quantity, batch number, and expiry as what was ordered and submitted on returns form
  • Have sufficient protective packaging so as to not get damaged in transit
  • Have accompanying print out in the parcel being sent back of PDF returns form

SECTION THREE: RETURN CATEGORY POLICIES

Standard Returns Policy

The following conditions must be met for a standard return.

  • The product return form must be submitted within 45 days from the date of receipt of the Product;
  • The product must not have been dispensed to the patient;
  • The Returning product must be sent 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 residue
  • The Product must have more than 6 weeks shelf life remaining at the time of receipt by us.

Standard Returns can include:

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

Damaged or Faulty Returns Policy

  • The product return form must be submitted within:
    • 45 days of receipt of the product; or
    • 7 days from dispense date to a patient;

Whichever is the later.

BHC has determined that these are reasonable timeframes 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.

  • We will provide free return by registered mail/courier with tracking – We will send a Pre-paid envelope/ Return Labels and/ or postage cost credits will be provided for returns in this category

Damaged or Faulty Returns may include:

  • Leaking
  • Opened
  • Broken seal
  • Broken lid or dropper
  • Faulty device
  • Validated product quality issue

Items Damaged in Transit or Sent to you in Error

Although we package every order carefully to prevent damage in transit, occasionally an item will arrive damaged or defective. Often there is no need to return damaged or defective items

We also follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. Please call Customer Service so we can correct this problem immediately at our expense.

Product Quality issue

If a product quality issue has been raised with BHC CanView, it will be escalated for further investigating.
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 page, as well as give you as the customer a notification before adding to the cart if it is within 56 days (8 weeks).

By agreeing to the notification and proceeding with the order, you are accepting that both you and the patient to be dispensed the product understand and accept final delivery of the short expiring product.

BHC is not able to accept returns for any product unless damaged or faulty within 42 days (6 weeks) of a product expiry date when the customer has pre-accepted the expiry date.

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. BHC also reserves the right to refuse returns or offer an exchange or refund to anyone where BHC, 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 BHC, its affiliates, or suppliers for quality and/or safety reasons.

 

 

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