Important update: Please note that the current 7 day timeframe for returns has been reduced to a 3 day timeframe from 1 April 2025.
The purpose of this policy is to provide a clear pathway for the resolution of issues relating to Montu products supplied to dispensing pharmacies and their patients.
This policy applies to all Montu-branded products sold on the Leafio platform; including the brands Upstate, sundaze, Circle, Craft Botanics, Curo, Greena and Origin Compounding Labs.
All other branded products will follow the same returns process. However, investigations, decisions and timeframes fall outside the scope and rely on the returns policy of the product supplier
Leafio
Dispensing Pharmacy
Patient
Major issues
Where there is a major issue with the product (eg. where it is unsafe, or subject to a recall), Leafio will provide the dispensing Pharmacy with a credit of the purchase price. In these circumstances it is expected that the Dispensing Pharmacy will provide the affected patient(s) with a refund.
Minor issues
In all other instances (eg. where packaging has been damaged or there is a minor quality issue), After investigation, Leafio will issue a credit note to the Pharmacy account. The Pharmacy can order replacement of the same product.
All returns and credit requests are subject to the product being returned to the dispensing Pharmacy in original packaging. If the pharmacy label is missing or the product is not in its original packaging, this will void the complaint .
In instances where a credit or refund is approved, Leafio will advise if the product is to be destroyed by the pharmacy, or returned to Leafio for investigation.
All return and credit requests must be made within a reasonable timeframe post dispensing to the patient, impacted by factors such as:
Where no product issue exists
Replacements or credits will not be issued 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.
Returns will not be accepted for pharmacy change of mind, finding products cheaper elsewhere, or if a product becomes available at a promotional price, or for ordering excess stock.
If an incorrect product is ordered by a pharmacy, a return may be accepted with the following conditions:
Select brands are not accepted for returns unless there is a product issue, as instructed by the product supplier.
A re-stocking fee may apply to returns relating to incorrect products ordered.
Expiry dates are listed for all products within Leafio at the time of ordering.
Products will not be dispatched if they expire within 30 days, unless advertised as short dated stock.
Products received by a pharmacy 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. It is expected that the product will be dispensed to, and consumed by the patient within this period.
Products advertised as short dated or as soon to be discontinued will not be accepted as returns.
In the rare instance that an incorrect volume or product is received, Leafio will exchange and/or send correct volume as soon as practical once notified.
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