Returns Policy

Purpose

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.

Scope

This policy applies to all Montu-branded products sold on the Leafio platform.

Non Montu-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.

Responsibilities

Leafio

• Is responsible for responding to product complaints in a fair and reasonable manner, providing remedial action (replacing products, issuing refunds etc) in accordance with this policy.
• Is responsible for liaising with the dispensing Pharmacy, not the Patient

Dispensing Pharmacy

• Will receive the initial product complaint from a patient.
• Is responsible for providing initial follow up actions in accordance with this procedure (eg. inform Leafio utilising the prescribed email template, receiving the product from the patient, destruction of the product, or returning the product to Leafio for further investigation and follow-up if requested).

Patient

• The Patient is responsible for bringing their concern(s) regarding the product to the attention of the dispensing pharmacist.
• The Patient must return the product (in its original packaging) to the dispensing pharmacy.

Returns Policy

Replacements or credits will not be issued if a patient simply changed their mind, found the product cheaper somewhere else, or decided they did not like the product. Returns will not be accepted for pharmacy change of mind or ordering excess stock, except in the following scenario:

If an incorrect product is ordered by a pharmacy, a return will be accepted with the following conditions:

• The return must be requested within 7 days of receiving the order
• The product must be returned in original condition
• The cost and arrangement of the return by tracked mail/courier must be organised by the pharmacy
  

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.

In all other instances (eg. where packaging has been damaged or there is a minor quality issue), 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:

• The type of product
• How a patient is likely to use the product
• The length of time the product could reasonably be used
• The amount of use the product could reasonably be expected to tolerate before the problem or fault became apparent
  

Product Expiry dates

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 those listed in the above clause. It is expected that the product will be dispensed to, and consumed by the patient within this period.

Extension letters are available in the Leafio portal.

Products advertised as short dated or as soon to be discontinued will not be accepted as returns.

Incorrect supply

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.

Returns Process

1. Patient attends Dispensing Pharmacy with a concern regarding a dispensed product.
2. Dispensing Pharmacy obtains relevant information from patient (see point 3 below) and product in its original packaging for raising with Leafio.
3. Dispensing Pharmacy to send Leafio an email to info@leafio.com.au with the following details:
   

• Purchasing Pharmacy:
• Purchase Date:
• Order reference:
• Patient name:
• Dispensing date:
• A short summary of the complaint:
• Photos of the product/cartridge & flower buds, if applicable:
• The products batch/lot number and expiry/packing date:
• The products weight excluding any freshness sachets:

4. Leafio will conduct an investigation and provide a resolution to the Dispensing Pharmacy within 5 working days.

5. Dispensing Pharmacy destroys product, or returns product to Leafio, in accordance with provided instructions.