phone 1300 217 386

phone 1300 217 387

Terms & Conditions - Returns & Refunds - Delivery Policy

The following terms and condition apply when using the service provided by Nexgen Pharma.


  1. Pricing information is only supplied to licensed practitioner or individuals acting under the instruction of a licensed practitioner
  2. All transaction are conducted in australian dollars and all prices are quoted are provided ex-gst.
  3. Postage and shipping is additional.
  4. Price information are subject to change without notice.
  5. Any documentation supplied by Nexgen Pharma is educational and informative and for the use of licensed practitioners and must not be recirculated.  It is the property of the practitioner to which it has been supplied.  If you are not a licensed practitioner you must immediately destroy that document.
  6. Any information provided containing information about pharmaceutical extemporaneous combinations is not intended comprehensive guides outlining all the available combinations provided by the extemporaneous compounding service offered by NexGen Pharma.  The selection of ingredients, dosing, and instructions for use remain the sole discretion and responsibility of the prescribing practitioner.
  7. Any combinations of extemporaneous products and pharmaceutical ingredients are provided for informative purposes outlining the regularly requested combinations.  They are not veterinary chemicals products or active constituents for the purpose of the AGRICULTURAL AND VETERINARY CHEMICALS CODE ACT 1994 (Cth). Nor are they products for the purpose of the THERAPEUTIC GOODS ACT 1989 (Cth) Any combinations of pharmaceutical ingredients or extemporaneous pharmaceutical products are only prepared by or under the supervision of a pharmacist following receipt of a valid instruction or prescription from a duly registered  practitioner.
  8. The information contained on the this website is only intended as an informative guides.  Where it provides costing it is outlining the costs associated to combine pharmaceutical ingredients to produce an extemporaneous product suitable for use in the species to which is applies.
  9. Where finished presentations are provided they are INFORMATIVE ONLY.  It does not refer to any individual particular chemical product or particular  active constituents.  Similarly, it does not propose, or give notice of an intention to make use any active constituents or prepare any pharmaceutical products, or veterinary chemicals products without suitable authority from the Australian Pesticides and Veterinary Medicines Authority (APVMA) and Therapeutic Goods Administration (TGA).
  10. NexGen only supplies medications on a valid prescription or written order issued under the NSW Poisons and Therapeutic Goods Act 1966 and NSW Poisons and Therapeutic Goods Regulation 2008  .  This advertisement constitutes an invitation to treat.  It does not constitute an offer to sell or otherwise supply any medication.  Any offer to purchase the listed medication will not be entertained unless accompanied by a compliant prescription.  Although acting under instructions of a practitioner for the preparation of extemporaneous products, NexGen may accept and reject any such offer to supply and sell with absolute discretion.
  11. Nexgen Pharma may ask for certain information about you or your animals or patients including information relevant to payment or personal health conditions.  We also may retain that information for our purposes to assist in providing you with the service offered by Nexgen Pharma.  Where this is done it is done in compliance with our obligations under the National Privacy Principles and in our capacity as specialised expert health care professionals.
  12. We do not sell, share, or rent your information to third parties.  When using the service offered by Nexgen Pharma, you consent to the sharing of information with qualified health care professionals purely in the course of their profession and for the purpose of providing you with products which are: safe; effective; and suitable.
  13. When purchasing from Nexgen Pharma the card details are transmitted through a secure server using eway.  Card data is not hosted by Nexgen Pharma after processing.  Card date is not retained by Nexgen Pharma.


Establishing an Account

  1. It is a condition of using the online portal that a clinic will establish a primary account to which general access is available.
  2. Individual Practitioners account will be provided and secured by an individual email and password to which the veterinarian will retain and keep confidential
  3. The individual practitioners as a condition of using the portal they are the only individuals with access and control to that account.
  4. In the case of single practitioner clinics, the practitioner will establish a practitioner only account and control all ordering and prescribing through the account.
  5. The practitioner or the clinic should notify the business immediately in the event of a security breech.

User Information and currency of account information

  1. The company agrees that all information used for the purpose of accessing and administering an account will be retained confidentially by the company 
  2. It will not be used for any purpose other than accessing the account.
  3. The user warrants the accuracy of the information that it provides the company
  4. It is the responsible of the clinic to maintain the currency of users from which orders can be issued and maintained.

Use of an electronic signature

  1. The user warrants and confirms it agrees to abide by all laws and regulations and specifically comply with the NSW Poisons and Therapeutic Goods Regulation 2008 and NSW Poisons and Therapeutic Goods Act 1966.
  2. The user agrees too execute all documents sent to the practitioners account to validate and confirm the order
  3. The user agrees that they will retain a copy of the prescription entered and connected with the client account in accordance with all duties and responsibilites of veterinarians



A confirmation email showing that we have received your order will automatically be sent to you once you have proceeded through to the end of the check out. Once accepted your order will be dispatched by the next Business Day subject too capacity to complete the order and availability of stock

Timing of Delivery:

Estimated delivery time within Australia is approximately 2 to 10 days from the date your payment is received. The estimated delivery times are in business days (Monday through Friday excluding Public holidays in NSW). Estimated times are to be used as a guide only depending on your location and the availability of stock. Whilst we endeavour to fulfil all orders, please note some items, packaging or devices may not be available at time of dispatch. Your credit card will be refunded for items not available at time of dispatch. If your Product has not arrived after the estimated delivery time, please contact Customer Service on our advertised call numbers.

Cancellation or change

It may be possible for you to cancel or change your order if your order has not started the production process in our laboratory. Please contact one of our Customer Service Representatives on (1300 217 386) or email us and if cancellation or change remains possible, they will assist you.

Shipping Method:

Please note we only ship orders to Australian Postal addresses.  Unless otherwise agreed by us, we will deliver your Products to the Australian address indicated on your Order Confirmation. We dispatch all orders using the Toll Priority. If no-one is available to take delivery of your Products, our carrier will leave a card so you can arrange pick-up.  If no-one is in attendance and the courier charges a re-delivery fee we reserve the right to pass this fee on at our discretion.  We will use our reasonable efforts to deliver your Products to you within the estimated delivery time; however, we do not guarantee that we will deliver within this time frame. Title and risk of loss to all Products will pass to you on delivery.

If you have specified a recipient who is not you, for delivery purposes, then you accept that evidence of a signature by a person who identifies themselves as that person at that delivery address, is evidence of delivery to you and fulfilment by us of our responsibility.

Please Note: products cannot be delivered to a PO Box, only to a street address when using Toll Couriers. Aus Post will be used when posting to a PO Box within Australia.

Shipping Charges:

All purchases for delivery in Australia will be charged as on the basis of the available packaging options provided by Toll Australia. We may at our discretion offer limited time Free Shipping promotions from time to time based on the internal decision processes of NexGen Pharma.

Order Tracking

After your order has been dispatched a confirmation email will be sent to the email address you provided, with a tracking number. You can track the shipping status of your order using the website of the provider specified in the email.

Consumer Guarantees

Consumer guarantees apply under the Australian Consumer Law. Nothing in these T&C’s excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au. If a Product has a minor defect, we may provide a repair or offer you a replacement or a refund at our discretion. If a Product has a major defect, you are entitled, within a reasonable time after delivery, to:

  • reject the goods and receive a refund
  • reject the goods and receive an identical replacement, or one of similar value if reasonably available to us, or
  • keep the goods and receive compensation for the drop-in value caused by the problem.

If the Products arrive damaged or inoperable a claim must be made by either calling our Toll-Free Number 1300 317 286 within 48 hours (or 2 calendar business days).  In this circumstance we reserve the right to opt to replace the product or provide a credit to be used against future purchases.  Refunds will only be provided with the approval of the Pharmacist-In-Charge or senior management.

Where we agree that a Product is defective and needs to be replaced or repaired return shipping will be arranged at our expense. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.

Replacement Products and the RE-GEN programme

Where we agree to replace a Product under our normal trade terms:

  • A replacement for the Product that you ordered will be shipped to you at your expense after we have received your returned Product (does not apply to change of mind).
  • The delivery time for the replacement Product will be the same as stated for the original Product.
  • Consumer Guarantees under the Australian Consumer Law but no additional guarantees apply to all replacement products.

Where we agree to replace a Product prepared by ourselves or by another pharmacy under the Re-Gen programme:

  • The order will require accompaniment of a valid instruction for supply in an emergency issued in accordance with the NSW Poisons and Therapeutic Goods Regulations
  • The order will need to be for use in an emergency only.  Prescriptions for natural clients will not be accepted
  • The order will need to be placed separately from any standard products
  • The order will need to be for products regularly promoted for sale by NexGen Pharma.  No orders containing actives pharmaceutical products, or presentations not normally supplied in the normal course of business will be honoured under the programme.
  • A replacement product will be supplied to you where it is received within 7 days of the labelled expiry date.
  • This offer does not apply to sterile products or products carrying an expiry date of less than or equal to 30 days.
  • This offer does not apply to products containing actives or supplied in forms and presentations that NexGen Pharma does not regularly prepare in the normal course of business.
  • A replacement for the Product that you ordered will be shipped to you at your expense after we have received your returned Product (does not apply to change of mind).
  • The product will be replaced only after receipt of a valid prescription authorising its preparation
  • The quantity of replacement will be the sole discretion of the Pharmacist-In-Charge and be supplied in accordance with professional guidelines as they apply to Quality Use of Medicines.  It will NOT exceed the quantity of remaining doses supplied too us or a month’s supply based on standard dosing recommendations for a single client (whichever is lesser)
  • Where we supply in advance of receiving the products the full retail amount will be charged to the account.  Once a  product has been received back, the retail value of the goods based on doses returned will be applied as a credit on the acccount.
  • The delivery time for the placement Product will NOT be the same as standard orders.  And, no discounts, refunds, or warranties as to delivery time or any other offers can be used in conjunction with the Re-Gen programme.
  • NexGen Pharma reserves the right to refuse to supply medication under the Re-Gen programme, where the quantity is deemed excessive by the Pharmacist-In-Charge or senior management.
  • Consumer Guarantees under the Australian Consumer Law but no additional guarantees apply to all replacement products.
  • Only a quantity equivalent to 30 days of doses for ONE patient will be supplied

Goods with Manufacturer’s warranty - Refund/Replacement policy

Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law, and our change of mind guarantee.

Return Authorisation Number - A Must Have

It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.

You will be notified by email once your return has been received and processed.

Unidentified returns may be returned to the sender; therefore, please ensure all details are clear and concise.

Returning a product if you change your mind - Online Orders Only

If, for any reason whatsoever, you are not satisfied with any Product delivered to you, return the Product within 14 datys of receipt. It must be as new and unused, with all tags and stickers still attached and with your original tax invoice (as proof of purchase) for a credit to your account to the value of the product.  REFUNDS will not be available. You are responsible for return postage to our warehouse and the original postage to your clinic. We recommend that Products are returned to us via courier or registered post to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a credit refused.

Palatability Guarantee

At NexGen Pharma we understand that your pets sometimes have different ideas about taste and nutrition to you. Therefore, if your dog or cat won’t eat their new food rest easy that NexGen Pharma is there to help you with our palatability guarantee. Under the palatability guarantee we offer a full replacement and free trial of different flavours with no cost until a compatible dosage form is discovered.

Under our palatability guarantee we will accept a return on your medication subject to the following conditions

  • The unused medication is returned in its original packaging
  • The medication contains at least 75% of the original contents;
  • The medication is returned with proof of purchase;
  • The medication is returned at the customer’s cost; and
  • The medication is returned within 30 days of dispensing

This offer is valid to only those products supplied in the normal course of business at NexGen Pharma.  This offer is not subject to redemption with any other guarantees: including delivery times and discounts.

Organising the Return of Products

To return any item for any reason you must arrange the return either:

  • by return postage through a traceable courier service; and
  • delivery back to NexGen Pharma head office.

 Returning to a NexGen Pharma: please contact Customer Service team to arrange a return to a store, provided that the return is not for a change of mind.

Toll Free: 1300 217 386

Email: info@nexgenpharma.com.au

Please retain your receipt as proof of purchase, as it must be presented when returning the goods.