The following terms and condition apply when using the service provided by Nexgen Pharma.
TERMS, CONDITIONS, SECURITY AND PRIVACY
DELIVERY & SHIPPING
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.
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.
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.
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 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:
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:
Where we agree to replace a Product prepared by ourselves or by another pharmacy under the Re-Gen programme:
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.
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
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:
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
Please retain your receipt as proof of purchase, as it must be presented when returning the goods.