Patient Returns & Refund Policy

At National Custom Compounding (NCC), all medicines are individually compounded by our pharmacy team specifically for each patient in accordance with a valid prescription or practitioner instruction. 

Because these medicines are custom prepared and cannot be safely re-dispensed, returns and refunds are strictly limited in accordance with pharmacy regulations and patient safety requirements. 

Non-Returnable Items 

Once compounded medicines have been dispensed, we are unable to accept returns or provide refunds in the following circumstances: 

  • Change of mind after the order has been confirmed and paid. 
  • Incorrect information provided at the time of ordering, including delivery address or patient details. 
  • Incorrect product ordered, including incorrect strength, ingredient, dosage form, or product selection. 
  • Failure to follow storage instructions, including refrigeration requirements where applicable. 
  • Products that have left the pharmacy premises, including items opened or handled by the patient. 
  • Delay in delivery due to courier services once the parcel has left the pharmacy, except where the parcel is confirmed lost in transit. 
  • Products ordered in advance for travel or future use where circumstances later change. 

Due to strict pharmacy regulations, compounded medicines cannot be returned to stock or reused once dispensed. 

Replacement Policy 

NCC may offer a replacement product (at no additional cost) in the following situations: 

  • Confirmed loss in transit by the courier service. 
  • Damage during shipping, where photographic evidence is provided within 48 hours of delivery. 
  • Packaging malfunction, such as faulty spray pumps, droppers, syringes, or applicators. 
  • Manufacturing or compounding defect, as determined by an NCC pharmacist. 

In these cases, NCC will arrange for a replacement product to be compounded and dispatched as soon as possible. 

Refund Policy 

Refunds may be considered in limited circumstances where: 

  • A prescribing doctor alters or cancels the treatment plan immediately after dispensing, and 
  • The NCC pharmacist has confirmed the change directly with the prescriber. 

In these situations, the pharmacist may determine whether: 

  • a partial refund, 
  • a credit, or 
  • a replacement formulation 

is the most appropriate outcome. 

Temperature-Sensitive Medicines 

Many NCC medicines require temperature-controlled storage. 

NCC cannot replace or refund medicines that have deteriorated due to: 

  • Failure to refrigerate when required 
  • Exposure to excessive heat or sunlight 
  • Delays in collection after delivery 

Patients should bring temperature-sensitive medicines inside immediately upon delivery. 

Reporting an Issue 

If you believe there is a problem with your medicine, please contact NCC as soon as possible so our pharmacists can investigate. 

Phone: 1300 731 755, Email: [email protected] or Website: www.customcompounding.com.au 

When contacting us, please include: 

  • Patient name 
  • Order number (if available) 
  • Description of the issue 
  • Photographs if the product was damaged 

Pharmacist Review 

All return, refund, or replacement requests are reviewed by an NCC pharmacist on a case-by-case basis to ensure patient safety and regulatory compliance. 

Version 1.3, Date modified Thursday, 12 March 2026