RETURNS & REFUND POLICY
Last updated: 27 August 2026
Fern NRT is committed to supplying quality products and providing appropriate remedies where something goes wrong. Please read this Returns & Refund Policy before placing an order.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
1. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is faulty, damaged, defective or different from what you ordered, please contact us as soon as possible.
Where possible, please provide:
We may ask you to return the product so that the issue can be assessed.
Where a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.
Any timeframes stated in this policy for contacting us do not limit your rights under the Australian Consumer Law.
2. DEVICE WARRANTY
Where applicable, eligible devices may also be covered by a 90-day manufacturer's warranty from the date of delivery, subject to the manufacturer's warranty conditions.
The manufacturer's warranty is provided in addition to, and does not replace or limit, any rights you may have under the Australian Consumer Law.
Warranty coverage generally applies to manufacturing defects and faults arising during normal intended use. It does not generally cover damage resulting from misuse, accidental damage, improper handling, unauthorised modification or failure to use the device in accordance with its instructions.
We may request photographs, videos or return of the device to assist in assessing a warranty claim.
Where a warranty claim is accepted, Fern NRT will arrange the applicable remedy and cover reasonable shipping costs associated with sending a replacement product where appropriate.
3. RETURNS OF UNUSED DEVICES AND ACCESSORIES
Fern NRT accepts returns of eligible unused devices and accessories within 14 days of delivery, provided that:
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the product has not been used;
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the product remains in its original packaging;
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seals have not been broken or tampered with;
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the product and packaging are undamaged and in resaleable condition; and
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proof of purchase can be provided.
Unless the product is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, customers are responsible for the cost of returning the product to Fern NRT.
Original shipping charges are not refundable for change-of-mind returns.
Please contact us before returning a product so that we can provide return instructions.
4. THERAPEUTIC GOODS, E-LIQUIDS AND NICOTINE PRODUCTS
For health, safety, regulatory and quality-control reasons, dispensed medicines, nicotine vaping products, e-liquids and other dispensed therapeutic goods generally cannot be returned or exchanged once supplied, as appropriate storage and handling conditions cannot be verified after the product has left our control.
This restriction does not apply where you are entitled to a remedy under the Australian Consumer Law, including where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.
5. CHANGE OF MIND
Fern NRT does not offer refunds or exchanges for change of mind in relation to products that are excluded from return under this policy.
For eligible unused devices and accessories, a return may be accepted within the 14-day return period described above.
We do not provide refunds or price adjustments because a product is subsequently available at a lower price through Fern NRT or another retailer.
6. PRESCRIPTION AND DISPENSED PRODUCTS
Once a prescription product has been dispensed, we are generally unable to accept a return or exchange simply because you have changed your mind, no longer require the product or ordered incorrectly.
If there is a problem with a dispensed product, including where the wrong product was supplied or the product is faulty or damaged, please contact us promptly so that we can assess the circumstances.
Your rights under the Australian Consumer Law continue to apply.
7. ORDER CANCELLATIONS
If you wish to cancel an order, please contact Fern NRT as soon as possible.
We will attempt to cancel the order where it has not yet been processed, dispensed, packed or dispatched.
Once an order has been processed or a prescription product has been dispensed, cancellation may no longer be possible.
If we cancel an order because we are unable to supply the product, any amount paid for the unavailable product will be refunded.
8. REFUNDS
Where a refund is approved, it will generally be processed to the original payment method used for the purchase.
Processing times may vary depending on your bank or payment provider.
Where a return is due to an eligible fault, damage or incorrect supply, Fern NRT will cover reasonable return shipping costs where required.
9. CONTACT US
To request a return, report a problem or make a warranty claim, please contact:
Fern NRT
Email: hello@ferndispensary.com.au
Phone: +61 468 280 437
Address: 2/168 Brisbane Road, Booval QLD 4304, Australia
Please include your order number and details of the product and issue so we can assist you as quickly as possible.
