1. About these Terms
These Terms govern use of the Pharmacy Run website and services and orders placed with House Of Pharmacy Retail Services Pty Ltd ABN 58 682 591 546, trading as Pharmacy Run (“Pharmacy Run”, “we”, “us” or “our”). Our address is 3 Coal St, Silverwater 2128.
By using the website, creating an account or placing an order, you agree to these Terms. If you order for a patient or another recipient, you also confirm that you are authorised to act for them and provide their information.
These Terms operate with the Privacy Policy, Collection Notice, Cookies Statement, delivery information, product information and any promotion-specific terms. Nothing in these Terms excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law.
2. What Pharmacy Run provides
Pharmacy Run provides an online customer journey for eligible pharmacy products and services, including general products, selected medicines, prescriptions, pharmacist review and delivery.
An approved House of Pharmacy pharmacy or fulfilment location may prepare or supply an order, and an approved provider may deliver it. Pharmacy Run remains the central customer contact unless we tell you otherwise. The identity and contact details of the supplying pharmacy will be provided where required.
Pharmacy Run is not an emergency, diagnostic or substitute medical service. Website content is general. Ask a pharmacist or doctor for advice specific to you. Call 000 in an emergency.
3. Eligibility and accounts
You must be at least 18 years old to create an account or order. If you are under 18, additional age, consent and product restrictions may apply. You must provide accurate, current information and keep it updated.
Eligible general products may be purchased through guest checkout. A signed-in account is required for scheduled medicines, prescriptions and other services that require patient information, professional review or secure records.
You are responsible for protecting login credentials and eScript tokens and for activity through your account unless caused by our failure to use reasonable care. Tell us promptly if you suspect unauthorised access. We may require identity, age, patient, representative or authority verification.
4. Ordering for another person
If you order for another person, you confirm that:
- you have their authority or another lawful basis to act;
- the patient and delivery information is accurate;
- they are the person named on any prescription;
- you will provide relevant notices to them where practicable; and
- you will not interfere with their confidentiality, choice or pharmacist communication.
We may contact the patient, prescriber or authorised representative and ask for evidence of consent, identity, guardianship or authority.
5. Products and website information
We aim to present product descriptions, images, ingredients, warnings, pack sizes, prices and availability accurately. Packaging, colour and presentation may change. Always read the label and supplied information before use and follow professional advice.
Website availability is not a guarantee of stock or supply. Limits may apply by product, patient, account, household, order, zone or period. We may correct an obvious error before accepting an order and will give you the option to proceed on the corrected basis or cancel where appropriate.
6. Medicines and pharmacist review
Some medicines require patient questions, an account, purchase limits, identity checks, pharmacist review or a consultation. Answer accurately and keep your phone available. A pharmacist may request more information, impose an appropriate limit, decline supply, recommend another pathway or refer you to a health professional.
Adding a medicine to a basket, completing a questionnaire, making payment or receiving an automated message does not guarantee supply. The pharmacist’s professional decision takes priority over the requested order.
Schedule 8 controlled medicines are not available through the online Pharmacy Run service. Other products may be excluded or limited based on law, professional obligations, delivery suitability or Pharmacy Run’s approved scope.
7. Prescriptions and eScripts
Prescription supply requires a valid prescription and pharmacist review. You must submit an eScript only through the secure prescription journey or follow the instructions for an original paper prescription.
You must not alter, duplicate, misuse or submit a token or prescription without authority. Each eScript token ordinarily supports one dispensing. A repeat uses a new token issued after dispensing. We may validate a prescription through electronic prescription, pharmacy or prescriber systems and may contact the prescriber or patient as permitted.
Submitting a prescription does not oblige Pharmacy Run or a supplying pharmacy to dispense it. Reasons supply may not proceed include invalid, expired, cancelled, already-dispensed or unavailable prescriptions; professional concerns; product availability; delivery limits; inability to verify identity or information; and products outside the service scope.
8. Prices, fees and GST
Prices and delivery fees are shown in Australian dollars. GST is included where applicable. The final amount depends on the accepted items, current price, address, delivery option, concessions and valid promotions.
A price displayed online may differ from an in-store price because channels, promotions, fulfilment and service costs can differ. We will not change the price of an accepted item without your agreement, except to correct a clear error with an option to cancel.
9. Order receipt and acceptance
An automated receipt means we have received your request. It does not mean every item has been accepted for supply. Acceptance occurs when we confirm the item and order can proceed after relevant stock, payment, pharmacy, patient and delivery checks.
We may accept part of an order and cancel or refund another part. If this materially changes the delivery fee or value proposition, we will contact you or apply the checkout rule disclosed before purchase.
10. Stock and substitutions
Stock can change while an order is reviewed. We may remove an unavailable item and refund it. We will not make a material substitution without the consent, authority or professional process required for that type of product. Prescription brand substitution is governed by the prescription, law, pharmacist judgement and patient choice.
11. Delivery eligibility
Delivery options are calculated using the address, postcode, zone, fulfilment location, day, cut-off, capacity, package, product type, medicine schedule, temperature requirements, quantity and carrier rules. Only options displayed for the validated order are available.
Same-day and after-hours services are limited to selected areas and eligible orders. Standard or express parcel delivery is available only where legally, clinically and operationally supported. Refrigerated medicines require an eligible cold-chain pathway and are limited to selected Sydney metropolitan areas unless the website states otherwise.
12. Delivery estimates and changes
The timing displayed at checkout is our best current estimate, not an unconditional guarantee. Pharmacist contact, missing information, stock, payment, capacity, traffic, weather, access, carrier disruption and events outside reasonable control can affect it.
We will use reasonable care and provide an update if the plan materially changes. Consumer-law rights may apply where a service is not supplied within the agreed or a reasonable time.
13. Delivery address and recipient
You must provide a complete, accurate and accessible address, an eligible recipient and necessary delivery instructions. Do not put unnecessary health information in delivery notes. Keep your phone available.
The recipient may need to show identity or age evidence, provide a signature or satisfy a pharmacist-approved handover. A delivery to the authorised recipient, approved safe place or person at the nominated address may complete delivery in accordance with the option selected.
14. Safe place and unattended delivery
A safe-place option is available only where shown and accepted. By selecting it, you confirm the location is accessible, weather-protected and reasonably secure. Risk transfers only to the extent permitted by law and the disclosed delivery terms once delivery is correctly completed.
Prescription, restricted, refrigerated, identity-checked, high-risk or pharmacist-directed orders may not be left unattended. The driver or pharmacy can refuse an unsafe handover.
15. Failed delivery
If delivery cannot be completed because the address is incorrect or inaccessible, the recipient is unavailable, required evidence is not produced or the handover would be unsafe, the order may be returned, held for collection or rebooked. A re-delivery or return fee applies only if disclosed and permitted by law.
Medicines and sensitive goods returned after leaving controlled custody may need to be destroyed and may not be refundable where the failure was caused by the customer, subject always to consumer guarantees and any other non-excludable rights.
16. Cancellations and changes
Contact us immediately to request a change or cancellation. We will try to help, but it may not be possible after pharmacist review, dispensing, picking, packing or dispatch begins. We may cancel an order where supply is unlawful or professionally inappropriate, information cannot be verified, stock is unavailable, payment fails, delivery is unsafe or unavailable, fraud is suspected, or a genuine pricing or technical error occurs.
If we cancel, we will explain the next step and release or refund the applicable amount, except for any amount lawfully retained for a service already provided or a customer-caused cost disclosed in advance.
17. Returns and change of mind
Contact us before returning an item. Change-of-mind returns are accepted only under the published returns rules and may require the product to be unopened, unused, undamaged, in original saleable packaging and returned within 30 days with proof of purchase.
For safety and legal reasons, medicines, temperature-sensitive products, opened health or personal-care items, personalised items and products that cannot safely return to sale may be excluded from change-of-mind returns. This exclusion does not affect rights for a product that fails a consumer guarantee.
Do not post medicines back unless we instruct you. They may require pharmacy quarantine or safe destruction.
18. Consumer guarantees and remedies
Products and services come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure, you may be entitled to reject the product and choose a refund or replacement, or cancel a service and obtain a refund for the unused portion. For a non-major failure, we may provide a repair, replacement, resupply or other remedy within a reasonable time as the law provides.
Contact us if an item is faulty, unsafe, damaged, incorrectly supplied, not as described or unsuitable for a disclosed purpose you relied on. We may ask for photographs, the product, packaging, batch and proof of purchase, but will not impose an unreasonable barrier to a lawful remedy.
19. Product recalls and safety actions
You must follow any recall, product alert, correction or quarantine instruction. Pharmacy Run or the supplying pharmacy may contact potentially affected customers using order or pharmacy records, even if marketing has been declined. This is a safety or service communication.
The Product Recalls page explains how to identify a batch and obtain help. Do not stop an essential medicine unless the notice or a health professional tells you to.
20. Promotions, credits and codes
Promotions, credits and codes may have eligibility, product, channel, postcode, timing, minimum-spend, maximum-discount and usage rules. Unless stated, they cannot be combined, transferred, redeemed for cash or applied retrospectively. We may refuse misuse, duplication, automated acquisition or fraud. Mandatory consumer rights still apply.
21. Reviews and user content
If you submit a review or other content, it must be genuine, lawful, relevant and must not contain prescription details, health information, eScript tokens, confidential information, unlawful claims, abuse, advertising or another person’s information without authority.
You retain ownership but give Pharmacy Run a non-exclusive, worldwide, royalty-free licence to host, reproduce, moderate and display the content for the service and related promotion. We may remove content that breaches these Terms or moderation rules, but we will not manipulate reviews to create a misleading overall impression.
23. Intellectual property
The website, brand, software, design, text, graphics and content are owned by or licensed to Pharmacy Run and protected by law. You may use the website for personal, lawful shopping and information. You must not copy, scrape, reverse engineer, interfere with, commercially exploit or create misleading associations with the service except as permitted by law or written consent.
22. Prohibited conduct
You must not use Pharmacy Run to commit fraud; obtain medicines unlawfully; misuse a prescription or identity; breach purchase limits; interfere with security or availability; upload malware; harvest information; impersonate another person; or abuse staff, pharmacists, drivers or other users.
We may restrict or suspend access while investigating a reasonable safety, legal, security or misuse concern. We will act proportionately and preserve non-excludable rights.
23. Third-party services and links
The service may link to or depend on payment, prescription, mapping, delivery or other third-party services. Their own terms and privacy practices may apply. We are responsible for Pharmacy Run’s obligations and cannot exclude responsibility imposed by law, but we do not control independent third-party websites merely because we link to them.
24. Disclaimers and liability
To the maximum extent permitted by law, general website content is provided for information and does not replace professional advice. Availability, timing and compatibility of optional digital functions may vary.
Where liability can lawfully be limited, it is limited to the remedies or amount permitted by applicable law. Nothing in these Terms limits liability for fraud, wilful misconduct, personal injury caused by negligence, breach of confidentiality or privacy obligations, or any consumer right or liability that cannot be limited.
25. Events outside reasonable control
We are not responsible for delay or failure caused by events outside reasonable control, such as severe weather, emergency, road closure, carrier network disruption, system-wide outage, government action or supply interruption, provided we use reasonable care, communicate appropriately and meet rights that cannot be excluded.
26. Changes to the service or Terms
We may change features, areas, products, delivery rules or these Terms as the service and law evolve. The current Terms apply from the displayed effective date. We will not retrospectively remove an accrued consumer right and will provide additional notice or consent where required for a material change.
27. Governing law
These Terms are governed by the laws of New South Wales, Australia. Courts with jurisdiction in New South Wales may hear disputes, without limiting any right to bring a consumer claim in another jurisdiction where applicable.
Before formal proceedings, contact us so we can try to resolve the issue. This does not prevent urgent relief or use of a regulator, tribunal or external complaints process.
28. Contact
Group Officer, House of Pharmacy
House of Pharmacy Retail Services Pty Ltd ABN 58 682 591 546,
Postal address: 3 Coal St, Silverwater 2128,
Email: info@houseofpharmacy.com.au
Phone: 1800 875 225.