Terms, Conditions and Policies

Terms of Use

Please read and review these Terms, Conditions and Policies carefully before accessing or using the Medicine.com.au website. By accessing or using this site, you acknowledge that you have read, understood and agreed to all Terms, Conditions and Policies as updated by Medicine. If you do not agree to the Terms & Conditions, you may not access or use the Site. Medicine may modify these at any time, and such modifications shall be deemed effective immediately upon posting on the Site. Any continued use of the Site shall be deemed conclusive of your acceptance of the modified Terms, Conditions and Policies.

Terms and Conditions

The Site may contain information relating to various medical conditions and their treatment. The product related information on this Site is not medical advice and should not be relied upon by any particular individual or for any specific purpose. Any medical questions should be referred to your health care professional. If in doubt, please seek medical advice. Through your access to and use of the site, you accept, without limitation or qualification, the Terms & Conditions set forth.

Use of Site

You may freely browse the Site and may freely download material therein. Any and all downloaded materials may only be used by you for personal, non-commercial use. You may not distribute, modify, transmit, reuse, repost or use any of such materials for public or commercial purposes, without the express written permission of Medicine.

Limitations on Access

Except as otherwise expressly permitted by Medicine, any access or attempt to access other areas of the Medicine computer system, database or other information contained on the system for any purpose is strictly prohibited. You agree that you will not use any devices, software or routine to interfere or attempt to interfere with the proper working of the Site. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on Medicine’s infrastructure.

Forward Looking Statements

This Site may contain forward looking statements that are subject to risks and uncertainties that might cause actual results to differ from those foreseen.

Timeliness of Information

Medicine uses reasonable efforts to include accurate and up to date information in the Site, however, since information changes so quickly, Medicine is unable to make any warranties or representations as to its accuracy. TO THE EXTENT PERMITTED BY LAW, NEITHER Medicine NOR ANY OF ITS AFFILIATES ASSUME ANY LIABILITY OR RESPONSIBILITY FOR, OR MAKE S ANY WARRANTIES OR REPRESENTATIONS AS TO THE RELIABILITY, ACCURACY, VALIDITY, TIMELINESS, USEFULNESS OR COMPLETENESS OF ANY INFORMATION ON THE SITE.


Your use of the Site is at your own risk. In no event shall Medicine or any other party involved in creating, producing or delivering the Site be liable for any damages (including, without limitation, direct, incidental, consequential, indirect or punitive loss or damages, or damages resulting from lost profits, lost data or business interruption) arising out of your access to, use of or inability to access or use, the Site or errors or omissions in its content as well as the use or misuse of any products listed on the site.

Without limiting the foregoing, everything on the Site is provided to you “AS IS” without warranties of any kind, either express or implied, including, but not limited to warranties of merchantability, fitness for a particular purpose or non-infringement. All users access and use this Site and its content at their own risk. Medicine does not accept responsibility for information on other sites, including those linked to this Site.


You agree to indemnify, defend and hold harmless Medicine, its officers, directors, employees, agents, suppliers and third party partners from and against all losses, litigation, expenses, damages and costs, including reasonable attorneys’ fees, resulting from any violation by you or us of these Terms & Conditions, or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the Site using your account.


Subject to the terms and conditions set forth herein, our Privacy Policy, any communication or material that you transmit to, or post on, the Site by electronic mail or otherwise, including but not limited to, any data, questions, comments, suggestions or the like is, and will be treated as, non-confidential and non-proprietary information. Medicine, or any of its affiliates, may use such communication or material for any purpose whatsoever, including, but not limited to, reproduction, disclosure, transmission, publication, broadcast and further posting. Further Medicine, and its affiliates, are free to use any ideas, concepts, know-how or techniques contained in any communication or material you send to the Site for any purpose whatsoever including, but not limited to, developing, manufacturing and marketing products.


The trademarks, brand names, logos and related tag-lines and service marks (collectively, the “Trademarks”) displayed on the Site, whether or not appearing in large print or with the trade mark symbol (™), are registered and unregistered trademarks of Medicine, its affiliates, related companies or its licensors or joint venture partners.


Medicine grants you the privilege of accessing and viewing the text, graphics, audio, design, images, charts and other content (the “Medicine Content”) on the Site solely for your personal, non-commercial use. Medicine may revoke such privilege at any time with or without notice for any reason or no reason. Any and all Medicine Content, software and other works on the Site and any reproductions of any of the foregoing (collectively, “Works”) are the intellectual property of Medicine. All rights reserved. Other than the limited grant of access to and viewing of the Medicine Content set forth above, Medicine grants you no other privileges or rights in any of the Works. You acknowledge that any other use of the Works, including without limitation, reproduction, modification, distribution, transmission, republication, display, or performance, without the prior written permission of Medicine, is strictly prohibited.

Online Communications

Although Medicine may, from time to time, monitor or review the discussions, chats, postings, transmissions, bulletin boards and the like on the Site, Medicine is under no obligation to do so and assumes no responsibility or liability arising from the content of the Site nor for any error, defamation, libel, slander, omission, falsehood, obscenity, pornography, profanity, danger or inaccuracy contained in any information within the Site. Medicine assumes no responsibility for checking information posted in discussions, chats, transmissions, bulletin boards or the like on the Site for accuracy.

Protection of Personal Health Information

The My Account and User Profile allows you to record varying amounts of personal health information, on a voluntary basis, on servers maintained by Medicine or on its behalf. My Account is structured to allow access only to Account holders with a valid username and password. Whenever you submit or modify information, we will send such information over the Internet using encryption technology, Secure Socket Layer (SSL) software.

However, we do not warrant or represent that the information you submit will be protected against loss, misuse, or alteration by third parties in the event of a security breach. We will do everything within our power to remedy the effects of said breach. But you are responsible for taking all reasonable steps to ensure that no unauthorized person shall have access to your password to My Account. It is your sole responsibility to (1) control the dissemination and use of passwords; (2) authorize, monitor, and control access to and use of My Account and your password; (3) promptly inform Medicine of any need to deactivate a password or change user information.

You grant Medicine and all other persons or entities involved in the operation of the Site and My Account and User Profiles the right to transmit, monitor, retrieve, store, and use your information in connection with the operation of My Account. Medicine cannot and does not assume any responsibility or liability for any information you submit to My Account.

Operating Policy

You are prohibited from posting or transmitting any unlawful, threatening, libellous, defamatory, obscene, inflammatory, pornographic or profane material or any material that could constitute or encourage conduct that would be considered a criminal offence, give rise to civil liability or would otherwise violate the law. Medicine will fully cooperate with any law enforcement authorities or court order requesting or directing Medicine to disclose the identity of anyone posting any such information or materials.

Review of Communications

Medicine reserves the right, but is not obligated, to review communications and materials posted or uploaded to the Site, and to block, edit, add or remove communications or materials that it determines to be of an inappropriate nature or otherwise unacceptable to Medicine at its sole discretion.

Editorial Policy

Medicine reserves the right to alter or delete material from the Site at any time.


During a Teleheatlth Consultation with an accredited medical practitioner on the site is the only time any communication or interaction with the site may be treated as sound medical advice or medical diagnosis. The results of which remain private and confidential. Any correspondence or communication outside of a Telehealth consultation from Medicine in any shape or form does not constitute actionable medical advice and should be treated accordingly. In all scenarios, see your doctor.

You will at all times give up to date and accurate information during a Telehealth consultation to assist the doctor to arrive at a correct diagnosis. Providing fraudulent or misleading information is illegal under the laws of Australia and grounds for having their User Profile terminated at the sole discretion of Medicine and relevant criminal charges brought upon the user.

You understand the inherent limitation in a Telehealth Consultation and agree that certain pharmacy products may not be prescribed due to insufficient information for the doctor to make a correct or sufficient diagnosis. Any product or medicine prescribed is done so at the doctors own discretion and you hold Medicine harmless of outcomes that may arise from mistakes in judgement on the part of the medical practitioner.

Void Where Prohibited

Although the information on this Site is accessible worldwide, not all products or services discussed in this Site are available to all persons or in all geographic locations or jurisdictions. Medicine reserves the right to limit provision of our products or services to any person, geographic region or jurisdiction and/or to limit the quantities of any products or services we provide. Any offer for any product or service made in the materials on this Site is void where prohibited.


These Terms, Conditions and Policies and any other agreement that may be entered into by you and Medicine in connection with a specific product or service of Medicine, constitute the entire agreement between you and Medicine and supersede any and all other agreements, representations and understandings, whether written or oral. Medicine may modify or amend these Terms & Conditions and the Privacy Policy at any time without notice to you. You should regularly review these Terms & Conditions for any modifications or amendments to these Terms & Conditions as your continued use of the Site after a modification or amendment signifies your assent and agreement to these Terms & Conditions, as amended. These Terms & Conditions and your use of the Site and any products and services provided by the Site shall be governed by the laws of Victoria, Australia.

Privacy Policy

Medicine. wants you to feel secure when visiting Medicine.com.au and is committed to maintaining your privacy when you do so. This privacy policy explains our policies and practices regarding the collection, use, storage, and disclosure of your personal information.

Information We Collect

We recognize your right to confidentiality and are committed to protecting your privacy. We use the information that we collect on our websites, via email and forms to provide you with a superior shopping experience and to communicate with you about products, services, and promotions. In addition we proactively use data provided by you in conjuction with our proprietary and open source algorithms for pre-screening for medical illnesses. This information is stored in a secure database and is not tampered with, exported and remains confidential.

Any prediction or result that may emerge from said pre-screening or from an algorithm is then shown to a medical practitioner to verify the accuracy and validity of said prediction or result, with the users personally identifiable information kept anonymous. The user agrees through the use of the site that they will be notified of any result, regardless whether positive or negative and that you hold Medicine harmless for any repercussions or ramifications that may emerge from the emergence of the knowledge of any future outcome or ailment. It is the full responsibility of the user to then seek adequate medical advice or treatment and Medicine is not liable for anything that may result from failure to do so.

Customer Reviews

We are pleased to hear from our customers and welcome your comments regarding our products. We include customer reviews on our website to allow other customers to see what you think about a product. These reviews may contain personally identifiable information, such as your name, should you choose to use your first and/or last name. We also allow you the option of sharing your review anonymously. Customer reviews are shown as is and remain unedited and are the sole views of the user. However Medicine reserves the right to remove potentially abusive, inflammatory or insidious product reviews.

Regulated Products

In connection with the sale of certain regulated products, such as products containing pseudoephedrine, we may ask for additional information including a driver’s license or other government-issued identification and we will use this information solely for purposes of complying with mandatory record keeping, prescription processing and other legal requirements.

Information Automatically Collected

We automatically receive and collect certain types of information whenever you visit our websites. For example, like many other websites, we use “cookies” and web beacons (described below) and obtain certain types of information when your browser accesses our websites. This information includes the Internet protocol (IP) address of your computer, your geographic location as determined by your IP address, your browser software and operating system, your web server, the date and time you access our site, session information (such as download errors and page response times), information about your viewing, search and purchase history, and information about the referring URL and the URL clickstream to, through, and from our websites. We use this information to monitor the usage and performance of our site, to enhance our customers’ search and shopping experiences and to determine aggregate information about our user base and usage patterns.

Information From Third Parties

If we receive updated account information from third parties, we may revise your account for you so that we can efficiently process your orders, deliver your packages, or otherwise communicate with you. For example, we may receive customer information from our shippers or from third parties with which we operate co-branded businesses. In addition, we may acquire customer names, e-mail addresses, and mailing addresses for select mailings from third parties.

Other Information You Provide

We collect additional information that you choose to give us. For example, you provide information to us when you complete surveys or sweepstakes/contest entry forms, add items to Your List™, sign up for special discounts or coupons, communicate with us by e-mail, phone or otherwise, provide product reviews, or provide alternative delivery addresses.

Third Party Partners

We may enter into agreements and may share your personal information with other companies or individuals to perform functions on our behalf. These functions may include analyzing data; providing marketing assistance; processing credit card or debit card payments; fulfilling and delivering orders and providing customer service. The companies and individuals with which we work have access only to information necessary to perform their functions.


When you place an order online, your personal information and credit card or debit card information are encrypted using SSL encryption technology before being sent over the Internet. We use SSL technology to prevent your information from being stolen or intercepted while being transferred to us and once we have received it. However, no method of transmission over the Internet, or electronic storage is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security and you hold Medicine harmless should such a breach occur.


To personalize and enhance your browsing and shopping experience, we use a feature of your Internet browser called a cookie. Cookies are small files that your browser places on your computer’s hard drive. Although we do not store personal information in cookies, we do tie cookies to a customer member ID which is then used to pull personal information out of the database for identification purposes. Cookies are not used to access information entered on the secure server. This information can be accessed only when you enter your name and password. If you choose to configure your browser to remove or reject our cookies, you will not be able to make purchases from our websites or take advantage of many of our features.


Your privacy is very important to us. Be assured that, in accordance with this privacy policy, we do not sell or distribute our customer list to third parties and try to avoid excessive email marketing communication.


We do not sell products for purchase by children. We sell children’s products for purchase by adults. If you are under 18, you may use our website only with the involvement of a parent or guardian.

Access to Personally Identifiable Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, request deletion, or deactivate it by making the change on the My Account page or by e-mailing us directly. We will respond to your access request within 30 days. As long as your account is active, we will retain your information for the purpose of providing you with our services. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Your Consent

By using our website (including use of our customer service line), you consent to the collection, use, and disclosure of information in accordance with the terms of this privacy policy. We reserve the right to modify or amend this policy at any time. If we make material changes to this policy, we will notify you here, by e-mail, or by means of a notice on our homepage so that you are always aware of the information that we collect, how we use it, and under what circumstances we disclose it. Unless we clearly state otherwise, the changes to our privacy policy will affect information collected after the effective date of the change and any information collected prior to the change.

Returns Policy

Returning Items

Your complete satisfaction is our ultimate goal. You may return any item shipped by medicine.com.au, as long as it meets the following conditions:

  • You should return the item to us within 30 days of receipt.
  • We do not accept items back that have been opened or used unless the product is damaged or defective.
  • Some special handling and scheduled delivery items are final sale. When you receive your order, please check to make sure they are in good condition (i.e. not damaged or defective) and let us know right away if there is a problem with your shipment.
  • Any sexual health or well-being items purchased from our store cannot be returned unless they have a manufacturer defect. When you receive your order, please check to make sure these items are working. We will credit or exchange unused, defective items in their original packaging only. Items returned without original packaging or after 30 days will not be refunded.
  • Bulk order sales are final. If you believe your returns request should be assessed beyond our listed return policy for bulk orders (i.e. for damages, defects, etc.), please contact customer care for further assistance.
  • Due to the sensitive nature of the products sold by medicine.com.au we reserve the right to reject store credit or refund requests at our own discretion. This is to preserve the integrity of the service, shall be judged on a case by case basis and in this event all sales shall be final.
  • Additionally, it should be noted due to the sensitive nature of the business. Refunds are rarely issued however we frequently issue store credits.

Damaged, Defective, or Incorrect Items

We try to always provide the highest level of service possible. If there is a problem with your order, please begin by contacting Customer Care immediately. Please provide as much information as you can about the problem, including your order number, the name of the affected products, and whether you prefer a refund or replacement. A Customer Care Specialist will respond to you as quickly as possible.

Please do not discard any items unless you have been directed to do so by a Customer Care Specialist.

Special Offers & Promotions

If you choose to return part of an order, you may no longer qualify for all special offers associated with your purchase. For example, if you received a free gift with purchase you may be required to return the gift in order to receive full credit for your return.

Return Shipping and Processing

If you still have it, the box your order arrived in should be sufficient to make sure that your return arrives back at our distribution centre undamaged. Padded envelopes are not an effective way to protect your return shipment, as items may be crushed during transit. Please pack your return shipment securely to ensure that the items are not damaged in transit.

We will provide free return shipping if your return is the result of our error (damaged, defective, or incorrect item, etc.) In other cases, a return postage fee will apply. A 10% re-stocking fee will be applied on all returns over $200 that are not the result of our error.

Once we receive your return, we will issue a credit or refund at our discretion within 30 days and send you an e-mail confirmation. Please bear in mind that it can take from several days to a few weeks for the transaction to appear on your account, depending on your financial institution.