Terms and conditions

1 General

1.1 The CUSTOMISED COMPOUNDING online shopping site at www.customisedcompounding.com.au (“Site”) is a site where you can order your prescription via the Site. A complete and transacted order is for supply from a registered pharmacy, CUSTOMISED COMPOUNDING (“CUSTOMISED COMPOUNDING”, “us” or “we”).

1.2 Please read these terms and conditions before accessing or using the Site. If you are under 18 years of age, then you must obtain your parent or guardian’s consent before accessing and using the Site.

1.3 Your access to and use of the Site, including your order of Products through the Site, is subject to these terms and conditions.


2 Compliance with the Terms & Conditions

2.1 You agree to be bound by, and comply with, these terms and conditions:

(a) by visiting the Site or

(b) by completing your registration through the Site; and

(c) using the Site to obtain Products supplied by us.


3. Registration

3.1 You must complete the customer registration process through the Site to Order Products through the Site. Any personal information that you give us will be held and used by us in accordance with our privacy policy.

3.2 You may not have more than one active account, and your account is non-transferable. You may update, edit, or terminate your account at any time through the Site. You may have more than one account per delivery address.

3.3 If you choose to use a workplace email address for your account or to access the Site, then you are solely responsible for ensuring that you comply with the rules, policies or protocols that apply to the use of your email address and parcel policies at your workplace.


4. Placing an Order for Products

4.1 You may order Products by selecting and submitting your Order through the Site in accordance with these terms and conditions.

4.2 When you place an order for a prescription item, you understand that your order can only be despatched if a valid prescription is presented to the pharmacist or available on file for dispensing.

4.3 When a prescription is not available for dispensing, your order may be delayed, until a new and valid prescription is presented. We will endeavour to advise you immediately, after receipt of your order, should there be an issue with your prescription.

4.4 All Orders we accept for Prescription and Schedule Medicine Products are on the basis that We act as your appointed agent for facilitating the supply of such items, the supply of which will be made from our registered premise in accordance with Pharmacy Regulations of New South Wales.


(a) acknowledge that it is against the law to supply scheduled medicines to another person other than in the course of treatment, so authorised by applicable Federal and State legislation; and

(b) warrant that you are not obtaining scheduled medicines on behalf of another person other than as an authorised agent, family member or guardian for persons under the age of 18 years.

(c) Appoint CUSTOMISED COMPOUNDING and where applicable, CUSTOMISED COMPOUNDING contracted service providers to be your authorised agent to facilitate the supply of your Order form a registered pharmacy premise to your nominated delivery address.



5.1 We have no control over the environmental factors, the delivery times and conditions as per the policy of the applicable postal / courier service provider. Customised Compounding is not associated with Australia Post, Startrack Couriers or any other courier company and cannot be held responsible for damaged parcels or orders that are lost. Australia Post is not obliged to follow specific delivery instructions requested by the customer as per their policy, however, we will do our best to pass on your requested instruction to the courier company.

Please note: We are currently experiencing shipping delays. Please expect 2-3 business days for express shipping.

5.2 We endeavour to process and dispatch all online orders within 1-2 business days from the order being placed, unless otherwise stated. Following dispatch, you will be notified via email with a tracking number.

5.3 You will receive an email with your tracking information once your order has been processed, if you have provided us with your email address.

5.4 If you are unable to locate your tracking number, or if you have any questions about your shipped order, please call us on 1300 725 868 (press 4)



If your order is lost or damaged in transit, please contact us on 1300 725 868 or email us to info@customisedcompounding.com.au Monday to Friday 9am – 5pm.



7.1 As compounded medicines are made especially for you based on consultation and a prescription from your doctor, we are unable to accept returns of prescription medicines, for change of mind, order of incorrect items, over-ordering or no longer required. In fact, according to NSW health legislation, it is illegal for a pharmacist to re-dispense medicine that has already been dispensed to another patient. You should place your unwanted medicines in a Return of Unwanted Medicines (RUM) bin which can be found in most pharmacies or return it to us for safe disposal.


7.2 Refund – At Customised Compounding, we prepare each prescription and non-prescription compounded medication using highest quality BP/USP grade materials with precision and accuracy. Although we are confident of our products, we will replace any product we supply, free of charge, if it is found to be faulty or does not meet our quality standard. To obtain a refund, we must be notified within 7 days of receiving any faulty goods for this guarantee to be valid.

If the product has been stored inappropriately after receiving in particular temperature sensitive products, interfered with or not followed per directions provided, Customised Compounding has the right to refuse replacing the product.




  1. Check that you meet the above return conditions.
  2. You may return an item in person at Customised Compounding, Unit 9, 917-923 Old Northern Rd, Dural NSW 2158


  1. Check that you meet the above return conditions.
  2. Find your order/receipt number.
  3. Send an email to info@customisedcompounding.com.au requesting a return so we can arrange and send you the return labels or alternatively call us on 1300 725 868 and we’ll generate your return label and help you to place the return.

7.3 How will I receive my refund?

All refunds will be processed via the original payment method. Costs of delivery, if any, will not be included in the refund.

For returns via post, please allow 2 to 7 business days to reach Customised Compounding. Once we receive your return, it will be processed within 4 to 7 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.



As a customer, you must inform us of any known allergies (e.g. lactose, flavours and etc.) when you order. If notified in advance, our pharmacists may be able to accommodate your needs depending on the formulation of the product. We accept no responsibility if you fail to do so. In addition, we will not be held responsible for any unknown allergic or intolerant reactions to any product we supply.

Most of our medications can be compounded lactose and gluten free



At Customised Compounding, we appreciate the trust you place in us when you choose to visit our store or website and we take responsibility seriously. Customised Compounding Privacy Policy describes how we collect and use your personal information when you visit our website.

By “personal information” we refer directly to your name, address and email address.

Thank you for your trust and support.