I have a product issue/defect (ie mould or broken cart) with a product I ordered from a Scripts by honahlee pharmacy.

We're sorry that you had a bad product experience through the Scripts platform. You should always report issues like this as quickly as possible after receiving the order. There is a chance you may be able to get a new product free of charge or a refund depending on what the supplier finds when they review your product, however, we cannot guarantee it.

Please also note that each supplier has a slightly different process when assessing issues/defects and the time it takes for them to complete the process and come to a conclusion may vary. The review may take anywhere from 3 days to 2 weeks.

Please take photos of both the product and packaging. In the photos of the product, make sure the defect/issue is clear. Add the images to the documents section of your order and then in the messenger of the order, please explain the defect issue clearly to the pharmacy (and us). In your message, please include "@honahlee" so that we are directly notified of the defect/issue.

If you're having trouble with the messenger and uploading images, please email scripts@honahlee.com.au, Subject: Product issue/defect Order ID: INSERT ORDER ID and include the images and a detailed explanation of the issue/defect. Please also let us know if you're a patient of Sirius Green in case we need to help you get a new prescription.

Once the images and information has been received, the pharmacy will reach out to the supplier with the evidence provided and the supplier will review the information and provide next steps.

Please note that while the honahlee team will help throughout this process, it's you, the pharmacy and the product supplier that are ultimately responsible to work through this process.