Delivery and Returns Policy

Introduction

This policy explains how medicines and pharmacy products are delivered and outlines the conditions that apply to returns, cancellations, and delivery-related issues.

This website is operated by Healthpoint Limited (Company No. 1474728, NZBN 9429035586425) as part of a licensed New Zealand pharmacy service.

The handling and delivery of medicines require specific safeguards to maintain product quality and patient safety.

Delivery Coverage

We deliver pharmacy products to residential and business addresses throughout New Zealand.

Delivery is available only where supply can be completed safely and in accordance with legal and clinical requirements. In some situations, supply may not proceed if these conditions cannot be met.

Order Processing and Dispatch

Medicines are prepared for dispatch only after dispensing and final safety checks have been completed by a pharmacist.

For prescription medicines, this includes verification of the prescription and clinical assessment of suitability.

Dispatch timeframes may vary depending on:

Prescription verification and clinical review
Availability of stock
Specific storage or handling requirements
Public holidays or courier service disruptions

We will make reasonable efforts to inform you if delays occur.

Packaging and Medicine Integrity

Medicines are packaged to help maintain stability and quality during transport.

Some medicines may be sensitive to temperature or environmental conditions. You should ensure that deliveries are received promptly and stored according to product instructions.

Delivery Responsibility

Responsibility for the safe handling of medicines transfers to you once delivery has been completed to the address provided.

You are responsible for storing medicines correctly and ensuring they are kept out of reach of children or others who may use them inappropriately.

Signature and Identity Verification

Certain medicines may require a signature on delivery or identity verification.

These measures help ensure medicines are supplied to the correct person and support compliance with pharmacy and regulatory requirements.

Where delivery cannot be completed safely, the order may be returned to the pharmacy for further review before re-dispatch.

Delivery Charges and Rural Areas

Delivery costs are calculated at checkout and may vary depending on location and courier service availability.

Rural or remote areas may experience longer delivery timeframes due to transport logistics.

Returns of Medicines

Medicines cannot usually be returned once they have left the controlled pharmacy environment.

This restriction helps protect patients from risks associated with improper storage, tampering, or reduced product quality.

Faulty or Incorrect Orders

Returns may be accepted where:

A product has been supplied in error
Goods are damaged or defective on arrival
An incorrect medicine or quantity has been received

If there is an issue with your order, you should contact us as soon as possible so that the matter can be assessed.

Order Cancellations

Orders may be cancelled before dispensing or packing begins by contacting us promptly.

After a medicine has been dispensed or dispatched, cancellation may not be possible due to safety and regulatory requirements.

Refunds and Consumer Rights

Refunds, where applicable, are handled in accordance with New Zealand consumer protection law.

Nothing in this policy limits your rights under applicable legislation relating to goods and services.