Shopping and Ordering
Thank you for purchasing a product from us. We’re sure you won’t be disappointed. We care about the health and wellbeing of our patients. No matter how personal in nature a product may be, we provide a secure and private shopping experience for all products purchased from our pharmacy, and we do not store your credit card information.
Any cancelled Order may incur a 5% cancellation fee, being compensation to us for costs incurred due to such cancellation and/or compensation for our likely loss of profit.
TARGET COURIER DELIVERY TIMEFRAME
New Zealand $5.89 or FREE on orders of $100 or more
Delivery timeframes are from the date that the order has been picked up by the courier, not from the time the order was placed. Please allow 3 business days for your order to be processed before being picked up by the courier. Once the order has left our premises, we have no control over the delivery time.
A signature is required on delivery for New Zealand orders, unless you specify otherwise in the delivery notes field during checkout, or arrange an Authority to Leave (ATL) direct with NZ Couriers. In cases where the parcel is not left because not signature was unable to be obtained, please contact NZ Couriers for redelivery or pick up.
Please note, that once you authorise the parcel to be left without a signature (either in the check out process or with NZ Couriers) the parcel is then no longer the liability of Unichem Browns Bay or NZ Couriers once it has been delivered. We highly recommend, wherever possible to have a signature required.
If for any reason we do not have a product in stock you will be contacted as soon as possible to advise you of any delay in delivering the product.
All our orders are shipped to you through the NZ Couriers network. Our team prepare and dispatch your order as quickly as possible, usually within 1 to 3 business days of receiving your order. If there are any significant delays they will contact you by email.
Once your order is shipped please allow the standard Courier shipping times as per the guideline table above.
Once your order has shipped, you will receive an email from us with your tracking details. For information regarding your shipment once dispatched please contact the courier directly using the information found in your tracking email. Please allow up to 24 hours from receiving your tracking number for it to register with the courier before making an enquiry.
PO Box Delivery
Unfortunately we are unable to deliver to post office boxes at this time.
If for any reason you do not receive your order within the targeted delivery time, please contact us within seven days of the date of dispatch of that order for deliveries within New Zealand.
We will do our best to recover your missing parcel in conjunction with the courier or delivery service provider, however we cannot guarantee delivery unless you select a tracked delivery option.
Refunds and Returns
3. Responsibility for returned goods: Returned goods are your responsibility until they reach us. We shall not be responsible for misdirected shipments or goods lost or damaged in transit.
4. Shipping fees for returns: You are not entitled to any refund for shipping fees in relation to goods that you have returned. Delivery costs for re-shipping goods to you shall apply.
5. Returns due to ‘change of mind’ and exchanges: If you have changed your mind about a product, you may be eligible for an exchange or store credit note. However, return of your product to us is at your own cost.
You cannot return products that state they are non-returnable on the website unless it has been damaged during the delivery or the wrong product has been delivered. Some products will state that they cannot be returned, please be aware of these items. If we receive an order that we are unable to fulfil, we will contact you with an explanation and then advise you of any delay in delivering the product or refund your credit card/paypal.
Damaged, Lost or Defective products
If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as. Please contact us by phone or email and we will organise the return of the product for inspection and will endeavor to send you a replacement as soon as possible.
You must return to our Pharmacy within 10 days any products that are damaged or notify us of any lost or incomplete deliveries so that we can inspect the products or lay claim against the carrier. Failure to do so will result in the claim being declined.
Our Pharmacy reserves the right to decide in its sole discretion whether it will accept the return of any products for credit, repair or replacement. Our Pharmacy will not accept return of any product that has been tampered with, where the damage has resulted from misuse or incorrect storage by the Customer or where the product is expressly sold on a no-returns basis. Where returned product is not accepted they will be returned to Customer at the Customer’s cost. Receipt by our Pharmacy of returned product does not constitute acceptance for any purposes.
Where legally obligated, we will meet our obligations under all relevant consumer protection laws and any product which is faulty, damaged, or expired can be returned at any time for a full refund, including the cost of shipping.
Where a product is eligible for a refund, we will endeavor to refund you within 7 working days.