Returns and Refunds Policy

Last updated: 7 May 2026 Applies to: All orders placed at www.nzroids.co.nz

This Returns and Refunds Policy explains when and how you can return items purchased from NZ Roids, and how refunds are handled. It works alongside our Terms and Conditions and Shipping Policy.

NZ Roids operates as a registered New Zealand pharmacy. Returns of medicines are governed by the Medicines Act 1981, the Misuse of Drugs Act 1975, and Pharmacy Council guidance. Your consumer rights are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 — nothing in this policy limits those rights.

1. Summary at a glance

  • Prescription medicines — cannot be returned once dispensed and dispatched, except where faulty, damaged, or incorrectly supplied.
  • Non-prescription products — may be returned within 14 days of delivery if unopened, unused, and in original condition.
  • Faulty or damaged items — covered under the Consumer Guarantees Act 1993; contact us within 7 days.
  • Refunds — processed back to the original payment method within 5 to 10 working days of approval.

2. Why prescription medicines can’t be returned

For your safety and for public health reasons, prescription medicines cannot be returned for refund or exchange once they have left our pharmacy. Once a medicine is out of our chain of custody, we cannot guarantee:

  • Correct storage conditions (especially temperature)
  • That the product hasn’t been tampered with
  • That the packaging integrity is intact

Returning these medicines to stock would put other patients at risk. This is standard practice across all New Zealand pharmacies and is consistent with Pharmacy Council guidance.

If you no longer need a prescription medicine, we recommend taking it to any community pharmacy in New Zealand, where it can be disposed of safely and free of charge under the DUMP (Disposal of Unwanted Medicines Properly) scheme.

3. Faulty, damaged, or incorrectly supplied items

You are entitled to a replacement or refund under the Consumer Guarantees Act 1993 if:

  • The product is faulty or defective
  • The wrong product was supplied
  • The product was damaged in transit
  • The product is past its expiry date on arrival
  • A temperature-sensitive product arrived without a functioning cold chain

What to do:

  1. Contact us at orders@nzroids.co.nz within 7 days of delivery.
  2. Include your order number, a description of the issue, and photos where relevant.
  3. Keep the product and packaging until we’ve completed our investigation.
  4. Do not use a product you suspect is faulty or compromised.

We will arrange a replacement at our cost, or a full refund (including original delivery), as quickly as possible.

4. Non-prescription products

Non-prescription items — such as vitamins, supplements, skincare, accessories, and over-the-counter products — may be returned within 14 days of delivery, provided they are:

  • Unopened and unused
  • In their original sealed packaging
  • In a saleable, resaleable condition
  • Accompanied by your order number or proof of purchase

The following non-prescription items cannot be returned for change of mind:

  • Items that have been opened, used, or had their hygiene seal broken
  • Items sold in sealed packaging where the seal has been broken (e.g. needles, oral syringes, dressings)
  • Personal care items, including skincare, where the seal has been broken
  • Refrigerated or temperature-sensitive products
  • Sale, clearance, or short-dated items marked “no returns”

This does not affect your rights if the product is faulty.

5. Change of mind on prescription items before dispatch

If you change your mind about a prescription order before it has been dispensed, contact us as soon as possible at orders@nzroids.co.nz. We can usually cancel and refund the order in full.

Once a prescription has been dispensed (the medicine has been prepared and labelled for you), the order generally cannot be cancelled, and a refund cannot be issued for change of mind.

6. How to start a return

  1. Email orders@nzroids.co.nz with your order number and the reason for return.
  2. We’ll review the request and, if it qualifies, send you a return authorisation and instructions.
  3. Pack the item securely in its original packaging and include the return authorisation slip.
  4. Send the parcel via tracked courier to the return address provided. We strongly recommend tracking — we can’t process refunds for items lost in transit on the way back to us.

Please do not return items without a return authorisation. Unauthorised returns may be refused or delayed.

7. Who pays for return shipping

  • Faulty, damaged, or incorrect items: NZ Roids covers all return shipping costs. We’ll arrange a prepaid return label or reimburse your courier receipt.
  • Change of mind on non-prescription items: You cover the return shipping cost. The original delivery fee is non-refundable.

8. Refunds

Once we receive and inspect your return, we’ll email you to confirm whether the refund has been approved.

Refund timing:

  • Approval and processing on our side: within 3 working days of receiving the return
  • Bank or card processing: a further 5 to 10 working days, depending on your provider

Refund method: Refunds are issued back to the original payment method. We can’t refund to a different card, account, or person.

What’s refunded:

  • For faulty, damaged, or incorrect items: the full price you paid, including original delivery
  • For change-of-mind returns: the price of the returned item, excluding original delivery

If a refund hasn’t appeared after 10 working days, please check with your bank first, then contact us.

9. Exchanges

We don’t operate a direct exchange system. If you need a different product, return the original item under this policy and place a new order.

For prescription medicines, an exchange is only possible where we have made a dispensing error — in which case the correct medicine will be supplied at no extra cost.

10. Recalls and safety notices

If a medicine or product you have purchased is subject to a recall by Medsafe or the manufacturer, we will contact you using the details on your account. Please follow the instructions in the recall notice. Recalled products are always refunded or replaced in full, regardless of the timeframes elsewhere in this policy.

11. Disposing of unwanted medicines safely

Unwanted, expired, or unused medicines should never be flushed, binned, or returned by post. Instead:

  • Take them to any community pharmacy in New Zealand
  • Hand them in at the counter
  • Disposal is free under the DUMP (Disposal of Unwanted Medicines Properly) scheme

This protects waterways, prevents accidental poisonings, and keeps medicines out of the wrong hands.

12. Your rights under New Zealand law

Nothing in this policy limits or excludes:

  • Your guarantees under the Consumer Guarantees Act 1993 (acceptable quality, fitness for purpose, matching description)
  • Your rights under the Fair Trading Act 1986 (against misleading or deceptive conduct)
  • Any other rights you may have under New Zealand consumer law

Where this policy and those laws differ, the law prevails.

13. Disputes

If you’re not satisfied with how we’ve handled a return or refund, please first contact our team so we can try to resolve it directly. If we can’t reach a resolution, you may also escalate to:

14. Contact us

Returns and refunds — NZ Roids 142 Ponsonby Road, Ponsonby, Auckland 1011 Email: orders@nzroids.co.nz Phone: +64 9 555 0142 Hours: Mon–Fri, 9:00 am – 5:30 pm NZST

Frequently asked questions

Can I return a prescription medicine if I changed my mind? No. For safety reasons, prescription medicines cannot be returned once dispensed and dispatched. You can take unwanted medicines to any community pharmacy for free disposal under the DUMP scheme.

My parcel arrived damaged — what do I do? Email orders@nzroids.co.nz within 7 days of delivery with your order number and photos. We’ll arrange a replacement or full refund under the Consumer Guarantees Act 1993.

How long do refunds take? Once approved, refunds are issued to your original payment method within 5 to 10 working days, depending on your bank or card provider.

Can I exchange a product instead of returning it? We don’t run a direct exchange system. Return the original item under this policy and place a new order for the replacement.

Who pays for return shipping? We pay for faulty, damaged, or incorrectly supplied items. You pay for change-of-mind returns of non-prescription products.

Will I get my original delivery fee refunded? Yes, if the return is because the item was faulty, damaged, or incorrectly supplied. No, if the return is for change of mind.