Deliveries, Returns Policy and Terms & Conditions
To minimise the risk to both customers and staff, our delivery partners offer contactless delivery for both signature required parcels and non-signature parcels.
We aim to have all orders dispatched within 1-2 working days. We strive to deliver all products to you within 1-5 working days no matter where you are in the country. Our packaging is secure and plain to ensure your privacy is protected. In most cases the shipping is calculated based on the weight of the product.
Why is my order split into more than one delivery?
There may be a case where we may need to split your order over a number of deliveries. This may be due to the type of items in your order, availability and where the item is coming from as we have warehouses across the country. You will not be charged extra if this occurs and you will receive a separate tracking email for each shipment.
Please note that we only deliver to PHYSICAL residential or business addresses in New Zealand. No PO Box or international deliveries are possible at this time.
Please also note that if your order needs to be delivered to Waiheke Island, Great Barrier Island, Chatham Island or a Rural area, we might contact you to pay the extra shipping fee.
Returns & Refund Policy
While we will do our utmost to help you if you wish to return a product, we offer a 14 day returns policy on most products. Although we aim to make your returns process as smooth and helpful as possible, there are some occasions where returns may not be possible:
- Products that are made to order or customised to your specific requirements so that they would be difficult to sell to someone else
- Larger items that have been dispatched via freight and unsealed
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, e.g. incontinence products, pillows and cushions, bracing and support products (such as hip protectors, braces, etc.)
- Any ‘used’ items that may pose a hygiene risk, e.g. used toilet seats, commodes
Cancelling an order
If you have made a mistake or want to cancel your order that you have just placed with us, please email us so that we can stop the order being processed and arrange a refund for you.
Products removed from packaging
Some products such as hygiene or incontinence products that are used, opened or removed from their original packaging or made of materials such as soft fabrics or non-water-resistant products cannot be returned due to Health and Safety regulations. Larger items such as walkers, wheelchairs etc, refunds are considered on a case by case basis due to the nature of the product and delivery. Please choose carefully and contact our team if you would like guidance with your product selection.
If the item/s is faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
My order arrived damaged or the wrong items were sent
First of all, please accept our apologies if your order has arrived damaged, or you’ve received the wrong items. Do get in touch with us immediately so that we can chase up the issue with our couriers and arrange for the damaged item to be collected. We might need you to send us proof of damage, so please take a photograph and email it to us so we understand exactly what the problem is. We will arrange for the damaged item to be collected (free of charge) and will issue a refund or a replacement once we have received the item and verified the damage.
Defective/faulty or damaged products will be replaced with the same item free of charge.
Please make sure to read our product descriptions carefully. Bear in mind that photos may slightly differ from the actual item in terms of colour due to lighting or the monitor’s display.
You’ve changed your mind, got the wrong size, or the item just isn’t what you were looking for
We will be happy to exchange the product provided it is still in the original packaging, unused and undamaged. Note that you will be responsible for the return/collection shipping costs of the unwanted product and delivery costs of the new product. We can also organise the collection for the return, and in this case, a collection fee applies.
If you wish to change your order: please email us and we will try our best to accommodate your request. However, if your order has already been processed and shipped, then we will have to wait until you receive the product and then proceed with the return or exchange.
Our return policy is effective for 14 calendar days (depending on the product) after delivery. Return requests for orders received and delivered outside this time frame will be declined and unfortunately, we cannot offer an exchange or refund.
Returning a product that we are offering FREE SHIPPING on?
Please note that if you bought a "FREE SHIPPING" product and you wish to return it because it's not suitable or you changed your mind a shipping and collection fee will be deducted from your refund after the re-sellable condition of the product has been confirmed.
Refunds will not be granted due to longer than expected processing or shipping times. All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original shipping address listed at the time the original order was placed.
1. Faulty/Damaged Product: the product has a manufacturing defect.
2. Wrong Item Sent: we sent you the incorrect product, colour or size, or a different product than the one showing in your order.
1. You ordered the wrong size or colour, or the wrong product:
We do not refund; we accept Return for Exchange and there will be a collection and shipping charge.
2. Incorrect Shipping address:
We are not responsible for orders not received due to incorrect shipping addresses entered by a customer at the time of purchase. Please ensure you provide us with the correct address (unit number, street number, street name, suburb, city, region, postcode – you also have a space in the checkout area to add any specific delivery instructions, if needed).
If you made an error in the address and the package is returned to us, we are happy to re-ship, however, you are required to pay for the cost of the re-shipment.
3. You changed your mind after placing the order:
We are not required to refund, however, please contact us as soon as possible as we may be able to assist with an exchange.
Return / Exchange Process
Please follow these instructions for Exchange / Return Requests:
1. Take a photo of the item – if the issue is regarding the size, please use a ruler.
2. Send an email with the subject line “Order # [insert your order number] Replacement Request” to firstname.lastname@example.org
Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number (If there are multiple products in an order, identify the product with the issue)
Our support team will respond within 2 business days and return instructions will be provided.
If you are exchanging a product, the collection and shipping costs are your responsibility – we can arrange a collection or we can provide you with the address to send the product to. Please let us know your preference.
Late or missing refunds (if applicable)
If you've paid by Visa/Mastercard/AMEX credit/debit card the refund payment will be made to that card.
If you've paid by bank deposit, please send us your banking info for the transfer of the refund.
If you haven’t received a refund, please contact your bank. Most banks process the refund within 10 working days.
Please contact us at email@example.com if you have not received your refund after 10 working days and we will gladly look into this for you.