Delivery and Returns information
Delivery and Freight information
We are an online only store based in Auckland, with warehouse and vendor partners all over Aotearoa New Zealand. We don’t currently have a showroom or offer order collection.
Delivery of Incontinence products
We aim to have orders dispatched within 2 working days. Your privacy is important, so all packaging is secure and plain. Orders are shipped from our Auckland warehouse via Post Haste or Castle Parcels, and you'll receive tracking information once dispatched. Orders over $150 qualify for free delivery.
Delivery of large items
Larger items such as beds or recliners are usually dispatched within 5 working days but can take up to two working weeks depending on location and freight. For the most part, our recliners and beds are dispatched from our partners, such as Cubro, a trusted healthcare brand based in Tauranga, directly from their warehouses.
We currently deliver to physical residential or business addresses within New Zealand only. Unfortunately, we do not offer deliveries to PO Boxes or internationally.
If your order is being delivered to Waiheke Island, Great Barrier Island, Chatham Island, or a rural area, we may contact you to arrange an additional shipping fee.
Delayed or incomplete orders
If an item is out of stock, we may ship the rest of your order first and send the missing item later, free of extra postage charges. In the event of this happening, we'll be in touch with you to let you know.
Why is my order split into more than one delivery?
In some cases, we may need to split your order due to item type, availability, or shipping from different locations (our warehouse or a vendor partner). You won’t be charged extra, and you’ll receive a separate tracking email for each shipment.
Returns & Refund Policy
We strive to make your shopping experience as smooth as possible, and we’re here to assist if you need to return a product. We offer a 7 day return policy on most items, but there are some exceptions.
Returns may not be possible for the following items:
- Used products
- Custom items that are tailored to your specifications
- Larger items that have been dispatched via freight and are unsealed
- Sealed goods that are not eligible for return due to health and hygiene reasons (e.g., incontinence products, pillows, cushions, and bracing/support products such as hip protectors or braces)
- Used items that could pose a hygiene risk (e.g., used toilet seats, commodes)
Please note, refunds are not guaranteed until the returned product has been inspected and deemed suitable for resale. If you have any questions before placing an order, don’t hesitate to contact us.
Our return policy is designed to maintain the quality and safety of all products for every customer. Once an item has been used, it can no longer be resold or guaranteed to meet the necessary standards.
Returning Lift Chairs and Beds
Due to the handling and freight involved, a returns charge applies to lift chairs and beds, which will be deducted from your refund. The return fee varies depending on the item:
- Rehab/Shell Chair – fee varies by location
- Cocoon Recliner – up to $500
- Monarch Recliner – up to $300
- Folding Beds – up to $150
Please note, these fees may change without prior notice.
Refunds are not guaranteed until the returned item has been inspected and confirmed to be in resalable condition. If you have any questions before placing an order, please contact us.
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.
Faulty items
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
We sincerely apologize if your order arrived damaged or if you received the wrong items. Please contact us immediately so we can investigate the issue with our couriers and arrange for the damaged item to be collected. We may require proof of damage, so please take a photo and email it to us so we can fully understand the issue.
Once the damaged item is returned (at no cost to you), we will process a refund or replacement after verification.
Defective, faulty, or damaged products will be replaced with the same item free of charge.
Please note, product photos may slightly vary in color due to lighting or monitor settings, so we recommend reviewing the product descriptions carefully before purchasing.
Change of Mind, Wrong Size, or Unsuitable Product
We’re happy to assist with exchanges, provided the product is still in its original packaging, unused, and undamaged. Please note that you will be responsible for the return shipping costs, as well as the delivery costs for the new product.
If you'd like to change your order, please email us, and we’ll do our best to accommodate your request. However, if your order has already been processed and shipped, you’ll need to wait until you receive the item before proceeding with a return or exchange.
Our return policy is valid for 7 calendar days (depending on the product) from the date of delivery. Requests for returns or exchanges outside of this period will not be accepted.
Our Responsibility
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.
Your Responsibility
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
To request a return or exchange, please follow these steps:
- Take a photo of the item (include a ruler if the issue is size-related).
- Email us at hello@radiusshop.co.nz with the subject: “Order # [your order number] Replacement Request.”
Please include:
- The photo(s)
- A description of the issue
- Your Order Number (identify the specific product if there are multiple)
Our support team will reply within 2 business days with further instructions.
For exchanges, you’ll be responsible for return shipping costs.
Late or Missing Refunds
Refunds will be issued to your original payment method. For card payments, refunds go back to the same card. For bank deposits, please provide your banking details.
If you haven’t received your refund within 10 working days, please contact your bank. If the issue persists, email us at hello@radiusshop.co.nz, and we’ll assist you.