Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused, unworn, in the same condition you received it, with tags attached, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at admin@pakurangapharmacy.co.nz. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Non-returnable items The following cannot be returned or refunded under any circumstances:

• Medicines (prescribed or over-the-counter)
• Baby formula
• Fragrances
• Vitamin supplements
• Consumable products
• Face masks
• Gift cards
• Downloadable software products
• Perishable goods (including fridge lines)
• Hazardous materials, flammable liquids, or gases
• Intimate or sanitary goods
• Sale items

Prescription-only medications cannot be returned or refunded, in accordance with pharmacy regulations.

European Union 14-day cooling-off period If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification. As above, the item must be unused, unworn, with tags, and in its original packaging.

Refunds Once we've received and inspected your return, we'll notify you whether the refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. Please allow extra time for your bank or card provider to post the refund.

If you haven't received your refund after 15 business days from approval:

1. Check your bank account again.
2. Contact your credit card company — posting can take time.
3. Contact your bank — there's often processing delay before a refund appears.
4. If you've done all of this and still haven't received it, contact us at admin@pakurangapharmacy.co.nz.

Exchanges We only replace items if they are defective or damaged. To exchange a defective item, email admin@pakurangapharmacy.co.nz and send it to the return address below. For a simple size/product change, return your item for a refund and place a new order separately.

Gifts If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return once it's received. If the item wasn't marked as a gift, or the gift-giver had it shipped to themselves, the refund will go to the gift-giver.

Shipping returns Send returns to: Pakuranga Pharmacy, 23/71 Jellicoe Road, Panmure, Auckland, New Zealand 1072

You are responsible for your own return shipping costs, which are non-refundable and will be deducted from your refund if applicable. For orders over $75, consider a trackable shipping service or shipping insurance — we can't guarantee we'll receive a returned item.

A 10% packing and handling fee applies to all change-of-mind returns.