Returns

Our returns policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund.

To be eligible for a return your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  • We will refund faulty or damaged goods. We will not refund for damage caused by the customer.
  • Used cosmetics, sexual products, food, and clothing are non returnable and non-refundable.
  • Postage and delivery costs are non-refundable for all exchanges except for damaged goods.
  • All goods to be exchanged must be returned as new (i.e. new, unopened, unused, and in resalable condition).

To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@thefamilypharmacy.co.nz.

Sale items 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Clearance items with a short expiry date are non-refundable. 

Shipping

To return your product, you should mail your product to:

Forrest Hill Family Pharmacy
7/1 Grenada Avenue
Auckland 0620
New Zealand

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.