Refund policy

Unichem Online is committed to providing quality products to our customers. We are happy to accept returns on faulty and damaged goods. Unfortunately, we can only complete a ‘return’ for a product that was purchased via unichem.co.nz.  If you have purchased a product from a pharmacy or another online site, please contact the store or site directly.

Return for Click and Collect Orders

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

For Click and Collect Orders, you are able to head into the store of where the item was click and collected and initiate a return in-store. Please make sure to you are able to show your confirmation email when you placed the order. 

Alternatively, if you are unable to head into the store, To start a return, you can contact us at online.orders@unichem.co.nz Please note that returns will need to be sent to the original delivery address.

Return for Delivery Orders

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

To start a return, you can either contact us at online.orders@unichem.co.nz Please note that returns will need to be sent to the original delivery address.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at online.orders@unichem.co.nz

How To Return a Delivery Order

Please email us at online.orders@unichem.co.nz with the following details: Order number, Product you are wanting to return, reason for return request. Please allow 24 hours on weekdays and 48 hours on the weekend for a reply from our customer service team. We will then be in touch to ensure the request meets our returns requirements and arrange the details with you.

To help us provide better products, product information and service moving forward we appreciate a brief explanation relating to the reason for the return. We will then ask you to suitably package the product for safe transit and return it to us, to the online order fulfilment centre. We will discuss sending a replacement product or refunding the purchase price (excluding shipping costs) to the payment method used to make the original purchase.

Unichem will not be liable for the loss of any item being returned. We recommend that when returning a product you use tracked delivery. Items which are damaged during the return transit due to inadequate packaging will not be eligible for refund.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at online.orders@unichem.co.nz

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

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at online.orders@unichem.co.nz

Consumer Guarantees Act

We will meet our obligations under the Consumer Guarantees Act and any product which is faulty, damaged, expired or which causes an allergic reaction can be returned at any time for a full refund, including the cost of shipping.

Excluded Items

Items of a personal nature, vitamins, medicines, underwear and opened items, or items sold on mark down or clearance, cannot be exchanged or returned, unless the product is faulty, expired or has caused an allergic reaction. Products which are considered Dangerous Goods, including but not limited to perfume products, aerosols, nail polish and nail polish remover cannot be sent via courier unless explicitly declared to the courier as Dangerous Goods.

This returns policy only relates to general medicine available and purchased from this site and does not apply to restricted medicines or prescription medicines purchased or dispensed from our physical pharmacies.

In-Store Returns

If you purchased the item from one of our pharmacies, please talk to the store directly, as in-store returns policy may vary.