Returns, Refunds & Complaints Policy

Consumer Rights, Medicine Returns and Patient Complaints

Last Updated: 29 October 2026

Introduction and Responsible Businesses

Northwest Pharmacy operates through:

Baraka Health Limited
Northwest 7 Day Pharmacy
98 Hobsonville Road, Auckland 0618

New Zealand Pharmacy Services Limited
Northwest Pharmacy Kumeu
Units 5 & 6, 1 Putaki Drive, Kumeu, Auckland 0810

In this policy, “Northwest Pharmacy”, “we”, “our”, and “us” refer to the company responsible for the relevant product, service, or patient record. 

This policy explains order changes, returns, refunds, exchanges, and the process for raising product, service, healthcare, and privacy concerns. Nothing in this policy limits rights provided under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or the Code of Health and Disability Services Consumers’ Rights. 

1. Your Rights When Goods or Services Are Faulty

Products supplied by Northwest Pharmacy must meet applicable consumer guarantees under New Zealand law, and services must meet relevant professional and legal standards. 

Where a product:

• Is faulty
• Is incorrectly supplied
• Is unsafe
• Is not as described
• Does not meet a consumer guarantee

an appropriate remedy will be provided in accordance with New Zealand law. Depending on the circumstances, remedies may include:

• Repair
• Replacement
• Refund
• Compensation where legally required

We will assess all issues fairly and promptly. 

2. Change-of-Mind Returns

We are generally not required to accept returns or provide refunds simply because a customer changes their mind. 

Where we choose to accept a return or exchange, any applicable conditions will be explained at the time. Any voluntary return policy is in addition to, and does not replace, your legal consumer rights. 

3. Prescription Medicines and Medicine Safety

Prescription medicines and certain healthcare products generally cannot be returned to saleable stock once supplied because their storage conditions and product integrity can no longer be guaranteed. 

For this reason:

• Change-of-mind refunds are not usually available for dispensed medicines.
• Change-of-mind exchanges are not usually available for dispensed medicines.

This does not affect your rights where a medicine:

• Was supplied incorrectly
• Is defective
• Otherwise fails to comply with applicable law

If you believe medication has been supplied incorrectly, contact the pharmacy immediately and do not use the medicine until you have received advice from our team. 

4. Unwanted and Expired Medicines

Patients may return unwanted or expired medicines to a pharmacy for safe disposal, subject to appropriate handling requirements. 

Please note:

• Medicine disposal services do not create a right to a refund.
• Staff can provide guidance on safely transporting medicines to the pharmacy.

5. Changing or Cancelling an Order

If you need to amend or cancel an order, please contact the pharmacy as soon as possible. 

We will make reasonable efforts to accommodate changes before:

• An order is processed
• A prescription is dispensed
• A medicine is specially prepared
• Goods have been dispatched

Once these stages have occurred, changes or cancellations may be restricted by legal or safety requirements. 

Where we cannot safely or lawfully supply paid-for goods, we will offer an appropriate replacement, alternative solution, or refund where required by law.

6. Delivery Problems

If an order is:

• Late
• Missing
• Damaged
• Delivered incorrectly

please contact Northwest Pharmacy as soon as possible. 

Where delivery has been arranged by Northwest Pharmacy, we remain responsible for resolving delivery issues in accordance with the Consumer Guarantees Act 1993. Depending on the circumstances, we may:

• Investigate with our driver or courier
• Arrange a replacement
• Provide another appropriate remedy
  
  

For delivery procedures and service timeframes, please refer to our Delivery Policy. 

7. How to Request a Return or Refund

To help us assess your request, please provide:

• Your full name
• Contact details
• Order or prescription reference (if available)
• The product or service concerned
• A description of the issue

We may request supporting information such as:

• A receipt
• Photographs
• Additional details relevant to the issue
  
  

Any information collected will be handled in accordance with our privacy obligations and health information requirements. 

8. Patient and Healthcare Service Complaints

Every patient has rights under the Code of Health and Disability Services Consumers’ Rights, including the right to:

• Respectful treatment
• Effective communication
• Adequate information
• Appropriate standards of care
• Informed consent
• Privacy and confidentiality
• Make a complaint
  
  

Complaints may be submitted:

• In person
• By phone
• By email
• In writing
  
  

Complaints may also be raised on behalf of a patient where appropriate. We will handle concerns fairly and without disadvantaging anyone for making a complaint. 

9. Healthcare Complaint Response Process

If a complaint is not resolved within five working days, we will acknowledge it in writing within that timeframe. 

Within 10 working days of the written acknowledgement, we will either:

• Decide whether the complaint is justified, or
• Advise what additional investigation is required

If more than 20 additional working days are required to investigate, we will advise the patient and explain the reasons. 

We will:

• Communicate our findings and decision
• Explain the reasons for that decision
• Outline any corrective actions
• Provide progress updates at least monthly where applicable

10. Independent Advice and External Complaints

If you are not satisfied with the outcome of your complaint, you may contact:

Health and Disability Commissioner (HDC)

• Website: Health and Disability Commissioner
• Phone: 0800 11 22 33
  
  

Nationwide Health and Disability Advocacy Service

• Website: Health Advocacy Service
• Phone: 0800 555 050

Office of the Privacy Commissioner

For privacy-related complaints:

• Website: Office of the Privacy Commissioner
• Phone: 0800 803 909
  
  

Consumer disputes may also be referred to relevant New Zealand dispute resolution or legal processes. 

11. Contact Information

For customer service, returns, refunds, delivery issues, or healthcare complaints:

Northwest Pharmacy
98 Hobsonville Road
Auckland 0618

Email: info@northwestpharmacy.co.nz

Phone: 09 416 0405

Privacy-Related Enquiries

Abdul Eraki
Privacy Officer for Baraka Health Limited and New Zealand Pharmacy Services Limited

Please use the contact details above for all privacy-related requests or complaints. 

12. Policy Updates

We may update this Returns, Refunds & Complaints Policy from time to time to reflect changes in legal requirements, business practices, or pharmacy services.

The latest version and revision date will always be published on our website.