Terms & Conditions

Website Use, Pharmacy Services and Patient Rights

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

Throughout these Terms & Conditions, “Northwest Pharmacy”, “we”, “our”, and “us” refer to the company responsible for the relevant product, service, or patient record. 

These Terms & Conditions govern the use of our website, online shopping, prescription requests, appointments, pharmacy products, and healthcare services. By using our website or requesting a service, you agree to these terms to the extent permitted by law. Nothing in these terms limits your statutory rights. 

Separate policies apply to Delivery, Returns, Refunds & Complaints, and Privacy & Health Information. Where aged-care or organisational services are subject to a separate written agreement, that agreement governs the applicable arrangements, subject to law. 

1. Who May Use Our Services

By accessing our website, placing an order, submitting a prescription request, or booking a service, you agree to comply with these terms to the extent permitted by law. 

You agree to:

• Provide accurate and current information.
• Use our website and services lawfully.
• Only submit information on behalf of another person if you are authorised to do so.

Parents, guardians, carers, and authorised representatives may request services on behalf of patients where permitted by law. Healthcare services for children and young people remain subject to applicable consent, competency, and clinical requirements. There is no general requirement for patients to be 18 years old to receive pharmacy care. 

We may restrict misuse of our website, investigate suspected fraudulent activity, or decline a transaction where there are reasonable legal, safety, or security concerns. 

2. Products and Pharmacy Services

Northwest Pharmacy provides a range of pharmaceutical and healthcare services, including:

• Dispensing funded and non-funded prescription medicines
• Pharmacist-only and pharmacy-only medicines
• Over-the-counter medicines and healthcare products
• Repeat prescription services
• Vaccinations, pharmacist consultations, and health screenings
• Automated medication packing, including blister packs and medication sachets
• Medication delivery and courier services
• Medication management for aged-care and disability support providers
• Palliative care medication supply and support
• Other pharmacy services offered from time to time

Products and services are subject to availability, professional assessment, eligibility requirements, and applicable New Zealand laws. We may change or discontinue services where reasonably necessary while continuing to meet our legal and clinical obligations. 

3. Prescription Medicines and Pharmacist Judgement

Prescription medicines will only be dispensed when all legal, clinical, and professional requirements are satisfied. Our pharmacists may require:

• A valid prescription from an authorised prescriber
• Verification of prescription details and patient identity
• Information about allergies, medical conditions, medications, or treatment history
• Clarification or authorisation from the prescriber
• Additional clinical assessment where appropriate

Submitting a prescription or repeat request does not guarantee supply of a medicine. Pharmacists retain professional responsibility for dispensing decisions and may delay, modify, or decline supply where there are concerns regarding medication safety, prescription validity, stock availability, or legal compliance. Where appropriate, alternative arrangements or referrals will be provided. 

4. Repeat Prescription Requests

Our online repeat prescription service allows patients and authorised representatives to request medicines for collection or delivery. A repeat request is not a new prescription and does not automatically authorise supply. 

All requests remain subject to:

• Prescription validity
• Available repeats
• Pharmacist assessment
• Stock availability

We recommend submitting routine requests at least 12 hours in advance and allowing extra time where a new prescription or prescriber approval is required. 

For urgent medication requests, please phone the pharmacy rather than relying solely on online forms. We may contact your prescriber, care provider, or authorised representative when necessary to complete or clarify a request.

5. Appointments and Consultations

Appointments may be available for:

• Vaccinations
• Health assessments
• Pharmacist consultations
• Medication reviews
• Other clinical services

Availability is subject to confirmation and certain services may require eligibility assessment, clinical suitability review, or consent. 

Some services are provided free of charge while others may incur fees. Any applicable fees will be explained before the service is provided. We may reschedule or cancel appointments where clinically or operationally necessary and will make reasonable efforts to notify patients. 

Website information is general in nature and does not replace individual clinical advice. For medical emergencies, call 111. 

6. Prices, Payments and Funding

All prices displayed on our website are in New Zealand Dollars (NZD) and include GST where applicable unless otherwise stated. 

Funded prescription medicines may be supplied without prescription charges where eligibility and funding requirements are met. Non-funded medicines, retail products, and certain healthcare services may attract fees. 

Prices may change due to supplier costs, availability, funding changes, or other legitimate circumstances. Where charges apply, payment may be required before dispatch of an order or delivery of a chargeable service. 

If a pricing or listing error occurs, we will contact the customer and explain available options before proceeding. Any additional charges will be disclosed before payment is completed. 

7. Delivery and Safe Handover

We provide local delivery and eligible nationwide courier services. Same-day local delivery requests are subject to the conditions and cut-off times outlined in our separate Delivery Policy:

• Monday to Friday: 6:00 PM
• Saturday and Sunday: 4:30 PM

Submitting an online delivery form does not guarantee delivery. Medicine safety, delivery security, and consumer rights remain priorities. Please refer to our Delivery Policy for further details regarding delivery areas, timeframes, special handling requirements, and missed deliveries. 

8. Care Facilities and Organisational Services

Northwest Pharmacy provides medication management and supply services for:

• Aged-care facilities
• Residential care providers
• Disability support organisations
• Other healthcare facilities

Services may include:

• Medication packing
• Dispensing services
• Chart-related communication
• Urgent medication supply
• Controlled drug services
• Clinical advice
• Medication delivery

Care facilities and authorised staff must provide accurate patient information, medication instructions, and authorised medication requests. Pharmacists retain independent professional responsibility for dispensing decisions. 

9. Order Changes, Refunds and Complaints

Please contact us promptly if:

• You need to change an order
• An item is faulty or incorrectly supplied
• You wish to raise a concern or complaint

Prescription medicines and certain healthcare products generally cannot be returned because of a change of mind. This does not affect your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. Please refer to our Returns, Refunds & Complaints Policy for full details. 

10. Website Information and Availability

We aim to keep website information, pricing, product descriptions, and service information accurate and up to date. However, errors may occasionally occur and information may become outdated. Products, funding arrangements, prices, opening hours, and service availability may change without notice. 

Where an error materially affects an order or service, we will take reasonable steps to correct it and notify affected customers. We cannot guarantee uninterrupted website availability and may temporarily restrict access for maintenance, updates, or security reasons. 

11. General Medical Information

Health information published on this website is provided for educational and informational purposes only. It does not replace personalised professional medical advice, diagnosis, or treatment. 

Clinical decisions should always be made with consideration of the patient’s individual circumstances, medical history, and current medications. Patients should seek advice from a suitably qualified healthcare professional regarding treatment concerns. 

12. Website Content and Intellectual Property

Unless otherwise indicated, all website content, branding, logos, text, designs, photographs, and materials belong to Northwest Pharmacy or their respective rights holders. Content must not be reproduced, distributed, or used commercially without permission except where permitted by law. 

13. Consumer Rights and Liability

Nothing in these Terms & Conditions excludes, restricts, or modifies rights, remedies, guarantees, or obligations that cannot legally be excluded under New Zealand law. This includes rights under:

• Consumer Guarantees Act 1993
• Fair Trading Act 1986
• Privacy Act 2020
• Health Information Privacy Code 2020
• Medicines Act 1981
• Code of Health and Disability Services Consumers’ Rights

To the extent permitted by law, we are not responsible for losses arising solely from circumstances outside our reasonable control where we have complied with our legal and contractual obligations. We do not exclude liability where such exclusion would be unlawful. 

14. Governing Law and Updates

These Terms & Conditions are governed by New Zealand law. Any disputes will be addressed through applicable New Zealand legal or regulatory processes. 

We may update these Terms & Conditions periodically to reflect changes in legislation, services, or business practices. Updated versions will be published on this website together with a revised effective date. Changes will not retrospectively remove rights already acquired or override existing agreements where unlawful. 

15. Contact Us

Northwest Pharmacy
Website: www.northwestpharmacy.co.nz
Email: info@northwestpharmacy.co.nz

Hobsonville Pharmacy
Phone: 09 416 0405

Kumeu Pharmacy
Phone: 09 281 4848