Pharmacy Direct's Returns Policy

Returns Policy
Returns and refunds only for items purchased from pharmacy direct
Pharmacy Direct's 7 Day Rule

You may return an unopened item* that is still in its original packaging within SEVEN days of receiving your order (as recorded by the courier) for an online credit voucher for the value of the product - excluding the original shipping fee. The customer is responsible for any return shipping fee that may incur from returning the ‘Change of Mind’ item(s).

If you have chosen the wrong item, you may use the above 7 day ‘ change of mind  ‘ rule. Unfortunately we cannot swap out, you will need to place a new order. You may also be required to pay shipping on that new order as it was not an error from Pharmacy Direct.

Please contact customer services first, to get your return code. Please include your order number as well. Email:

*Some exclusions apply - see bottom of page for exclusion details.

Some common reasons to request a refund:

If you have a defective/faulty item, please contact our customer services team via email in the first instance to advise us. Please make sure your email includes the following where possible:

  • Order Number #
  • Photos of Item(s) that are faulty
  • Photo of Expiry Date
  • Photo of Batch Number (where applicable)
  • If allergic reaction, please describe what happened and if you have any photos (general areas only ie arms/legs e.t.c)

We will contact the supplier and advise them what has happened. Once they advise us of what they are going to do (ie replace/credit/further info required), we will update you as soon as we hear from them. If the fault/defect is substantial, we will issue an immediate refund, including the shipping fee where applicable (NZ Wide).

If we have picked the wrong item and sent it to you, please let us know immediately by emailing our customer services team. We will send you the correct item (if in stock) and a return courier bag / ticket, so you can return the incorrect item to us. If the original item is now not in stock, we will advise you we cannot source it, and will refund for that item. Please note that refunds take up to 5 days to process.

MISSING ITEMS ON YOUR INVOICE - Prestige Fragrances/Prestige Skin/Hair/Cosmetics Care items.
If you have an item missing on your invoice and it's either a Prestige Fragrance, or a Prestige Hair/Skin/Cosmetic Item, please note that those specific items will come to you directly from the international supplier. You would have answered ‘ YES’ to understand that items take between 10 - 15 working days to receive from them. We will send out the Pharmacy/General Health items from our warehouse. This only applies to Prestige Fragrances, and Prestige Skin/Hair/Cosmetic items.

MISSING ITEMS ON YOUR INVOICE - Pharmacy, General Health items
If you have a missing Pharmacy or General Health Item, please email our customer services team and advise us what is missing from your order.

If an International Parcel has been returned to us as it was rejected at Customs / you have rejected the parcel due to Customs taxes/extra charges being applied, then we will refund your order once it returns to our building here in New Zealand (not before), minus the shipping cost & cost of any *Exclusions.  You may also incur a 15% restocking fee. Please check with your local customs for any extra taxes/customs charges that might apply to the items purchased. Pharmacy Direct is not liable for these charges.

*Exclusions include (but are not limited to) Honey, foodstuffs or other perishable items.  

If you have placed an order for LARGE quantities of one or more items, our Customer Services team will contact you, prior to ordering the item(s), and advise that these will need to be procured for you.  These items will be non-returnable & non-refundable so ONLY after you have replied to accept this will we order the item(s) for you. We will also make a note on your invoice that these are procured items. Please note that Large quantities of items are usually considered for Business or Resale purposes, and as such they are not covered under the Consumer Guarantees Act.


  • *Prescription Medicines. Prescription Medicines cannot be returned/refunded/exchanged as it is against the law to re-dispense medication. If you are not sure about side effects or you have not taken the medication before, we suggest you receive your medication monthly
  • *Honey. Honey is not allowed to be imported into specific states / countries - please go to our Shipping page for the current list
  • *Perishable items sent overseas. Perishable items that are sent overseas where we have no control over the temperature during transit there and back
  • *Lost/Stolen/Misplaced NON TRACKABLE Standard International Shipping. This is not an insured shipping option, so if your international order is lost/stolen/misplaced and you chose this international shipping option, we are not able to refund your order.
  • *R18 Adult Toys - Due to Hygiene/Health reasons with Adult Product Toys, we are not able to refund or exchange an item if you change your mind, so please choose your item carefully. If it is the manufacturer's fault, please contact our Customer Services team via email and give us a brief explanation of what has happened. We will get in touch with the supplier and then let you know what they will do once they investigate more. This must be within SEVEN days of receiving your order.
  • *Prestige Beauty Items/Fragrance. - If you have received an item in error directly from the Prestige Supplier, please contact us and we will contact the supplier and advise what they are going to do. If you have chosen the incorrect item yourself, Then you are welcome to send back the item directly to the International Supplier, and once received, they will credit you. This must be sent back within THIRTY Calendar days of receiving your order.
  • *Clearance Items / Short Dated Items / Discontinued Items. - Please note that we are unable to accept back clearance stock / short dated stock (where it was purchased knowing it is short dated as stated in the product title on your invoice at the time of purchasing) / discontinued stock, for exchange or refund because you have ordered the wrong item, or you have changed your mind, so please purchase carefully.

Before returning any goods for credit/refund, please contact our Customer Services Team to see if the matter can be resolved. This may save you unnecessary shipping costs.


- Email us:
- Phone us: +64 9 414 0302, Outside Auckland (within NZ) 0800 742 762
- Customer Service Hours: Monday - Friday 9am - 5pm (Customer Service is not available on Weekends or NZ Public Holidays)
- Physical Address: 45 Paul Matthews Road, Rosedale, Auckland 0632
- PO Box - PO Box 303-066 North Harbour, Auckland 0751

Please ensure that you enclose your proof of purchase (receipt or packing slip/invoice) along with your returns number and order # on the outside of the parcel.

Please ensure that all goods are wrapped securely and appropriately and arrive to us UNDAMAGED (THIS INCLUDES THE MANUFACTURER'S OUTER PACKAGING)Goods returned in an unsellable condition will not be refunded/credited.

Nothing in this Policy purports to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the New Zealand Consumer Guarantees Act and other laws.
Please note that the Consumer Guarantees Act (CGA) will only apply to items purchased for personal, domestic or household use. Items purchased for Business purposes or Resale are not covered under the Consumer Guarantees Act.



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