Returns Policy

Kensington Pharmacy – Refund & Returns Policy

At Kensington Pharmacy, we aim to ensure every customer is confident and satisfied with their purchase. While our team is always happy to help you choose the right product, please choose carefully — we are not required to provide refunds for change‑of‑mind purchases.

We comply with the Consumer Guarantees Act (CGA) and are committed to fair, transparent, and helpful service. The following policy outlines when refunds, replacements, or returns may be available.

Faulty or Not as Described Products

If a product is faulty, defective, or not as described, we will provide a refund, replacement, or repair in accordance with the CGA.

• Items may be assessed by the manufacturer or supplier to determine the nature of the fault.
• We may decline a refund or exchange if the issue has resulted from misuse, accidental damage, incorrect storage, or neglect.

Please do not return products directly to the manufacturer.

Returns & Exchanges (Online Purchases)

We are committed to providing high‑quality products. You may request a return or exchange if:

• • The purchase was made within the last 14 days,
  • The item is unopened and in original condition, and
  • The product is eligible for return (not listed as non‑returnable).

Before returning any item, please contact us:

(09) 437 3722

retail@kenpharm.co.nz

If you have changed your mind, you may be eligible for an exchange or store credit. Return shipping costs are the responsibility of the customer.

If you wish to exchange a product, we will confirm whether the alternative item is available.

Change‑of‑Mind Returns (In‑Store Purchases – Discretionary)

While not required under the CGA, we may accept change‑of‑mind returns at our discretion if:

• • Proof of purchase is provided
  • The request is made within 30 days
  • The item is unused, unopened, and in original packaging
  • All booklets, accessories, and components are included
  • The product is in re‑saleable condition
  • The customer covers any return shipping costs

Approval is not guaranteed and is assessed case‑by‑case.

Items That Cannot Be Returned

For legal, safety, or hygiene reasons, the following cannot be returned unless faulty:

• • Medicines (as defined by Medsafe)
  • Opened or used cosmetics, vitamins, or consumable health products
  • Personal items (e.g., underwear, compression garments)
  • Made‑to‑order or specially ordered items
  • Sale or clearance items
  • Gift cards

These items are strictly final sale unless faulty under the CGA.

Damaged, Lost, or Incorrect Deliveries

If your product arrives damaged, incomplete, or incorrect:

• • Do not discard the packaging.
  • Do not sign for the parcel if damage is visible.
  • Contact us immediately by phone or email.

You must notify us of damage, lost deliveries, or missing items within 10 days. Failure to do so may result in the claim being declined.

Kensington Pharmacy reserves the right to determine whether a product will be refunded, repaired, or replaced. Items damaged through customer misuse or incorrect storage will not be accepted.

Order Cancellations

Orders may be cancelled only if:

• • The product is unused and re‑saleable, and
  • The request is made within 30 days

A 10% restocking fee and handling/shipping costs apply.

Sale or clearance items cannot be cancelled unless faulty.

Refund Processing

Once we receive and inspect your returned item:

1. 1. You will receive a confirmation email
   2. Approved refunds will be processed within 5 business days
   3. Refunds are issued to the original payment method only (no cash refunds for card payments)

If Your Refund Is Declined

If the product is not received in re‑saleable condition:

• • We will notify you by email
  • You may collect the item from the pharmacy within 14 days

Unclaimed items may be disposed of at our discretion.

How to Arrange a Return

All returns must be pre‑arranged.

Once approved, send items to:

Kensington Pharmacy

4 Kensington Ave

Whangarei 0112

Northland

New Zealand

For items over $75, we recommend using a tracked shipping service.

The customer is responsible for ensuring items arrive safely.

Need Help?

If you are unsure whether your item qualifies for a return or need assistance, our friendly pharmacy team is always here to help.