Chemist Warehouse – Stop Paying Too Much!
Our Returns Policy
Chemist Warehouse Returns Policy

Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993, Sale of Goods Act 1908, and Fair Trading Act 1986 (together, “New Zealand Consumer Law”) because we want you to be satisfied with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you. Nothing in our returns policy is intended to exclude, restrict or modify the application of any NZ Consumer Law.

Please note that goods purchased in New Zealand stores may only be returned in Chemist Warehouse New Zealand stores, and goods purchased at overseas Chemist Warehouse branches can only be returned in their respective countries.

Change of mind returns

If you wish to return an item because you have changed your mind about your purchase, Chemist Warehouse will offer you an exchange or refund provided that:

  1. You return the item within 7 days of purchase;
  2. You produce your original Chemist Warehouse register receipt, online tax invoice or other adequate proof of purchase at the time you return the item;
  3. The item must not have been used or damaged in any way including that
    1. It is in its original packaging including manuals, pamphlets and all accessories;
    2. It is unopened, unused and in its original saleable condition
  4. The product is not one on which a change of mind return is not available (see below).

If these requirements are not satisfied Chemist Warehouse reserves the right not to offer an exchange or refund for change of mind returns.

Goods on which a change of mind return is not available

Chemist Warehouse will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  1. Medicines (Prescribed or Over The Counter)
  2. Baby Formula
  3. Fragrances
  4. Vitamin Supplements
  5. Consumable Products
  6. Face Masks
Other returns

Chemist Warehouse will accept product returns and provide you with an exchange, refund or repair where:

  1. The product is faulty or is not of acceptable quality, or
  2. Significantly different to those shown or described to you, or
  3. The product is not fit for its intended purpose, or
  4. The product is unsafe, and
  5. You can present your Chemist Warehouse register receipt, online tax invoice or other adequate proof of purchase.

Chemist Warehouse may elect to return the product to the manufacturer to determine the nature of the problem. Chemist Warehouse reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods. Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality* and the failure does not amount to a major failure.

*Products must be of acceptable quality, that is:

  1. Fit for their normal purposes
  2. Acceptable in finish and appearance
  3. Free from minor defects
  4. Safe
  5. Durable

Acceptable quality takes into account what would normally be expected for the type of product and cost.

Chemist Warehouse reserves the right to:

Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please note:

  1. Your original Chemist Warehouse register receipt or online tax invoice are the best form of proof of purchase
  2. Refunds will be issued using your original payment method
For Online Orders:

Even though great care is taken in the shipping process, if your item/s arrives damaged, please contact our Customer Service Team to assess the damage and to work out a solution. You may be requested to provide of photograph of your item/s and /or delivery package to aid a speedy resolution.

If you would like to return your online order under our change of mind policy, please contact our customer service team to discuss the correct way to do this.

For returns under New Zealand Consumer Law, please contact our Customer Service Team to arrange collection of the item/s to be delivered back to our Warehouse for assessment, exchange, repair or refund.