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Returns and Refunds Policy

Home/Returns and Refunds Policy

1. Introduction

At New Zealand Medical & Diagnostics Limited (NZMD), we are committed to supplying products and services that meet the highest standards of quality and reliability. This policy outlines the terms under which returns, refunds, and warranty claims may be made.

This policy applies to all purchases made from NZMD and operates in accordance with:

  • The Consumer Guarantees Act 1993 (CGA) in New Zealand; and
  • The Competition and Consumer Act 2010 (CCA) in Australia.

By submitting a return or warranty request, you acknowledge that you have read, understood, and agreed to this policy in full.

2. Scope and Legal Compliance

NZMD complies fully with the consumer protection guarantees under the CGA (NZ) and CCA (AU). These laws provide that products must:

  • Be of acceptable quality;
  • Be fit for their intended purpose; and
  • Match their description or sample.

If a product fails to meet these guarantees, you may be entitled to a repair, replacement, or refund, as determined by the applicable legislation.

3. Trade or Business Purchases

If goods are acquired for the purposes of trade or business, the provisions of the Consumer Guarantees Act 1993 do not apply. This exclusion is consistent with clause 5.1 of NZMD’s Terms and Conditions.

Business customers therefore agree that:

  • All warranties, representations, and guarantees (whether express or implied) under the CGA are excluded to the maximum extent permitted by law; and
  • The remedies provided under this policy are the sole remedies available.

4. Change-of-Mind Returns

NZMD is not required to provide a refund or replacement if you:

  • Change your mind;
  • Ordered the wrong product; or
  • No longer require the item.

Change-of-mind returns may be accepted at NZMD’s discretion and only if:

  • The request is made within 7 days of delivery;
  • The product is unused, unopened, and in original packaging with all accessories and documentation; and
  • You arrange and cover all return shipping costs.

If approved, a restocking fee may apply. Refunds for discretionary returns exclude the original shipping charge.

5. Defective or Faulty Products

If you believe your product is defective:

  1. Contact NZMDproviding order details, a description of the issue, and supporting photos or video.
  2. Await return authorisation before sending any item. Unauthorised returns may be refused.
  3. Return the item as instructed. You are responsible for the product until it is received and inspected by NZMD.

Upon inspection:

  • If the defect is confirmed under the CGA or CCA, NZMD will provide a repair, replacement, or refund (at NZMD’s discretion), and will cover reasonable return shipping costs and refund the original delivery charge.
  • If the item is found not to be defective or the issue is not covered by consumer law, it will be returned to you at your expense, and no refund will be issued.

6. Refund Process

  • Approved refunds will be processed to your original payment method within 10 business days of inspection and approval.
  • Refunds will not include shipping or handling charges unless the item is confirmed defective under the CGA or CCA.
  • NZMD is not liable for delays caused by courier or banking processes.

7. Non-Returnable Items

For safety and hygiene reasons, the following items are not eligible for return or refund unless proven defective under consumer law:

  • Medical or diagnostic consumables;
  • Sterile items;
  • Opened or used equipment; and
  • Special-order or customised products.

8. Limitation of Liability

To the fullest extent permitted by law:

  • NZMD’s total liability for any claim shall not exceed the purchase price of the product in question; and
  • NZMD is not liable for any consequential loss, damage, or expense arising from the use or misuse of its products.

9. Governing Law

This policy is governed by the laws of New Zealand. For Australian customers, your statutory rights under the Competition and Consumer Act 2010 continue to apply.

10. Contact Us

For all return or warranty enquiries:

New Zealand Medical & Diagnostics Limited (NZMD)
[email protected]
https://nzmdl.co.nz

Last updated: 13/10/2025