Deliveries, Returns Policy and Terms & Conditions

Auckland Health Services

Courier & Freight Deliveries

We strive to dispatch items the same day we get payment confirmation, however, please allow 1-2 days for processing. Once your order is dispatched for delivery, you will receive a track-and-trace link to follow your delivery. Delivery times below are estimates only and could vary on location and local disruptions.

  • Estimated North Island delivery time: 1-3 days
  • Estimated South Island delivery time: 5-8 days

Please keep in mind that these are approximate times, not guarantees. However, if you do have any difficulties, please contact us at [email protected] for general inquiries or [email protected] for sales related inquiries. You can also phone us on 0800 247 472 and we will assist you. Unless otherwise specified, all deliveries require a signature upon receipt.


You will be informed when your order is available for pickup. Collections are available by arrangement from: Auckland Health Services – 20B Cain Road, Penrose, Auckland. Collection hours are Monday – Friday from 8:30
a.m. to 4:30 p.m. Orders need to be collected within 5 working days. If you require collection beyond the 5 day period; Please contact us at [email protected] for general inquiries or [email protected] for sales related inquiries. You can also phone us on 0800 247 472 and we will assist you if you have any queries about the status of your collection order.

Split Orders for delivery

There may be a case where we may need to split your order over multiple deliveries. This may be due to the type of items in your order, availability and where the item is coming from. You will not be charged extra if this occurs and you will receive a separate tracking email for each shipment.

Please note that we only deliver to PHYSICAL residential or business addresses in New Zealand.

We do not ship internationally at this time.

Please also note that if your order needs to be delivered to Waiheke Island, Great Barrier Island, Chatham Island or a Rural area, an extra shipping fee may be incurred. In such cases, we will contact you prior.

Returns & Refund Policy

Most items can be returned within 14 days of purchase. However, larger freight items and used items that pose hygiene risks, such as toilet frames and commodes, cannot be returned.

Cancelling an order

If you make a mistake or wish to cancel your order, please email us immediately. We can halt the processing and process a refund if the order has not yet been confirmed.

Products removed from packaging

For larger items such as walkers, wheelchairs etc, refunds are considered on a case-by-case basis due to the nature of the product and delivery. Please choose carefully and contact our team if you would like guidance with your product selection.

Faulty items

If the item/s is faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

Damaged or incorrect items

If your order is damaged or incorrect, please contact us immediately. We will investigate with our couriers and arrange for the damaged item to be collected. We may require you to email us a photo of the damage. We will provide a refund or a replacement once we have received the item and confirmed the damage. Defective items will be replaced free of charge.
Please read product descriptions carefully, as photos may differ slightly in colour due to lighting or monitor settings.

Change of mind or wrong size etc

If you need to exchange a product because you changed your mind, received the wrong size, or it did not meet your expectations, we will be happy to help you. However, the product must be in its original packaging,

unused and undamaged. Please note that you will be responsible for the shipping costs of the unwanted product’s return/collection and the delivery costs of the new product. If you prefer, we can organise the collection for the return, but in this case, a collection fee will apply.
If you want to change your order, please send us an email, and we will do our best to accommodate your request. However, if your order has already been processed and shipped, we will have to wait until you receive the product before proceeding with the return or exchange.

Our return policy is valid for 14 calendar days (depending on the product) after delivery. If you receive an order outside this time frame, we won’t be able to accept a return or exchange, and unfortunately, we cannot offer a refund or exchange.

Returning a product that we are offering FREE SHIPPING on?

Please be aware that if you have purchased a product with “FREE SHIPPING” and you want to return it because it is not suitable or you have changed your mind, a shipping and collection fee will be deducted from your refund after confirming the re-sellable condition of the product.

Refunds will not be granted due to longer than expected processing or shipping times. All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, we will order a replacement item that will be shipped to the original shipping address listed at the time the original order was placed.

Our Responsibility

  1. Faulty/Damaged Product: the product has a manufacturing defect.
  2. Wrong Item Sent: we sent you the incorrect product, colour or size, or a different product than the one showing in your order.

Your Responsibility

  1. You ordered the wrong size or colour, or the wrong product:
    We do not refund; we accept Return for Exchange and there will be a collection and shipping charge.
  2. Incorrect Shipping address:
    We are not responsible for orders not received due to incorrect shipping addresses entered by a customer at the time of purchase.
    Please ensure you provide us with the correct address (unit number, street number, street name, suburb, city, region, postcode – you also have a space in the checkout area to add any specific delivery instructions, if needed).
    If you made an error in the address and the package is returned to us, we are happy to re-ship, however, you are required to pay for the cost of the re-shipment.
  3. You changed your mind after placing the order:
    We are not required to refund, however, please contact us as soon as possible as we may be able to assist with an exchange.

Return / Exchange Process

Please follow the instructions below if you would like to request an Exchange / Return:

  1. Take a photo of the item – if the issue is regarding the size, please use a ruler to show the size.
  2. Send an email to [email protected] with the subject line “Order # [insert your order number] Replacement Request”.
    Please make sure to include the following information:
    – The photo(s) of the item(s)
    – A detailed description of the issue with the product
    – Your Order Number (If there are multiple products in an order, please identify the product with the issue)

Our support team will respond to your request within 2 business days and provide instructions on how to proceed with the return or exchange.
In case you are exchanging a product, please note that you will be responsible for the collection and shipping costs. We can arrange a collection or provide you with the address to send the product to. Please let us know your preference.

Late or missing refunds (if applicable)

If you made your payment using a Visa, Mastercard, or AMEX credit/debit card, the refund payment will be credited back to the same card. On the other hand, if you paid via bank deposit, please provide us with your banking information so that we can transfer the refund amount directly to your account.

In case you haven’t received your refund yet, we suggest you contact your bank as most banks normally process refunds within 10 working days.

However, if you still haven’t received your refund even after 10 working days, please feel free to reach out to us at [email protected] and we’ll be happy to investigate and resolve the issue for you.