SHIPPING and RETURNS
When will my order be shipped?
After payment has been confirmed we aim to ship all items within 2 working days from the time of order from our Wellington warehouse.
How will my order be shipped?
We choose to use PBT as our preferred shipping company for all delivery’swithin New Zealand. A track and trace service is available if required.
How long will it take for the item to reach me?
Once your order has been shipped you will receive a confirmation email. Delivery times will depend on the size of the item and your location within NZ. In some locations you may need to allow up to 5 business days for delivery.
If have special delivery requirements, what should I do?
We aim to meet all of your delivery requirements. However you MUST specify these when placing your order. We cannot guarantee it but we will do our best to meet your requirements. In the case that we are unable to meet your delivery requirements a customer support representative will be in touch with you.
Do you offer international delivery?
Currently we are unable to offer shipping outside of New Zealand.
What should I do if I need to return a product?
We pride ourselves on exceptional customer service and want our customers to be 100% happy. If you would like to return a product then please call us on 0800 Medix 21 (0800 6334921) to discuss the issue.
Can I get a refund?
If a product(s) is unsuitable or you have changed your mind, we will refund you within 5 working days of receiving the product(s) back into our store, provided that the product(s) condition meets our requirements and you have proof of purchase.
What condition does a product need to be in if I return it?
The product(s) will be inspected and must be; in 'as-new' condition; have original packaging, swing tags, instructional manuals and all other included material.
Please note that we CANNOT provide a refund for any product(s) that have been worn e.g. the HipSaver range.
How long do I have to return a product?
You have 5 business days from date of delivery to return your product back to our store.
Often parcels get lost if you write 'Return to Sender' and we are not responsible to honour refunds if a parcel is lost in this way. We recommend using a trackable or insured postage method.
Do I pay for the return cost?
We do ask that you cover the cost of the return if the product(s) is unsuitable or you have changed your mind. In the event that the product is faulty, damaged and/or is warrantable then the cost of return shipping will be refunded.
Where do I return the goods to?
All returns can be shipped (with proof of purchase) to:
Medix 21 On Line Store, 7 Mana Esplanade, Paremata, Wellington
What should I do if the product(s) arrive damaged?
We take great care in packaging our product(s) ready for delivery however in the event that your product(s) arrives damaged then you must notify us immediately. Emailed photos of the damage will be required and sent to firstname.lastname@example.org for review.
When will my refund be processed?
As soon as your return meets the conditions for refund we will send a confirmation email to let you know your refund has been issued. Please allow 1 - 3 working days for your refund to appear in your account. We will always do our best to process all returns as soon as possible however please allow 3 - 5 business days for your return to be fully processed by our team. If you have posted your return but haven’t heard back, please feel free to contact us and we can look into this for you.