Returns Policy


While the Consumer Guarantees Act and Fair Trading Act provide the basis for Materia Medica Limited’s returns policy, we go above and beyond the expectation of these two statutory laws. This policy provides you peace of mind while trading with Materia Medica Limited.


Consumer Guarantees Act 1993
The Consumer Guarantees Act sets out minimum standards for goods sold by Materia Medica Limited. In the event that goods sold are faulty or otherwise defective, Materia Medica Limited is obliged to recall, replace or refund.

Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of Materia Medica Limited’s promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.


To be eligible for a return, you must notify Materia Medica Limited to provide reason(s) for return within 30 days of purchase. If your return is eligible, goods must be sent back to Material Medica Limited, received and sighted, before any refund, credit or exchange is actioned. Your item(s) must be unopened and in the same condition that you received it, otherwise in its original packaging and resalable condition unless faulty or otherwise defective.

If 30 days have gone by since your purchase date, unfortunately we cannot offer you a refund, credit or exchange unless Materia Medica Limited chooses to exercise their discretion. Please do not send your purchase(s) back to the manufacturer. Kindly email all return requests to Materia Medica Limited


If you are returning an item or items, it is strongly advised that you use a shipping or courier service with tracking, where signature is required. We cannot process refunds, credits or exchanges without first receiving the returned item(s). You are responsible for paying for your own shipping costs for returning your item (unless specified), and shipping costs are non-refundable. All approved returns should be sent to: Materia Medica Limited at Suite V/6 Rosedale Road, Windsor Park, Auckland 0632 New Zealand.


Refunds will be issued at the discretion of Materia Medica Limited. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund promptly. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 5 working days. Alternatively, you may choose to keep the credit on your account, to be applied to your next order with us.

Partial refunds (if applicable)
There may be certain situations where only partial refunds are granted at the discretion of Materia Medica Limited:
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error, and
– Any item that is returned more than 30 days after delivery.

Late or missing refunds (if applicable)
It may take some time before your refund is posted back to you. If you haven’t received a refund yet, please check your bank records or contact your bank or payment institution for possible delays. There is often some processing time before a refund is posted. If you still have not received your refund yet, please do not hesitate to contact our friendly staff at


Only regular priced items may be refunded. Unfortunately promotional and sale items cannot be refunded. Regular wholesale discounts are not considered promotional and sales items.


We only replace items if they are faulty or otherwise defective. All other exchanges are at the discretion of Materia Medica Limited. If you wish to request for an exchange, please send us an email at