Returns Policy

Return & Refund Policy

Effective Date: 10 April 2025
Company Name: Rikimed Ltd
Website: [www.rikimed.co.nz]

At Rikimed Ltd, we stand behind the quality of our medical products and aim to ensure customer satisfaction with every order. However, due to the specialised and sensitive nature of many medical supplies, our return policy has specific conditions outlined below.

This policy applies to purchases made by registered medical professionals, healthcare providers, and authorised institutions within New Zealand.

1. Eligibility for Returns

Returns may be accepted under the following conditions:

  • The product was received damaged, defective, or incorrect.

  • The return request is submitted within 15 business days of receiving the goods.

  • The item is in its original, unopened packaging and in resalable condition.

  • You have received written authorisation from Rikimed Ltd to return the product.

We reserve the right to inspect the returned product before processing a credit, exchange, or refund.

2. Non-Returnable Items

Due to safety, regulatory, and hygiene reasons, the following items cannot be returned:

  • Sterile or disposable medical supplies (e.g. syringes, gloves, dressings)

  • Perishable goods (e.g. temperature-sensitive items)

  • Custom orders or products made to your specifications

  • Items marked as "non-returnable" at the time of sale

  • Products with broken seals or that have been opened/used

If you’re unsure whether a product is returnable, please contact our team before placing your order.

3. Return Process

To request a return:

  1. Email returns@rikimed.co.nz with:

    • Your order number

    • The item(s) you wish to return

    • The reason for return

    • Photographic evidence (if applicable)

  2. If your request is approved, we’ll issue you a Return Authorisation Number (RAN) and instructions for return.

  3. Items must be returned within 10 business days of RAN approval.

Returns sent without prior authorisation will not be accepted.

4. Restocking Fee

Approved returns that are not the result of a Rikimed error may be subject to a restocking fee of up to 50% of the item’s value.

5. Refunds and Credits

Once we receive and inspect the returned item:

  • A credit, exchange, or refund will be issued within 5–10 business days.

  • Refunds are processed using the same method of payment used for the original purchase.

  • Shipping costs are non-refundable, except in cases of our error or a defective product.

6. Damaged or Incorrect Orders

If your order arrives damaged, incomplete, or incorrect:

  • Please notify us within 48 hours of receipt.

  • We will arrange a replacement or refund at no cost to you, depending on the situation.

7. Cancellations

Orders may only be cancelled prior to dispatch. Custom or special-order items cannot be cancelled once confirmed.

8. Contact Us

For return-related queries, contact:

Email: returns@rikimed.co.nz