Refund policy

1. Order Cancellations

• Customers may cancel their order before it has been processed and
  dispatched. To request a cancellation, please contact us immediately at Lake
  Road Pharmacy.
• If the order has already been shipped, or left the pharmacy, it cannot
  be cancelled. Customers may refer to our refund and return policy below.

2. Returns & Refunds

2.1 Prescription Medications

• Due to health and safety regulations, we cannot accept returns or offer
  refunds for prescription medications unless they are faulty, damaged, or
  incorrect.
• If you receive an incorrect or damaged prescription item, please contact
  us within 48 hours of delivery.

2.2 Non-Prescription & Over-the-Counter (OTC) Products

• Returns are accepted within 14 days of purchase, provided the
  product is unopened, unused, and in its original packaging.
• Items must be accompanied by proof of purchase (receipt or invoice).
• For hygiene and safety reasons, we cannot accept returns on certain
  items such as baby formula, personal care items, or medical devices unless they
  are faulty.

2.3 Faulty or Incorrect Items

• If you receive a faulty, damaged, or incorrect item, please notify us
  within 48 hours of delivery with photographic evidence. We will offer a
  replacement, exchange, or full refund, including shipping costs where
  applicable.

3. Refund Process

• Approved refunds will be processed within 5–10 business days and
  credited to the original payment method.
• If you do not receive your refund within this timeframe, please contact
  your bank or payment provider before reaching out to us.

4. Non-Refundable Items

• Prescription medications (unless incorrect or faulty)
• Opened or used personal care and hygiene products
• Gift cards and promotional items

5. Contact Us

For any queries regarding cancellations, returns, or refunds, please
contact our customer support team at:

 📞 09 925 0403

 📧 orders@lakeroadpharmacy.co.nz