Terms and Conditions

The images displayed on the website may not represent the actual product that is shipped, the images are used as an indication only, the title of the product will represent the product shipped and may or may not look like the product indicated in the image provided online. Please contact us if you wish confirmation of the product being shipped. While Patient Advocates Ltd makes every attempt to update our images sometimes they will be out of date. Patient Advocates Ltd reserves the right to ship current manufacturers product and this may not look like the image represented on the website.

The customer agrees to be bound by the sale agreement and accepts its terms and conditions (unless the customer has signed a separate formal purchase agreement with patient Advocates Ltd, in which case the separate agreement shall govern)

Formation of Contract

The contract is formed only when the goods are dispatched by the seller.
Consumers Guarantees Act 1993
Where the buyer is acquiring the product for the purpose of business then the Consumers guarantees Act 1993 shall not apply. In the event the buyer is acquiring the product for purposes other than that of a business, the conditions of sale shall be interpreted subject to the purchaser’s rights under the Consumers Guarantees Act 1993, to the intent that no provisions shall any way limit the buyer’s right under the Act.

Force Majeure

Patient Advocates Ltd will not be liable to the buyer for any loss or damage directly or indirectly arising out of or in connection with any delay in delivery of the goods, or failure to perform any terms of this contract where such delay or failure is caused directly or indirectly by any act of God, fire, armed conflict, labour dispute, civil commotion, intervention of a government, inability to obtain labour, materials or facilities and accidents, interruptions of, or delay in transportation or any other cause beyond the seller’s control

Disputes and Proper Law

Any claims or disputes arising hereunder shall be subject to arbitration in accordance with the Arbitration Act 1996. The contract including these terms and conditions of sale shall be governed by New Zealand law.

Returns and Refunds

Guarantee and product returns

Any problems will be addressed in a friendly and efficient manner, your satisfaction is very important to us.

Return of unwanted products

If you have changed your mind about a product and it is in re-saleable condition (unopened, with undamaged packaging) you can return it within 14 days of receipt for a full refund.
Please package your returned product well (products that have been damaged in transit back to us will not be refunded) and return it to us with your order number to the following address:

Patient Advocate Ltd
PO Box 15032
Tauranga 3114
New Zealand
Invoice number: _______

Once your return has been received, the refund will be issued within 10 days and an email confirmation sent. Refunds will be paid via internet banking and we will ring you to confirm your bank details.

Out of stock products

In the case of you placing an order for a product that is unavailable or there is a delay in delivery, we will contact you via email to advise you of the situation.

Occasionally, products ordered may be temporarily out of stock. In this case we will contact you promptly to make arrangements to either substitute or delete the item, or hold your order until the item becomes available again. We will refund you for any goods we can't supply unless you agree to a substitute.

Damaged in transit

We take every care to ensure your goods reach you in perfect condition and accept full responsibility for products damaged in transit. In the unlikely event your goods do not reach you in a satisfactory condition, please contact us.

We will gladly issue you with a refund or arrange a replacement where possible. Please keep any damaged items and packaging in the same condition as they are received, and email us a photo if possible. This can assist us in making a claim to the courier.

Lost in transit

We use CourierPost’s tracked non-signature overnight delivery service for all parcels in New Zealand. This service provides a track and trace on the CourierPost Track and Trace website. We accept full responsibility for parcels lost in transit with the courier provided we are notified within 7 days. We will resend your goods at no extra cost under the condition that the original parcel is returned to us if eventually delivered. In the case that it does not turn up a Denial Of Receipt will be sent to you by the CourierPost investigation team. This declaration is a legal document and must be signed and returned to CourierPost so we can make claim with the courier. We send replacement products in full faith that our customers will complete this part of the process.

Parcels addressed incorrectly - Our address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.

Faulty products or incorrect products supplied

We endeavour to provide products in perfect condition and accept full responsibility for products received in faulty condition.

Domestic customers - we will provide a free return bag if a return is required due to a product being faulty or as a result of an error made by us (such as an incorrect item being delivered). Please contact us to arrange this.

Change to label or packaging of products 

Our suppliers often update the packaging on the products we stock.  While we endeavour to ensure the product images on our website are representative of the stocked item you receive, we do not take responsibility for any packaging updates or changes that are not yet showing on our website. 

Cancelling Orders

We can cancel and refund a submitted order for you as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account.