Our experienced team of product advisors are keen to help you find a solution for your needs. Find your local product advisor by visiting Our Team
Formal trials for complex equipment are facilitated through the funding bodies on behalf of ACC and the Ministry of Health. We are able to provide assistance in this process and welcome you to get in contact via the form below or connect with your local Product Advisor here
Yes, we have a variety of products available in our online store, and we ship nationwide in New Zealand.
Online store
No, we only ship to New Zealand locations from our online store. However, we are able to sell and ship to Pacific Island locations, please phone 0800 Medix 21) or use our website enquiry form We also have products available in Australia with an engaged partner network to help, see www.medix21.com.au.
It is important to follow manufacturers guidelines to ensure the safety, reliability and longevity of your product. If we can’t service your product, we’ll find someone who will. Please phone 0800 Medix 21 or send us an enquiry using the form below
We work with quality brands and each manufacturer stands behind their products. While warranties vary, we have a minimum of one year as a warranty on all products that are used in accordance with the manufacturers user guidelines. There are some products or components of products that have warranties greater than one year.
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.
How long do I have to return a product?
If you’re not completely happy with a product, or products that you’ve purchased from us then provided the item is still in as-new condition, has its original packaging and you’ve got proof of purchase then you can return it back to us for a refund within 5 days of receiving the item.
Do I pay for the return cost?
We do ask that you cover the cost of the return if the product is unsuitable or you have changed your mind. In the event that the product is faulty and is warrantable then the cost of return shipping will be refunded.
If the product is unsuitable or you have changed your mind then you have 5 (business) days from date of delivery to return your product back to Medix 21 New Zealand
What condition does a product need to be in if I return it?
The item must still be in ‘as new’ condition’ with original packaging, swing tags, instructional manuals and all other included material. Upon receipt of the returned product a thorough inspection will be carried out and matched to this criteria.
My order has arrived damaged. What should I do?
We take great care in packaging your products ready for delivery however in the event that your product arrives damaged then you must notify us immediately. Emailed photos of the damage will be required and sent to admin@medix21.co.nz
Where do I return the goods to?
All returns can be shipped, with proof of purchase to:
Medix 21 Online Store, 29 Jarden Mile, Ngauranga 6035 Wellington
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.
As soon as your return is received and processed by our team, you will receive a confirmation email from us 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 working days for your return to be 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.
When will my order be shipped?
After payment has been confirmed we aim to ship all items within 48 hours from the time of order. If your order is placed on a weekend or public holiday then it will be shipped on the next business day. All orders are shipped from our Wellington warehouse.
How will my order be shipped?
We choose to use PBT as our preferred shipping company for all delivery’s within 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 with estimated delivery times. 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.
I 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?
At this stage, we are unable to offer shipping outside of New Zealand.
How much freight will I pay?
We attempt to minimise your freight charges. If you are ordering multiple products we will charge only one freight charge being for the ‘largest’ item. Of course, we need your goodwill to make this work for everyone.
Medix 21 prides itself on supplying products of the highest quality and products that are free of material and workmanship defaults. However, at times products do have problems and we wish to deal with these as efficiently as possible with the least impact on the purchaser.
If a product you have purchased from Medix 21 presents with a problem, please contact our team via admin@medix21.co.nz or call 0800 Medix 21 (0800 6334921) to discuss the issue.
Our Customer Support Team will provide you with a warranty claim form that must be completed.
Prior to returning a product that you feel is covered under warranty terms please gain authorisation to return for replacement or repair.
Unfortunately, warranties do not apply when products have been damaged because they may have been subjected to abuse or abnormal wear and tear. Warranties also do not apply when products have not been used as intended or when unapproved modifications have been made to them.
Please refer to individual product warranty conditions and warranty timeframes as set by the manufacturer, if in doubt please contact our support team to provide assistance.
