We want you to be completely satisfied with your purchase and consultation experience. Our aim is to be fair and reasonable in all of our dealings with you.

  • Refunds & Replacements

    If the home delivered medication is not what you ordered as a result of our error, a replacement medication or refund may be requested within 3 calendar days of receiving your order.  Contact us on ask@swiftmed.co.nz with your name, order number, photo of delivered item and copy of invoice.  Our customer services team will endeavour to respond to your request within 2 working days. Refunds will be made to the card originally used for payment and may take up to five working days to appear on a card statement.

  • Repeats

    Repeat prescriptions where you have paid by credit card does not guarantee you will receive the product. Occasionally a SwiftMed doctor may call you for more information to exclude safety concerns. If the doctor determines you are unsuitable for the product your credit card will be refunded. SwiftMed needs to see you for a video appointment once a year due to NZ Medical Council regulations.

  • Returns

    General medicines and prescriptions, including any preparation that is taken orally cannot be returned.

  • Cancellations

    Appointment bookings can be changed or cancelled if more than 24 hours before a consultation visit under your account. However failed appointments or cancellations within 24 hours will incur a fee. All prescriptions once issued cannot be cancelled.

  • Complaints & Disputes

    We will meet our obligations if there is a complaint or dispute as required by the Code of Health Disability Services Consumer Rights’ and NZ Consumer Guarantees Act.

    In order to register a complaint or dispute, please contact us directly at ask@swiftmed.co.nz with the time and date of the incident, the staff member involved and a description of your concerns along with the appropriate outcome you feel would remedy your concerns. A staff member will acknowledge receipt of the complaint within 5 working days and impartially investigate the grievance.

  • Right to Complain

    Right 10 – Code of Health Disabilty Services Consumer Rights’ and NZ Consumer Guarantees Act.

    1. Every consumer has the right to complain about a provider in any form appropriate to the consumer.
    2. Every consumer may make a complaint to –
      • The individual or individuals who provided the services complained of; and
      • Any person authorised to receive complaints about that provider; and
      • Any other appropriate person, including –
        • An independent advocate provided under the Health and Disability Commissioner Act 1994; and the Health and Disability Commissioner.
    3. Every provider must facilitate the fair, simple, speedy, and efficient resolution of complaints.
    4. Every provider must inform a consumer about progress on the consumer’s complaint at intervals of not more than 1 month.
    5. Every provider must comply with all the other relevant rights in this Code when dealing with complaints.
    6. Every provider, unless an employee of a provider, must have a complaints procedure that ensures that:
      • The complaint is acknowledged in writing within 5 working days of receipt, unless it has been resolved to the satisfaction of the consumer within that period; and
      • The consumer is informed of any relevant internal and external complaints procedures, including the availability of – Independent advocates provided under the Health and Disability Commissioner Act 1994; and
      • The Health and Disability Commissioner; and
    7. The consumer’s complaint and the actions of the provider regarding that complaint are documented; and
    8. The consumer receives all information held by the provider that is or may be relevant to the complaint.
    9. Within 10 working days of giving written acknowledgement of a complaint, the provider must,
      1.  Decide whether the provider –
        • Accepts that the complaint is justified; or
        • Does not accept that the complaint is justified; or
      2. If it decides that more time is needed to investigate the complaint, –
        • Determine how much additional time is needed; and
        • If that additional time is more than 20 working days, inform the consumer of that determination and of the reasons for it.
    10. As soon as practicable after a provider decides whether or not it accepts that a complaint is justified, the provider must inform the consumer of –
      • The reasons for the decision; and
      • Any actions the provider proposes to take; and
      • Any appeal procedure the provider has in place.