Refund policy

OTMed NZ Limited Partnership — Returns & Refund Policy

Policy updated: 14 June 2026

This Returns & Refund Policy applies to all purchases from OTMed NZ Limited Partnership. How this policy applies to you depends on whether you are acquiring our Goods for Consumer Use or Business Purposes.

1. Consumer Purchases (Personal or Household Use)

If you are acquiring Goods for personal, domestic, or household use, your purchase is fully protected by the Consumer Guarantees Act 1993 (CGA).

• Faulty or Damaged Goods: If a product is faulty, damaged in transit, or incorrect, you are entitled to a remedy directly from us (repair, replacement, or refund depending on the severity of the fault).
• Return Costs: If an item is genuinely faulty or incorrect, we will cover or reimburse you for reasonable return freight costs.
• Timeframes: There is no strict 7-day cutoff for reporting consumer faults; you are protected for a "reasonable period" depending on the type and value of the product.
• Change of Mind: We are not legally required to accept returns if you simply change your mind or make an ordering error. If we choose to accept a change-of-mind return from a consumer, the items must be unopened, completely unused, and in fully re-saleable condition.

2. Business Purchases (B2B / Clinical Use)

If you are in trade and acquiring Goods for the purposes of a business or clinic, you explicitly agree that the Consumer Guarantees Act 1993 does not apply to your purchase, as documented in our Terms of Sale.

• Reporting Window: You must inspect all deliveries immediately. Any transit damage, shipping errors, or initial defects must be reported to our customer service team within 7 days of delivery.
• Manufacturer Warranties: For any faults developing after delivery, we will pass on the benefit of the manufacturer's warranty to you. You are responsible for dealing with the manufacturer's approved service centre and covering all associated return freight costs.
• Change of Mind & Ordering Errors: If you order the wrong product, your requirements change, or you change your mind, we may accept a return entirely at our discretion. If accepted, a mandatory 20% restocking fee will apply to cover administrative and handling costs.
• Indent & Special Orders: Cancellation or return is strictly prohibited on non-regular stock (indent items), including any specialized medical devices for Ozone or Colon Hydro Therapy, once the procurement or manufacturing process has commenced.

3. General Return Instructions (All Customers)

Before returning any item, you must contact our team to obtain a Returns Authorisation Number.

Phone: 09 391 4067
Email: orders@otmed.co.nz
Required Info: Please ensure the returned item includes your authorization number, original invoice/packing slip, and your customer account details. Unauthorised returns or collect-freight shipments will be rejected at our warehouse.