Where we ship

Order processing

Once your online assessment has been reviewed and approved by a New Zealand-registered practitioner, your order will be processed by our partner pharmacy.

Processing times may vary depending on:

• clinical review requirements
• stock availability
• public holidays or pharmacy operating hours

Once your order has been packed and dispatched from the partner pharmacy, you will receive an email with a tracking number.

This tracking number can be used to follow your delivery via the courier's tracking system.

• Orders are sent via a reputable New Zealand courier service
• Signature on delivery may be required
• Packaging is plain and discreet, with no reference to contents

If no one is available to sign:

• the courier may leave a calling card or
• redirect the parcel to a local depot for collection

If your parcel is delayed or appears lost in transit, please contact our support team as soon as possible.

In some cases, courier investigations may take several weeks to resolve. These timeframes are outside our direct control, but we will work with you and the courier to resolve the issue as quickly as possible.

Magna offers certain products and services on a subscription basis.

By purchasing a subscription:

• you authorise recurring charges at the frequency shown at checkout
• charges will continue until the subscription is cancelled or treatment is completed

All prices are displayed in NZD and include GST, unless stated otherwise.

You may cancel your subscription at any time:

1. via your Magna account dashboard; or

2. by contacting our customer support team.

• future orders will not be processed or charged

cancellation applies to upcoming orders only, subject to the refund terms below

Due to the nature of prescription and pharmacy-dispensed products:

General rule

Once an order has been processed by the pharmacy, we cannot guarantee a refund.

Refund cutoff

To be eligible for a refund on an upcoming subscription order, cancellation must occur before the order processing cutoff, which is 11:59pm on the day before the scheduled processing date.

Exceptions

A refund may be issued in limited circumstances, including where:

• the pharmacy cannot fulfil the order due to lack of stock
• a pricing or billing error has occurred
• the product is faulty or damaged in transit

Approved refunds will be issued to the original payment method only.

For safety and regulatory reasons, we do not accept returns of prescription medication.

Our partner pharmacies are required to follow strict professional and storage standards and cannot accept returned medication once dispensed.

If you believe your product:

• arrived damaged
• is faulty
• or is incorrect

please contact our support team and we will assist you.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.