Our Policies
Nouveau Ltd T/A St Lukes Medical Pharmacy is a licensed pharmacy, registered and regulated by the New Zealand Ministry of Health. We operate in full compliance with the Medicines Act 1981, the Health Information Privacy Code 2020, and all relevant pharmacy regulations to ensure the highest standards of patient care and safety. Please review our policies before purchasing our products.
Terms of Service
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Eligibility
To use our services, you must:
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Be 18 years or older.
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Provide accurate and complete information.
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Use our services legally and responsibly.
We reserve the right to refuse a sale or terminate your account if we suspect fraudulent or unlawful activity.
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Booking Health Services
All Vaccination and Health consultations require a 24 hour cancellation notice. If you need to cancel your booking within 24 hours please call us to re-schedule or a 50% deposit will be required to make up for bookings cancelled.
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Prescription Medications
We do not process prescriptions via www.stlukesmedicalpharmacy.com, all prescriptions can be emailed to 52stlukespharmacy@gmail.com and it can be picked up or delivered as discussed with the pharmacist on duty.
Prescription medications emailed to us are dispensed only with a valid prescription from a registered healthcare provider in New Zealand.
We verify prescriptions before processing
Misuse of prescription medication is strictly prohibited.
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Ordering & Payments
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By placing an order, you confirm that your details are accurate and that you have the legal right to purchase the medications.
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Payments are processed securely via Paypal or our gateway Eway.
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All orders are subject to availability. If an item is out of stock, we will notify you as soon as possible.
Prohibited Activities
You agree NOT to:
🚫 Provide false or misleading information.
🚫 Resell or distribute medications obtained from our Website.
🚫 Use our Website for any unlawful activity.
Return Policy
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At Nouveau Ltd T/A St Lukes Medical Pharmacy we are committed to providing high-quality healthcare products. Due to the nature of pharmaceutical products, our refund policy follows strict guidelines to ensure safety and compliance with New Zealand law.
1. Pharmacy Only Medications and Natural Supplements – No Refunds or Returns
For health and safety reasons, we cannot accept returns or offer refunds on these items unless:
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The product was incorrectly sent out due to our error.
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The product was damaged in transit.
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The item is subject to a recall.
If you believe there is an issue with your order, please contact us immediately
2. General Sale Products
We accept returns for products that are not medicines or supplements as longs as the:
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The item is unopened, unused, and in its original packaging.
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The return request is made within 14 days of purchase.
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Proof of purchase is provided.
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Refund or Exchange Process:
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Contact us with your order details.
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If eligible, we will provide return instructions.
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Once we receive and inspect the returned item, we will process your refund or exchange.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please notify us within 7 days or receiving the product with:
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A clear photo of the item and packaging.
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Your order number and details.
We will arrange for a replacement or refund as soon as possible.
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4. Refund Method
Refunds will be processed via the original payment method within 7 business days after approval.
Shipping Policy
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Nouveau Ltd T/A St Lukes Medical Pharmacy are committed to delivering your products safely and on time. Please review our shipping policy below before ordering.
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1. Shipping Locations
We currently only ship to addresses within New Zealand. Unfortunately, we do not offer international shipping.
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2. Shipping Timeframes
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Standard Delivery: 3-5 business days- please expect delays during public holidays and holiday periods such as Christmas
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Rural Deliveries: May take additional time
Orders are processed and dispatched within 2 business days after verification and payment confirmation.
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3. Shipping Fees
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Standard Shipping: $7
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Rural Shipping: $14
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Free Shipping: Available on orders over $90
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Shipping costs will be calculated at checkout.
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5. Delivery Partners
We use NZ Post and Aramex delivery services
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6. Order Tracking
Once your order is shipped, you will receive a tracking number via email.
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7. Delayed or Missing Orders
If your order is delayed or does not arrive within the expected timeframe, please contact us.
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8. Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please notify us within 7 days of receiving your package. We will work with you to resolve the issue as quickly as possible.
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Privacy Policy
Effective Date: 07/03/2025
Nouveau Ltd T/A St Lukes Medical Pharmacy is committed to protecting your personal and health information. This Privacy Policy explains how we collect, use, store, and disclose your information in accordance with the Privacy Act 2020 and the Health Information Privacy Code 2020 in New Zealand.
By using our website stlukesmedicalpharmacy.com and services, you consent to the practices described in this Privacy Policy.
1. Information We Collect
We collect and store personal and health-related information necessary to provide our pharmacy services.
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a. Personal Information
When you use our services, we may collect:
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Full name
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Contact details (email, phone number, address)
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Date of birth
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Payment details (billing information, but we do not store full credit/debit card details)
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Account login credentials
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c. Non-Personal Information
We may collect technical and usage data, such as:
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IP address
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Browser type
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Device information
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Website activity (pages visited, time spent on the site)
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d. Cookies and Tracking Technologies
We use cookies to enhance your experience and improve our services. You can manage cookies through your browser settings.
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2. How We Use Your Information
We use your information to:
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Process Orders – To verify orders, process payments, and deliver medications.
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Provide Healthcare Services – To ensure you receive safe and appropriate pharmaceutical care.
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Customer Support – To assist with inquiries, complaints, or order issues.
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Legal & Regulatory Compliance – To comply with New Zealand’s pharmacy regulations.
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Marketing & Communications – To send you updates, promotions, or newsletters (you can opt out at any time).
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Improve Our Services – To analyze trends and enhance user experience.
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3. How We Share Your Information
We do not sell your personal information. However, we may share your data with:
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Payment Processors – To securely handle transactions.
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Courier & Delivery Services – To ship your products
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Government & Regulatory Authorities – If required by law, such as for compliance with Medsafe and Te Whatu Ora
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IT & Service Providers – For website hosting, security, and technical support.
All third parties handling personal or health information must comply with the Privacy Act 2020 and ensure your data is protected.
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4. How We Store & Protect Your Information
We implement industry-standard security measures to protect your personal and health information, including encryption, secure servers, and restricted access.
We retain health records for the minimum period required by New Zealand law, after which they are securely disposed of.
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5. Your Rights Under New Zealand Law
Under the Privacy Act 2020 and the Health Information Privacy Code 2020, you have the right to:
✅ Access your personal or health information.
✅ Request corrections to your information.
✅ Withdraw consent for marketing communications.
✅ Complain if you believe your privacy rights have been breached.
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6. Third-Party Links
Our website may contain links to external websites. We are not responsible for their privacy practices and recommend reviewing their policies.
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7. Children's Privacy
Our services are for individuals 18 years and older. We do not knowingly collect personal data from children.
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8. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page with the updated date.
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9. Contact Us
If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact us below.
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