Terms of Use
Welcome to our Terms of Use page, where you can find our company, products/services, policies.
Shipping, Returns & Refund Policy
Price Match Policy
Privacy Information
ResMed Money Back Guarantee
CPAP Rental Program
Shipping Information
Flat rate shipping of $6.50 applies to both North & South Island addresses.
Rural delivery incurs an additional charge of $5.50.
We use NZPost for the majority of deliveries in New Zealand. Please allow 2 to 3 working days to process your order.
All orders are usually shipped within 5 to 7 working days upon receipt of payment, depending on the stock availability. Late delivery does not entitle you to cancel the order.
Payment made via Internet transfer on the weekend will show up in our account on Tuesday morning
Order will not be processed during weekends and public holidays until the next business day.
Parcels that are shipped to addresses within Auckland may take 1 to 3 working days to arrive.
Larger parcels delivered to North Island (outside of Auckland) and South Island may take 2-5 working days to arrive.
Rural parcels may take 5 to 7 working days longer to arrive.
Parcels may also take longer on public holidays and weekends.
There is no Saturday delivery.
It is difficult for us to guarantee the delivery date as it all depends on how quickly the courier company can meet their delivery schedule. However, we endeavour to contact you if there is a delay.
My order has not been dispatched
Although we endeavour to process and dispatch your order as soon as possible. There are several reasons why your order may have taken a bit longer to dispatch.
1. Your item is not in stock
We can only dispatch items that are in stock in our warehouse. Items that are available from the supplier need to be ordered and delivered to our Auckland-based warehouse before they can be dispatched to you.
2. Payment has not been received
Please note that bank deposit payments may take up to 2 days to appear in our bank account, explaining why your order is yet to be dispatched.
To speed up the processing process, please quote your order number with your payment, as we are unable to reconcile payments to orders without the order number.
3. Processing delays
Our order processing and dispatching processes are usually very efficient. However, there may be occasions where order processing could be slowed or delayed due to:
A large influx of orders, or
Staffing levels affected by illness
Please rest assured that our team is doing our very best to get your order as quickly to you as possible.
If you are still concerned about the status of your order, please don't hesitate to reach out to us.
Tracking the delivery status of an order
Once your order has been dispatched, you will receive an email from The Sleep Spot (eastMED Pharmacy) with a tracking number.
You can also check the delivery status by simply logging into "My Account".
If you've placed your order as a Guest, you won't be able to track your order from My Account. Instead, you will receive an email when your order is dispatched.
Please note that our team is working through high order volume, and we will try our best to get your order shipped out to you as soon as possible.
My order has shipped but has not been delivered.
If your order has shipped but has not yet been delivered, please check your tracking number first. A tracking link is emailed to you when your order is dispatched to give you detailed delivery milestones.
Alternatively, the tracking number is also available in your account under my order.
If the tracking link suggests your order has been delivered, but you are unable to locate it, please get in touch with us and we will lodge an investigation with NZ Post (or other delivery partners, e.g NZ Courier, Post Hast & Castle Parcel) on your behalf.
Regrettably, neither The Sleep Spot (eastMED Pharmacy) nor the courier services that we use (NZ Courier/Courier Post/Post Haste) can refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.
Although, the majority of the parcel will be delivered as scheduled. There will be instances where an unexpected transit delay could have happened due to various reasons such as; weather, road works/closure, and flight delays.
If your parcel hasn't arrived as scheduled, please be patient and follow the updates or information in the tracking link.
My item arrived damaged
If the item of your order arrived damaged, please get in touch with us as soon as possible. We will advise you on the best course of action once the damage has been confirmed and assessed.
We will endeavour to provide repair, replacement, or refund where appropriate.
When contacting us, please ensure the following:
you retain the original packaging
you accurately describe the damage
you attach clear photographs of the damage.
2. Returns and Exchanges
Returns Policy
We (The Sleep Spot) have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Certain ResMed products (see the T&Cs) have a 30-day money-back guarantee policy.
If you're not completely satisfied, talk to our team to find your perfect match, or you can return your purchase for a full refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
You can return the product in person to our physical store, or if you are outside of Auckland, you can return the product via courier.
Any shipping costs to return the product to eastMED Pharmacy (the parent company of The Sleep Spot) will be at your own cost.
To start a return, you can contact us at hello@thesleepspot.co.nz. Please note that returns will need to be sent to the following address:
eastMED Pharmacy (The Sleep Spot),
188 St Heliers Bay Road,
St Heliers,
Auckland 1071
Items returned to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@thesleepspot.co.nz.
You will be offered an exchange or a store credit based on the value paid at the time of purchase.
Refunds will be issued at the discretion of The Sleep Spot (eastMED Pharmacy) and will normally be processed within seven (10) working days.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.
Damaged items must be returned in the condition received by you with all the original packaging and packing slips.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How to package your return
If you've received a return authorisation from our customer service team regarding the product you wanted to return, please follow the following recommendations on how to package your return.
When returning a product to The Sleep Spot (a division of eastMED Pharmacy), it is important to package it securely to prevent any damage from occurring to the item during transit.
Please note that if an item is damaged in transit due to improper or insufficient packaging, we cannot accept the return, as the product warranty may be voided.
Points to consider when packaging your return:
- Select a suitable box with similar dimensions to your item to prevent movement and damage due to excess space.
- Fill all empty spaces within the box with sufficient padding (e.g. crumpled paper or newspaper) to avoid content moving while in transit.
- Wrap each item separately (with bubble wrap) if shipping multiple items in a single package.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at hello@thesleepspot.co.nz.
At The Sleep Spot, we are committed to offering you the best prices. If you find a lower price at another New Zealand retailer, we will match it.
Price Match Policy
Terms and Conditions:
Search for Products
1. Eligibility:
- The lower-priced item must be identical to the one we sell, including brand, model, size, and color.
- The item must be in stock and available for immediate purchase at the competing retailer.
- The competing retailer must be based in New Zealand and operate under New Zealand consumer laws.
2. Exclusions:
- Clearance, liquidation, or close-out sales.
- Special promotions such as Black Friday, Boxing Day, or other holiday sales.
- Online-only retailers or marketplace sellers (e.g., Trade Me, eBay, Amazon).
- Bundled offers or items sold with a gift or extra product.
3. Verification:
- Proof of the lower price is required, such as an advertisement, webpage, or quote from the competing retailer.
- We reserve the right to verify the lower price and availability of the item.
4. Process:
- Email us (hello@thesleepspot.co.nz) with proof of the lower price.
- Our team will verify the details and, if eligible, match the price on the spot.
5. Additional Information:
- Price match requests must be made at the time of purchase or within 14 days of the purchase date.
- The price match policy applies to the final purchase price, inclusive of any taxes, fees, or shipping costs.
- This policy is subject to change without prior notice.
This Privacy notice provides you with information about your rights and the privacy practices that govern how we process your data. It applies when you interact and transact with us, either in person, via telephone and email, on our social media channels, or on our website, whenever we refer to or link to this Privacy Notice.
This notice follows the HISO 10064:2017 Health Information Governance Guidelines, the Health Act 1956, Official Information Act 1982 and Privacy Act 1993
1. What personal data we collect about you and how we collect it?
In most cases, we collect personal data about you from you, but in some circumstances we may received personal data about you from third parties.
End users of our products and services
Depending on how you interact with us we collect:
- Title, first and last name
- Date of birth and gender
- Address
- email address
- telephone number
- payment information
- health insurance information
- health care professional information
- Identification and background information
- Information about the products you use
- Information about the services you use from us
- Sleep, health and health related lifestyle information
- Any other information you provide to us
- Register an account with us
- When you interact with eg make a call or email
- When you make an appointment
- If you sign up to received marketing communications
- Any information your health care professional provides in relation to your care
2. How do we use your personal data?
Website Visitors and end users of our products and services
Depending on how you interact with us, we use your personal data:
- To respond to your requests for information or materials, and to create, develop and maintain our relationship with you
- To communicate with you via telephone, email and text messages, including to sent you newsletters, content relating to products, programs, services or general information we believe may interest you, and relevant, timely marketing messages.
- To target communications to you on social media platforms, to provide you with products and services, such as: technical support, sleep testing and risk indications, treatment setup and support and annual treatment reviews to check your therapy and equipment
- To communicate with your healthcare provider to provide them with relevant information and your treatment outcomes if they have referred you to us for treatment or support
- To ensure we do not collect data from children
- To conduct statistical analysis, surveys and research (including market research) to enhance existing and develop new products and services.
- To fulfil our legal, regulatory and risk management obligations, including establishing, exercising or defending legal claims and acting as a medical device administrator
Healthcare providers
Depending on how you interact with us, we use your personal data:
- To respond to your requests for information or materials to create, develop and maintain our relationship with you
- When you interact with us including sales and attending training for our products and services
3. How do we protect your personal data?
We use security measures to protect your data and comply with data protection laws. However, absolute security of information sent over the internet cannot be guaranteed.
If a data breach occurs, we will notify you as required by law.
We strive to collect only the personal data necessary for the purposes stated in this privacy notice.
4. Who do we share your personal data with?
We do not sell or rent your personal data. We only share it as described in this privacy notice and as allowed by law.
We may share your data with your consent:
- With affiliates or contractors of The Sleep Spot (eastMED Pharmacy 2015 Ltd)
- If The Sleep Spot's (eastMED Pharmacy 2015 Ltd) business is transferred through a merger or sale If required by law
- With your healthcare provider, if you use our products and services We also share your data in a secure manner with third-party processors and service providers that help us deliver our services.
These parties must keep your data confidential and only use it to perform their services for us. They cannot use it for any other purposes. We use these providers for:
- Data processing
- Customer service
- Sleep testing and health management
- Order fulfillment
- Technical support
5. On what basis do we use your personal data?
We use your personal information on the following basis:
- To perform a contract, such as providing you with the products and services you purchased.
- To help us improve the health service and outcome we provide to you
- For the establishment, exercise or defence of legal claims or proceedings
- To comply with legal and regulatory obligations
- For legitimate business purposes
- With your consent
6. How long will we retain your personal data?
We will retain your personal data for:
- As long as we are required to do so under the laws regarding medical data and financial record retention
- The limitation period for taking legal action
- Good practice
- Our business purposes
7. What are your personal data rights?
Applicable data protection laws provide certain rights for data subjects
You are entitled to request details of the personal data we hold about you and how we process it. You may also have the right in accordance with applicable data protection law to:
• Have it rectified or deleted
• Restrict our processing of your personal data
• Stop unauthorised transfers of your personal data to a third party
• To have personal data related to you transferred to another organisation, in some circumstances.
If you object to the processing of your personal data, or if you have provided your consent to processing and you later choose to withdraw it, we will respect that choice in accordance with our legal obligations.
Your objection (or withdrawal of any previously given consent) could mean that we are unable to perform the actions necessary to achieve the purposes set out above (see ‘How do we use your personal data’). You also may not be able to make use of the services and products offered by us.
Please note that even after you have withdrawn your consent, we may be able to continue to process your personal data to the extent required or otherwise permitted by law, in particular in connection with exercising or defending our legal rights or meeting our legal and regulatory obligations.
We must ensure that your personal data is accurate and up to date. Therefore, please advise us of any changes to your personal data.
Your rights are not absolute, and we will assess them on your request
If you have an account with us, you may be able to self-serve some of these data requests such at updating or correcting your personal data when you visit your user profile on our website. Otherwise, you can send us your request.
If you wish to make a complaint about a breach of your privacy, you can contact us by mail at the following address:
eastMED Pharmacy 2015 Limited
188 St Heliers Bay Road, St Heliers, Auckland 1071
You may also have the right to lodge a complaint in relation to our processing of your personal data with The Office of the Privacy Commissioner.
ResMed 30 Day Money Back Gaurantee
Standard Terms of Hire
Medical disclaimer
- The Sleep Spot (eastMED Pharmacy 2015 Ltd) provides information and education and is not a substitute for a professional judgement of a health care professional in diagnosing and treating patients.
- The Sleep Spot (eastMED Pharmacy 2015 Ltd) provides general information about sleep, conducts sleep testing services and sells and assists with products designed to treat sleep disordered breathing. Your reliance on information and content obtained by you is solely at your own risk. We will not assume any liability or responsibility for damage or injury (including death) to you, other persons or property arising from any use of any product, information, idea or instruction.
- Always seek advise of a physician or other qualified health provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have seen or read.
- Some therapy options available may not be recommended, or suitable due to various reasons and consultation with a physician or other qualified health provider is always recommended prior to starting therapy.
1. Term and extension of term
- The period of hire of the equipment specified in your account to this hire agreement will commence on date deposit is paid and shall end on the return of the equipment.
- Notwithstanding clause 6 below the hire period may be extended by agreement. Any such extension will be on the terms as set out within this agreement and shall end on return of the equipment.
2. Title and risk
- The hirer acknowledges and agrees that The Sleep Spot (eastMED Pharmacy 2015 Ltd) at all times retains title to the equipment and the hirer has rights to use the equipment.
- Risk in the equipment passes to the hirer on delivery of equipment to the hirer. Should the hirer default on any payments under this agreement, owner or its assignee shall be entitled without limiting any other legal rights it may have, to the immediate return of the equipment in good order, as well as to retain any monies paid by the hirer under this agreement
- The hirer must not agree, offer or purport to sell, assign, sub-let, lend, pledge, mortgage let or hire or otherwise part with or attempt to part with personal possession or otherwise deal with the equipment and conceal or alter the equipment or make any addition or alteration to or repair of the equipment.
3. Obligations of Hirer
The Hirer Must:
- Comply with all lawful and reasonable directions of owner in connection with the agreement
- Comply with all applicable laws when meeting its obligations under this agreement
- Immediately notify owner of any damage to or loss of the equipment
- Ensure the equipment is at all times kept clean, secure and in good working order (reasonable wear and tear excepted)
- Use the equipment in a smoke-free environment only, infusion of any smoke smell will be regarded as damage to the equipment and will incur a repair cost
- Not permit any person not authorised by owner to repair or otherwise carry out any work on the equipment
- Will not sell, transfer, assign, mortgage, pledge, underlet, lend, remove from New Zealand or otherwise deal with the equipment without prior written consent from owner
4. Security
- Security in relation to the Equipment shall be provided by lodging with owner bank details valid for the term of the agreement or any subsequent extension
- All credit card or bank transactions will be process and handles as specified in your account
- Owner may, without limiting its other rights, apply the whole or part of the any security deposit held in addition to debiting the credit card or bank account supplied by the hirer to compensate owner for any loss or damage caused as a result of any breach of this agreement by the hirer. This shall include, but not be limited to recovering an amount equal to the recommended retail value of the equipment provided to the hirer
5. Hire Fees
- Hire fees are due and payable as agreed at commencement of agreement. Minimum hire periods may also apply
- Owner retains the discretion to increase fees every 12 months. The owner will provide a minimum of one months notice to hirer. Any change will be effective from the date set out in the notice.
6. Obligations on return
- At the expiration of the minimum hire period the equipment may be
i. Returned and the hire fees will be
retained by owner
ii. Where the equipment has not
been returned by the end of the
minimum hire period, a further
hire period will automatically
commence and roll over on the
same basis as the original hire
period whereby hire fees are due
and payable on the same basis as
the original hire period.
7. Termination
- Should any one or more of the following events occur, without limiting its other rights at law, owner will be entitled to terminate this agreement as well as be entitled to return of the equipment on giving the hirer ten days prior written notice
i. The hirer makes default in the payment on any due date of any fees or other amounts payable or otherwise defaults in the observance of any of the terms of this agreement
ii. The hirer does or causes to be done any act, matter or thing which is likely to endanger the safety, condition or safekeeping of the equipment
iii. An order is made for the sequestration of the assets of the hirer, or the hirer enters into any composition arrangement with creditors
iv. Any other event occurs which constitutes or evidences on the hirers part a refusal to be bound by this agreement
- The hirer must within ten days of expiry of the agreement or the date of written notice from owner pursuant to return the equipment to owner in the same condition as it was at the commencement date (fair wear and tear excepted) The hirer is solely responsible for the safe return of the equipment.
- If the hirer does not return the equipment, or the returned equipment is damaged due to misuse, alteration, neglect or shipping, the hirer will be charged for the full amount of the equipment at owners then current recommended retail price
8. Warranties
- The hirer warrants and acknowledges that he/she has
i. Has inspected the equipment prior to or at the time of the commencement of the hire and is satisfied that the equipment is in good working order and condition and suitable in all respects for the purposes of the hirer
ii. Is authorised to make this agreement on behalf of all persons who prosses, use or operate the equipment during the period until the equipment is returned
- The hirer has benefit of conditions and warranties and other rights implied by law which cannot be excluded by agreement. Nothing in this agreement shall be taken to limit in any way the benefit of those conditions, warranties, and rights. However, where under such law owner is permitted to limit its liability in respect of breach of such implied condition, warranties or rights. Owner hereby limits its liability to the maximum extent permitted by law
- Subject to clause 8 owner renounces and negates all other express or implied conditions and warranties and all prior representations and statements in respect of or in relation to the equipment
9. Liability and Indemnity
- To the maximum extent permitted by law and not withstanding any other terms of this agreement
i. Owner is not liable whether in contract, tort or otherwise for any loss of profit, consequential damage or loss arising directly or indirectly out of this agreement
ii. Owner liability for any loss or damage arising as a consequence of a breach of this agreement is reduced proportionally to the extent the act or omission of the hirer contributed to the loss or damage.
10. Miscellaneous
- Owner may assign this agreement to any person without the consent of the hirer
- This agreement embodies the entire understanding and agreement between the parties as to its subject matter
- Nothing in this agreement constitutes a relationship of principal and agent, partnership or joint venture, between owner and hirer
- This agreement is governed by and will be construed in accordance with the laws in New Zealand
- The hirer warrants that he/she is authorised to make this agreement on behalf of all persons who possess use or operate the equipment during the hire period and any agreed extension period.
11. Privacy
- Owner will comply with the Privacy Act in all dealing with her Hirer
- A copy of The Sleep Spot (eastMED Pharmacy 2015 Ltd) Privacy notice is available upon request.
12. Repair and replacement
- Should the Equipment covered by this agreement no longer operate as designed due to fair wear and tear or inherent defect, the owner will repair or replace (at its discretion) the equipment.
- Owner will provide replacement consumables as required during the life of the agreement. Consumables will only be replaced on a fair wear and tear basis and are subject to owners’ discretion.