Last updated: 20 April 2026
We stand by the quality of our goods and are committed to upholding your rights under New Zealand law. Our returns process is split into two clear categories: your rights under the Consumer Guarantees Act 1993 (CGA), and our own goodwill policy for when you simply change your mind.
Your Rights Under the CGA
Your purchase is protected by the CGA. Our goods come with guarantees that they will be of acceptable quality, fit for their purpose, and match their description.
If the order arrives damaged or defective, you or any recipient must contact us at [email protected] as soon as reasonably possible and within 7 days. Please include photos of the damaged or defective items and the packaging, as this helps us resolve the issue with our supplier or courier. You or any recipient are not required to refuse delivery at the door to exercise your rights under the CGA. Any refund will be made to you as the purchaser, not any recipient, and any replacement goods will be sent to the original delivery address unless you ask us to send them to a different address.
We will arrange a courier pickup at no cost to you.
We will meet our obligations under the CGA to provide a remedy. Depending on the issue, this may be:
- A full refund.
- A replacement of the goods.
For any returns under the CGA, we will cover the cost of return shipping. You will not be out of pocket.
Our Goodwill Policy: Change-of-Mind Returns
We understand that sometimes you might change your mind. As a gesture of goodwill, we offer a change-of-mind return policy on most non-perishable goods.
Conditions for a Goodwill Return
- This policy only applies to you, not any recipients.
- You must contact us to request the return within 7 days of the courier’s “delivered” notification.
- Goods must be returned to us unopened, unused, and in their original, saleable condition.
- This policy applies to non-perishable items only. Due to food safety and health regulations, we cannot accept change-of-mind returns on food or beverage products.
The Goodwill Refund Process
If you make a goodwill return, you are responsible for the cost of return shipping.
Your refund will be for the total value of the items returned, less the actual, non-refundable costs we incurred in the original transaction. We deduct these because we don’t get them back ourselves. These costs are:
- The original outbound shipping fee paid to the courier.
- The non-refundable payment processing fee charged to us by our provider, Stripe (currently 2.9% + $0.30 of the total transaction value).
We believe this is a fair and transparent way to offer flexibility for our customers.
How to Start a Return
To initiate any return, please email us at [email protected] with your order number and a brief description of the issue. We will guide you through the next steps.
