Refund policy
Returns
At New Zealand Honey Co., we offer a 30-day return policy on all of our products. If more than 30 days have passed since your purchase, unfortunately, we’re unable to provide a refund or exchange.
To qualify for a return, the item(s) must be unused, unopened and in the same condition as when you received it. For hygiene and safety reasons, partially used or opened food items cannot be returned unless they are defective or damaged.
To process your return, a receipt or proof of purchase is required. Please note, it is the customer’s responsibility to cover any related shipping costs.
Subscription orders follow the same return policy as one-time purchases.
If you need assistance with a return or if you have any questions regarding your recent purchase, please contact us at hello@newzealandhoneyco.com.
Refunds (if applicable)
When we have received and inspected your return, you will be sent an email to inform you if we have approved or rejected the return.
If your return is approved, a refund will be processed and issued to your original payment method. Depending on your bank or payment provider, the refund could take up to 10 business days to process.
Refunds are only issued for returns that meet the eligibility criteria outlined in our returns policy.
Late or missing refunds (if applicable)
If you haven’t received your refund yet, please follow these steps:
- Check your bank account again.
- Contact your credit card company, as it may take some time before your refund is officially reflected on your account.
- Reach out to your bank, as processing times can vary.
If you have completed these steps and still haven’t received your refund, please contact us at hello@newzealandhoneyco.com.
Sale Items
If you purchased an item at a discounted rate, this is still eligible for return; however, the refund will be based on the actual price paid at the time of purchase.
Exchanges
If your item is defective or damaged, we will offer a replacement. Simply contact us at hello@newzealandhoneyco.com and we will exchange it for the same product.
Please include the following:
- Your order number
- A description of the defective or damaged item(s)
- A clear photo of the item received
Once the issue has been verified, we will arrange for a replacement or send the missing item(s) to you as soon as possible. If a return is required for an incorrect item, we will provide return instructions and cover all associated shipping costs.
Incorrect or Missing Items
Received an incorrect item or your order is incomplete? Please reach out to us at hello@newzealandhoneyco.com within 30 days of receiving your order and we will get this resolved quickly.
Please include the following:
- Your order number
- A description of the incorrect or missing item(s)
- A clear photo of the item received (if applicable)
Once the issue has been verified, we will arrange for a replacement or send the missing item(s) to you as soon as possible. If a return is required for an incorrect item, we will provide return instructions and cover all associated shipping costs.
Returns Shipping Process
To initiate a return, please contact us at hello@newzealandhoneyco.com.
We’ll then assess your request and provide the appropriate return instructions, including the correct return address based on your location.
Return shipping costs are the customer’s responsibility, and are non-refundable. However, if the product is being returned due to a manufacturing defect or shipping-related damage, we will cover all shipping expenses.
Return processing times can vary depending on your location.
For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as receipt of returned items cannot be guaranteed without tracking.
