Whether you are trying our quality, 100% natural products for the first time; or you are a returning customer; or you are buying as a special gift for someone; your satisfaction is the biggest focus point for our team.
Our return policy is for 30 days only. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused with the seal intact (if applicable) and in the same condition that you received it. It must also be in the original packaging.
how do I return my online order by courier?
We recommend you take the parcel to your closest NZ Post shop to arrange shipping. You must return your product with tracking. We will not be responsible for non-arrival by normal post methods.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 working days.
will my refund include courier charges?
Your initial freight cost will be refunded to you should you not wish to replace your purchase. Any costs returning the product to us is at your own expense. If you do however exchange your purchase we will reimburse your initial freight cost + freight your new item to you free of charge.
late or missing refunds
If you haven’t received a refund yet, first check your bank account and/or your credit card company, it may take some time before your refund is officially posted at your end. If you have done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be returned or refunded.
We only replace items if they are not defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and please courier your item with tracking to:
56 West Road, Kaitaia, Northland NZ 0483. We will not be held responsible for non-tracked items not arriving.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
If for any reason you are dissatisfied with your honey when it arrives, please call our team on +64 9 408 7009, or email us at email@example.com and we will gladly discuss any concerns you have and/or arrange with you a refund/exchange or return depending on what method is required.
Your satisfaction is our biggest focus and your feedback is important so if you have any concerns outside of this regarding our service/product please let us know and we will resolve this for you as soon possible.
Nga mihi, the Kai Ora Team