Refund policy
EU Right of Withdrawal
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 30 days without giving any reason. The withdrawal period expires 30 days from the day on which you (or a third party other than the carrier indicated by you) take physical possession of the goods (or the last item, where your order is delivered in several parts).
To exercise your right of withdrawal, you must inform us of your decision by a clear statement. The easiest way is to use our online withdrawal form. You may also use the model withdrawal form below, but this is not obligatory. To meet the withdrawal deadline, it is sufficient that you send your communication before the withdrawal period has expired.
Effects of withdrawal: If you withdraw, we will reimburse all payments received from you, including the standard delivery costs (except for any supplementary costs arising from your choice of a delivery type other than the least expensive standard delivery we offer), without undue delay and no later than 30 days from the day we are informed of your decision. We will use the same means of payment you used for the initial transaction, unless you expressly agree otherwise. We may withhold reimbursement until we have received the goods back, or you have supplied proof of having sent them back, whichever is earliest. You must send back the goods without undue delay and no later than 30 days from the day you notify your withdrawal. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Exception: The right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health-protection or hygiene reasons if they were unsealed after delivery (for example, opened food products).
Find the withdrawal form here.
Product Returns
We offer a 30-day return policy within the EU. To qualify for a return, items must be unused, unopened, and in their original condition. For hygiene reasons, opened food products cannot be returned unless defective or damaged.
To start a return, please contact our support team at hello@newzealandhoneyco.com with your order number OR use our withdrawal form. Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Refunds
Once your return is received and inspected, we’ll notify you by email. If approved, a refund will be processed to your original payment method. Depending on your bank or payment provider, refunds may take up to 10 business days to appear.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at hello@newzealandhoneyco.com or use our withdrawal form. Orders that have not yet been shipped can be fully cancelled and refunded. After dispatch, EU consumers may still exercise their statutory right of withdrawal within 30 days of receiving the order (see the “EU Right of Withdrawal” section above).
Exchanges & Damaged Items
If your order arrives damaged or incorrect, please contact us within 30 days at hello@newzealandhoneyco.com with your order number and a photo of the issue. We’ll arrange a replacement or refund as quickly as possible.
