• Refund Policy •

1. New Zealand Consumer Law:

Our refund policy is governed by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 of New Zealand. These laws outline your rights as a consumer and our obligations as a merchant to ensure that goods sold are of acceptable quality, fit for purpose, and match the description provided.

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2. Eligibility for Refunds:

Returned products must be in a condition suitable for inspection, meaning that while the packaging may be opened, the product itself must be in a state that allows for assessment of its quality. Additionally, products must not be listed under the non-returnable or non-refundable category (if applicable) such as expired or perished goods. Any packaging material, such as wrappers or boxes, should be retained if possible. We reserve the right to refuse a refund or credit if the returned products show signs of damage or misuse. To be eligible for a refund or credit, the request must be initiated within 7 days of the product being delivered. Proof of purchase, such as a receipt or order confirmation, may be required. Our commitment to quality ensures that only products meeting these conditions will be considered for refunds or credits. For further assistance or inquiries regarding returns, please contact our customer service team (details below).

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3. Refund Process:

The following steps outline the refund process.​

• Request: Please contact our customer service team (details below) within the specified return window to request a return authorization. Please provide the following information: order number, reason for return, original invoice and any other relevant details or images of the product.

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• Assessment: Upon receiving your request for a refund, our customer service team will assess the nature of the issue and determine whether it falls within the scope of New Zealand Consumer Law. 

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• Resolution: If the issue is deemed to be a major fault, as defined by New Zealand Consumer Law, you may be eligible for a refund. Major faults include defects that cannot be easily repaired, goods that are significantly different from their description, or goods that are unsafe.

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• Credit Option: In cases where a major fault is not present, we may offer credit towards a future purchase instead of a cash refund. This credit will be issued in the form of a voucher or store credit and can be used towards any products available on our website.

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4. Refund Options:

Refunds may be issued in the following forms:

• Credit will be issued in the form of a voucher or store credit and can be used for future purchases for any products available on our website.

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5. Return Shipping Costs:

Pohutukawa Chocolate Company will solely cover the shipping expenses for eligible replacement items. Otherwise, consumers are responsible for covering the costs associated with returning the product.

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6. Non-Refundable Items:

Certain items may not be eligible for refunds, including:

• Digital downloads or services.

• Perished or expired goods.

• Gift cards.

• Vouchers.

Please check the product description or contact us directly if you are unsure about the eligibility of an item for a refund.

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7. Damaged, Defective or Melted Items:

Should a product be identified as damaged, defective or melted during the assessment phase of the refund process, we can provide the option of a cash refund, store credit, or a replacement item. Opting for a cash refund will result in the funds being deposited into the nominated bank account within one month of the refund's approval by our team. In the case of a replacement item the cost of return shipping will be covered by Pohutukawa Chocolate Company.

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8. Refund Exceptions:

In some cases, refunds may be subject to exceptions or delays, including:

• Delays in processing by financial institutions.

• Clearance of refunds for international transactions.

• Refunds for items returned without prior authorization.

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9. Customer Support:

For customer support or inquiries, visit our contact page or email us directly at contact@pohutukawachocolateco.co.nz. We strive to provide excellent customer service and will do our best to address any questions or concerns regarding our refund policy or the status of your refund, please don't hesitate to contact our customer service team.

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Thank you for choosing Pohutukawa Chocolate Company! We appreciate your trust in us, and we're committed to ensuring your shopping experience is smooth and satisfactory.