Returns & Refund Policy

At TheHoneyCo, we want customers to receive their products in the condition they expect. Because our products are consumable food products, returns are subject to the conditions below. This policy operates alongside your rights under applicable New Zealand consumer law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

1. 14-day returns

TheHoneyCo accepts eligible returns requested within 14 days of delivery. To qualify for a change-of-mind return: the individual honey sachets must be unopened, unused, undamaged, and unaltered; the contents of the sachets must remain completely untouched; seals on individual sachets must not have been broken or tampered with; the product must be returned in a condition suitable for inspection; and proof of purchase must be provided.

Opening an outer shipping parcel or product box does not automatically make your order ineligible for return, provided the individual honey sachets and their contents remain sealed, untouched, and undamaged. For food safety and hygiene reasons, we cannot accept change-of-mind returns of sachets that have been opened, consumed, punctured, tampered with, damaged after delivery, or otherwise altered.

2. Damaged in transit

If your order arrives damaged as a result of transportation or delivery, please contact TheHoneyCo as soon as reasonably possible. We may offer a refund, replacement, or other appropriate remedy depending on the circumstances and your rights under New Zealand law. We require adequate evidence of transportation damage so our team can investigate the claim. Evidence may include clear photographs or videos of the damaged shipping packaging; photographs of the product and individual sachets; photographs showing any leaking, crushing, tearing, puncturing, or other visible damage; your order number; delivery information; and any other reasonable information required to assess how the damage occurred. Please retain the damaged product and its packaging until we have completed our assessment.

3. Damage assessment

All transportation-damage claims may be reviewed by the TheHoneyCo team before a refund or replacement is approved. Our team will assess the evidence against an internal damage-assessment checklist, which may include reviewing the condition of the courier packaging; the condition of the product packaging; damage to individual sachets; evidence of impact, crushing, puncturing, leaking, or mishandling; whether the damage is reasonably consistent with transportation damage; and any relevant delivery or courier information. We reserve the right to request additional reasonable evidence where the initial evidence is insufficient. We will assess claims fairly and reasonably. Nothing in this process limits any remedy or right that you are entitled to under New Zealand consumer law.

4. Faulty, unsafe or incorrect products

If you receive a product that is faulty, unsafe, incorrectly supplied, materially different from its description, or otherwise fails to meet applicable consumer guarantees, please contact us promptly. Do not consume a product if its sachet is leaking, punctured, improperly sealed, contaminated, or appears unsafe. Depending on the circumstances and applicable New Zealand law, you may be entitled to a refund, replacement, or another appropriate remedy.

5. Change-of-mind return shipping

For an approved change-of-mind return, the customer is responsible for the cost of returning the product to TheHoneyCo unless we agree otherwise. Products should be packaged appropriately to prevent damage during return transportation. TheHoneyCo is not responsible for products that are lost or damaged during customer-arranged return shipping, except where required by law. We recommend using a tracked delivery service for returns. Where a return relates to a faulty, damaged, unsafe, or incorrectly supplied product, return-shipping costs will be handled in accordance with applicable New Zealand consumer law.

6. Return inspection

All returned products may be inspected by TheHoneyCo before a change-of-mind refund is approved. We will check that the returned honey sachets are unopened, unused, sealed, untampered with, undamaged, and in an acceptable condition. If the returned product does not meet the requirements of this policy, we may decline a discretionary change-of-mind refund. This does not affect rights or remedies that cannot legally be excluded under New Zealand law.

7. Refunds

Once a return or refund claim has been received and approved, we will begin processing the refund. Please allow approximately 14 to 30 working days for an approved refund to be processed and reflected through the applicable payment method, depending on the payment provider, bank, processing requirements, and circumstances of the return. Where required by law, refunds will be provided within the timeframe required under applicable New Zealand consumer law. Approved refunds will generally be returned to the original payment method unless another method is agreed or reasonably required.

8. Shipping costs

For discretionary change-of-mind returns, original delivery charges are generally non-refundable unless otherwise agreed by TheHoneyCo. Where a refund or return arises because the goods are faulty, damaged, incorrectly supplied, unsafe, or otherwise covered by a statutory consumer right, shipping and other costs will be handled in accordance with New Zealand law.

9. Non-returnable products

For food safety and hygiene reasons, we generally cannot accept change-of-mind returns where an individual honey sachet has been opened; a sachet seal has been broken; any product has been consumed; a sachet has been intentionally punctured or damaged; the product has been tampered with; the contents have been altered; the product has been improperly stored after delivery; or the return is requested more than 14 days after delivery. These restrictions apply to change-of-mind returns only and do not remove any rights you may have where a product is faulty or otherwise fails to comply with New Zealand consumer law.

10. How to request a return or refund

To request a return, refund, or replacement, please contact TheHoneyCo, New Zealand.
Email: thehoneyconz@gmail.com
Website: https://thehoneyco.nz

Please include your full name, order number, reason for the request, photographs or videos where the product was damaged, and any other relevant information. Our team will review your request and provide instructions regarding the next steps.

11. New Zealand consumer rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law. Where this policy conflicts with a mandatory right or remedy available under New Zealand law, the applicable law will take priority.