Refund policy

Last updated: 4 October 2026

We want you to feel confident ordering from TheHoneyCo. This policy explains how returns, refunds, our 30-day money-back guarantee and our delivery guarantee work.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, unsafe, or not as described, you have rights that this policy cannot take away, and we will honour them regardless of anything below.

1. 30-day money-back guarantee

This is the guarantee we advertise.

Try one sachet. If your first pack is not for you, email hello@thehoneyco.nz within 30 days of delivery and send the remaining sachets back to us, sealed. We refund the price of the pack once they arrive.

One per customer.
It covers the price of the pack.
The refund applies only if no more than one sachet has been opened. Return the remaining sachets unopened and sealed.
You pay the return postage. We recommend a tracked service, and packaging that survives the trip.
It applies to your first one-time order, or to your first Monthly Reload delivery, whichever comes first.
Tell us why if you are willing. It genuinely shapes what we make. You do not have to.

We process refunds under this guarantee to your original payment method, normally within 5 business days of receiving the returned sachets. Your bank may take a few days longer to show it.

2. Monthly Reload

You can skip, pause, reschedule, resize or cancel a Monthly Reload at any time from your account, with no fee and no minimum number of orders. Cancelling stops the next delivery.

Once a recurring order has been dispatched we cannot recall it, but:

If you cancel after a charge but before dispatch, contact us and we will refund it in full.
If you forgot to skip and the pack has already shipped, contact us. We will usually refund or credit it as a one-off courtesy, and we would rather do that than have you feel trapped.
If your first Monthly Reload delivery is your first pack from us, it is covered by the 30-day money-back guarantee in section 1.

3. Late delivery: our delivery guarantee

If tracking shows your order took longer than 2 business days from dispatch to arrive (3 business days for rural delivery addresses), email hello@thehoneyco.nz with your order number within 14 days of delivery and we will send you a single-use $10 code for your next order.

One code per order. Each claim gets its own single-use code.
It does not apply if the delivery address was incomplete or wrong.
It does not apply when courier networks are disrupted by events outside the courier's control, such as severe weather.

This guarantee is in addition to your rights under the Consumer Guarantees Act 1993. It does not replace or limit them.

4. Damaged in transit

If your order arrives damaged, contact us as soon as you reasonably can with your order number and photos. Keep the product and its packaging until we have finished looking into it.

Helpful evidence: photos of the courier packaging, the product box, and any leaking, crushing, tearing or puncturing of individual sachets.

We assess these claims fairly. Depending on the circumstances and your rights under New Zealand law, we will refund, replace, or offer another appropriate remedy, at our cost.

5. Faulty, unsafe or incorrect products

If a product is faulty, unsafe, incorrectly supplied, or materially different from how we described it, contact us promptly.

Do not consume a sachet that is leaking, punctured, improperly sealed, contaminated, or that looks wrong in any way.

You may be entitled to a refund, replacement or another remedy under the Consumer Guarantees Act. Where a product fails a consumer guarantee, we cover return shipping and any other costs the law requires us to cover.

6. How long refunds take

We start processing an approved refund straight away.

30-day money-back guarantee and faulty or damaged goods: normally within 5 business days of approval (for the guarantee, of receiving the returned sachets).

Refunds go to the original payment method unless we agree otherwise with you. Where a payment was made through a buy-now-pay-later provider, we refund to that provider and they apply it to your arrangement with them.

7. Free eBooks

Our digital guides are supplied free with orders and signups. They are not refundable, and a refund on goods does not require you to delete them. They are yours to keep.

8. How to start a return or refund

Email hello@thehoneyco.nz with:

your full name and order number
what you would like us to do
photos, if the product arrived damaged

We will reply with next steps. It comes to the two of us, not a help desk.

9. Your New Zealand consumer rights

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot legally be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable New Zealand law. Where this policy conflicts with such a right, the law takes priority.