Refund policy

Returns

Our return window is 30 days from the date your order was delivered (or collected). After 30 days we cannot offer a refund or exchange, except where New Zealand consumer law requires us to (for example, goods that are faulty or not as described).

To start a return, email us at laney@whenuahoney.co.nz with your order number and a short note about why you are returning. We will reply with next steps. We need a receipt or proof of purchase.

What you can return

Unopened, unused products in their original packaging may be returned within 30 days for a refund or exchange, subject to the food and rongoā notes below.

Bundle pricing, seasonal kete pricing, and products that show a “was / save” or compare-at price are treated the same as regular-priced items for returns. A sale badge or bundle saving does not cancel your return rights under this policy.

Final-sale and clearance items

Only products clearly marked “Final sale” or “Clearance, final sale” on the product page (and, where possible, at checkout) are non-refundable for change of mind. Faulty or not-as-described final-sale items are still covered under New Zealand consumer law.

Food, honey and opened rongoā

Honey and other food products: for change of mind, we can only accept returns if the jar or pack is unopened and the seal is intact. Once opened, food cannot be returned for change of mind for health and safety reasons.

Mānuka oil, mists, hydrosols and face oils: for change of mind, return only if unopened and unused. Opened bottles cannot be accepted for change of mind.

If something arrives damaged, leaking, or clearly faulty, contact us straight away with photos. We will sort a replacement or refund.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved.

If approved, we process the refund to your original payment method. Banks and card providers can take a few extra business days to show the credit.

Late or missing refunds

First check your bank or card account again. Then check with your card provider or bank, posting can take time. If you still cannot see the refund, email laney@whenuahoney.co.nz with your order number.

Exchanges

We replace items that are defective or damaged in transit. Email laney@whenuahoney.co.nz and we will arrange the exchange. Send returns to:

Whenua Honey LTD
159 Church St
Ōpōtiki 3122
Bay of Plenty
New Zealand

Gifts

If the order was marked as a gift and shipped to the recipient, we can issue store credit for the value of an eligible return once we receive it.

If the gift was shipped to the buyer to give later, any eligible refund goes back to the original payer.

Shipping for returns

Return shipping is the customer’s responsibility unless we sent the wrong item, or the item was faulty or damaged on arrival. Return shipping costs are non-refundable on change-of-mind returns and may be deducted from your refund if we arranged a label for you.

For returns valued over $75, please use a trackable service. We cannot guarantee receipt of untracked parcels.

How this sits with New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If goods are faulty, not as described, or not fit for their usual purpose, contact us and we will make it right.

Questions

laney@whenuahoney.co.nz
Whenua Honey · Māori-owned · East Coast Aotearoa