Refund Policy

Frankton Fresh - Returns and Refunds Policy

At Frankton Fresh, we are committed to ensuring your complete satisfaction with your online grocery shopping experience. If you are not entirely happy with your purchase, our returns and refunds policy is designed to assist you.

Our Commitment Under the Consumer Guarantees Act 1993 (New Zealand)

Our returns and refunds policy operates in addition to your rights under the Consumer Guarantees Act 1993. This Act provides guarantees that goods will be of acceptable quality, fit for purpose, match their description, and be delivered on time and in good condition.

Returns

Eligibility for Returns:

• Most new, unopened, non-perishable items may be returned within 2 days of delivery for a full refund.
• Perishable goods, such as fresh produce, chilled and frozen items, dairy, meat, poultry, and seafood, are generally not eligible for return due to health and safety reasons and their perishable nature. However, please contact us immediately if you have any concerns about the quality of these items upon arrival.
• Other non-returnable items include gift cards and items where the packaging has been opened and the product is no longer in a resalable condition (unless the issue is due to a fault or error on our part).
• For hygiene reasons, some health, beauty and personal care items(for hygiene reason) may also be non-returnable.

Return Process:

• To initiate a return for eligible non-perishable items, please contact our customer support team via email at [email protected] with your order number and details about the product you wish to return.
• We will respond promptly with instructions on how to return the item(s) from your order.
• You will be responsible for paying for your own shipping costs for returning your item(s) unless the return is due to a damaged or incorrect item sent by us.
• Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if applicable) may be deducted from your refund.
• We recommend using a trackable shipping service or purchasing shipping insurance for returned items, as we cannot guarantee that we will receive your returned item.

Refunds

Refund Process:

Once your returned item is received and inspected (for eligible non-perishable returns), we will send you an email to notify you that we have received it. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a reasonable timeframe (typically within 5-7 business days, depending on your payment provider).

Exchanges

We only replace items if they are defective or damaged upon arrival, or if we have sent you an incorrect item. If you need to exchange an item for the same product due to these reasons, please contact us immediately at [[email protected]] with photographic evidence if applicable, and we will provide instructions.

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

• Please contact us immediately at [[email protected]], ideally within 24 hours of delivery for perishable goods and within 2 days of delivery for non-perishable goods.
• Please provide your order number and photographic evidence of the damage or the incorrect item received.
• We will assess the issue and arrange for a replacement, a refund, or another appropriate resolution.
• In some cases, we may not require the return of the damaged or incorrect item.

Need Help?

For any questions related to refunds and returns, please do not hesitate to contact us at [email protected].

Thank you for choosing Frankton Fresh. We are dedicated to providing you with fresh, quality groceries and excellent customer service.