Refund policy
To be eligible for a return, your item must be unused, unopened and in its original packaging. You will also need the order number or proof of purchase, and photo of purchased item showing the batch number/best before return.
To start a return, please email us, at info@igrocernz.com, with the required info above and your reasons for returns. We endeavour to come back to you within 2 business days after the evaluation is completed.
Damages and Issues
We make every effort to pack and get your order to you in a perfect condition. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We may require more photo evidence and/or a sample of any damaged/ spoiled or incorrect items for further investigation.
Change of mind / wrong selection
We do not offer exchanges or refunds due to change of mind returns or selecting the wrong item at the checkout.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as health & beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, gift cards, and food items that have been opened due to food safety reasons.
Refunds
We will notify you once we have received and inspected your return, and let you know if the outcome. If approved, you’ll be automatically refunded on your original payment method. Please note it can take up to 5-6 business days for your bank or credit card company to process the refund, and a few working days to appear on your statement once processed.
Returns
All returns must be received by us within 7 days of you receiving your order. If we have sent you an incorrect item, we will send you the correct item at our cost.
If your parcel has been returned to us due to an incorrect address or inability to receive (ie courier being unable to locate or leave the items at the delivery address), we will provide you a refund excluding shipping and handling fee. iGrocer NZ is not responsible for any additional freight costs incurred.
Please ensure you supply the correct delivery address when placing your order, having the right post code by checking against the New Zealand Post website.
Exchanges
Once the return is accepted, the fastest way to ensure you get what you want is to return the item you have, and make a separate purchase for the new item.
Cancelling an order
If you have ordered an item accidentally or need to cancel an order that has been placed please contact us at info@igrocernz.com for assistance as soon as possible. As long as the order has not been processed and shipped we can cancel it for you and will refund the full amount charged. Once an order has been dispatched, it cannot be cancelled.
In the unlikelihood that we cancel an order (or not accept an order) in whole or in part, due to products not being available, or a manifest error in the price or product description on our website, or the order has been placed in breach of the Terms of service. We will notify of any cancellation as soon as reasonably possible and refund you the relevant amount you paid via your original payment method.
Missing Parcels
If you have not received your parcel within the delivery time frame specified please contact us immediately on info@igrocernz.com. We will advise you on the claiming process on a case per case basis. Please note that all claims outside of 30 days you receiving your order will not be considered.