Returns and Refund Policy

If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact us.

The vast majority of orders at Emergency Food NZ are delivered without any problems. But understandably from time-to-time things go wrong and you may need to arrange a return. This page should help you determine what’s covered.

The item I received is not the item I ordered

Provided the item is unopened and in mint condition we’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Emergency Food NZ at PO Box 74437 , Greenlane, Auckland, 1546, New Zealand. You will be provided with a no-cost return-addressed courier satchel (or similar) and process your refund or replacement within 2–3 days of receiving your item. Please contact us first and we will provide further instructions.

The item I ordered was damaged in transit

If your item was damaged between leaving the Emergency Food NZ premises and arriving at your delivery address, you will receive a full refund or replacement. Our nominated courier will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to one week. Please note that for your claim to be accepted you must retain the original packaging for your item(s), and the original packaging material used to deliver your order e.g. the courier satchel or delivery box.

The item I ordered arrived faulty or didn’t work as intended

Please contact us. We may request you to return the item for testing. If we confirm that the item was damaged before leaving Emergency Food NZ or our supplier premises, or was faulty out of the box, your item will be repaired or replaced by Emergency Food NZ free of charge. A refund may also be offered in some circumstances.

I’ve changed my mind and no longer want the item I ordered

Change of mind returns may be processed on some items. However food related and perishable products are specifically excluded. In order for a change of mind return to be considered the item must be unopened, in mint condition and returned within 14 days. The shipping for the return will also be at the cost of the buyer. Once we have the item in hand we will assess the item and if everything checks out okay you will receive an account credit to spend at Emergency Food NZ. Or in some cases a refund may also be possible. Please contact us first to check what options are available for your product.

I’ve had my item for a while, but it no longer works as described

We will assist where possible with the repair or replacement of faulty items. Please note the repair of items can take between 2–6 weeks. If a repair or replacement is not available we may action a refund instead.

Emergency Food NZ is 100% committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.

How are refunds actioned?

If you paid via credit card or Paypal any refund will be credited back to your credit card or Paypal account. This can take a number of business days to appear back on your card or in your Paypal account after we process the refund. If you paid via bank transfer please let us know your nominated back account and any refund will be credited back to your bank account.

If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact us.