Refund policy

 

Return and Refund Policy

Our aim is for you to be delighted with every order from Yellow Not Pink. As our products are fresh and perishable food items, our return and refund policy is tailored to ensure freshness and quality.

1. Our Guarantee (Consumer Guarantees Act - CGA)

Under the New Zealand Consumer Guarantees Act (CGA), all products we supply must be of acceptable quality, fit for purpose, and match their description. We are committed to meeting these standards.

2. Non-Returnable Items (Due to Perishability & Food Safety)

Due to the perishable nature of our products and for reasons of food safety and hygiene, we generally do not accept returns or exchanges on our food items simply because of a change of mind.

3. When You Can Request a Refund/Replacement:

You are entitled to a refund or replacement if your product is:

  • Damaged on Arrival: If your order arrives clearly damaged or unfit for consumption due to transit issues.

  • Defective/Unacceptable Quality: If the product is found to be of unacceptable quality upon opening (e.g., mouldy, stale ahead of its best-before date, incorrect product delivered).

  • Incorrect Order: If you receive a product different from what you ordered.

4. Process for Damaged, Defective, or Incorrect Orders:

If you believe your order falls into one of the categories above, please follow these steps:

  • Contact Us Immediately: You must notify us within [e.g., 24-48] hours of receiving your order. Please email us at hola@yellownotpink.co.nz

  • Provide Evidence: To help us assess your claim quickly, please include:

    • Your order number.

    • A clear description of the issue.

    • Photographs of the damaged, defective, or incorrect product, including its packaging and any relevant date codes.

  • Assessment: We will review your claim and may ask for further information. We reserve the right to request the return of the product at our expense for inspection, if necessary.

  • Resolution: If your claim is valid, we will offer you a choice of:

    • A full refund to your original payment method.

    • A replacement of the product(s) in your next available shipment.

    • Store credit for the value of the product(s).

5. Delivery Issues (e.g., Non-Delivery, Late Delivery):

  • Non-Delivery: If your order does not arrive within the expected delivery timeframe, please contact us. We will investigate with our shipping provider.

  • Late Delivery: While we strive for timely delivery, we cannot be held responsible for delays outside of our control (e.g., courier delays, adverse weather conditions). We will communicate any known significant delays. Refunds or replacements for late delivery will be assessed on a case-by-case basis, particularly if the delay results in spoilage.

6. Product Care & Storage:

  • It is the customer's responsibility to store the tortillas and other products according to the instructions provided on the packaging (e.g., refrigeration, freezing). Failure to store products correctly may void any guarantee regarding freshness or quality.

7. Order Cancellation:

  • Orders can be cancelled without penalty if notification is received before our Saturday 1:00 PM cut-off.

  • Cancellations requested after the cut-off may incur a fee or be unable to be processed if baking has already commenced. Please contact us immediately to discuss.

8. Changes to Orders:

  • Changes to orders (e.g., adding/removing items, changing delivery address) must be requested before the Saturday 1:00 PM cut-off. We cannot guarantee changes after this time.

9. Contact Us:

For any questions regarding our return and refund policy, please contact us at hola@yellownotpink.co.nz or send us a message through our website.