Refund & Returns Policy

1. Cancelling an order

You can cancel free of charge at any time before we have packed your order — just call 0800 438 667 or email hello@getmoresupermarket.co.nz with your order number. If you paid online, we refund the full amount including any delivery fee.

Once an order has been packed or dispatched it cannot be cancelled, but the return and refund rights below still apply.

2. Fresh & perishable items

If any fresh, chilled, frozen or perishable item arrives damaged, spoiled, past its date, or not of acceptable quality, contact us within 24 hours of delivery or pickup — a photo helps us sort it out faster. We will replace the item or refund it, whichever you prefer. You do not need to return a spoiled perishable item.

3. Packaged & non-perishable items

Unopened packaged goods in their original, resaleable condition can be returned within 7 days of delivery or pickup for a refund or exchange. Please bring or quote your order number. Return the item to Shop 1, Great South Road, Papatoetoe, Auckland 2025, or contact us to arrange collection.

4. Wrong, missing or short-supplied items

If we packed the wrong item, left something out, or supplied less than you ordered, tell us and we will refund or replace it — no need to return anything. You are never charged for an item we did not supply.

5. Faulty items and your legal rights

If an item is faulty, unsafe, or does not match its description, you are entitled to a remedy under the Consumer Guarantees Act 1993 — normally a repair, replacement or refund depending on the fault. These rights apply in addition to, and are not limited by, this policy, and there is no time limit beyond what is reasonable for the type of product.

6. Change of mind

We are not required to refund a change of mind, but we will accept unopened, non-perishable items in resaleable condition within the 7-day window described above. For hygiene and food-safety reasons we cannot accept change-of-mind returns of:

• Fresh, chilled or frozen food that has left our temperature control
• Opened food, drink or personal-care items
• Clearance or heavily discounted "as is" items

These exclusions never apply where the item is faulty or not as described.

7. How to request a refund

1. Contact us with your order number, the item concerned, and what went wrong — a photo if relevant.
2. We will confirm the outcome, usually within 1–2 business days.
3. Approved refunds are processed immediately after that confirmation.

Call 0800 438 667, email hello@getmoresupermarket.co.nz, or use our contact form.

8. How refunds are paid

• Refunds are returned to the original payment method.
• Card refunds typically appear within 3–10 business days, depending on your bank.
• For cash or pay-on-pickup orders, refunds are arranged in store or by bank transfer, whichever suits you.
• Store credit is available instead of a refund if you prefer it.
• We do not charge any fee to process a refund.

Where only part of an order is refunded, the delivery fee is not refunded unless the whole order is cancelled or the fault was ours.

9. Substitutions

If an item sells out while we pack, we will offer a similar substitute or refund that item — your choice. If a substitute is supplied and you are not happy with it, tell us on delivery or within 24 hours and we will refund it.

10. If you are not satisfied

Please contact us first — we want to put things right. If you are still unhappy, you can seek assistance from the Citizens Advice Bureau or the Disputes Tribunal of New Zealand. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.