Protects against damages and non delivery by the courier for just $2.00.
Refund policy
Returns and refunds
Our meals are frozen, perishable food, so for food-safety reasons we can't take back meals because you changed your mind or ordered the wrong thing.
Your rights under the Consumer Guarantees Act
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If something you buy from us is faulty, unsafe, not as described, or doesn't arrive, you're entitled to a remedy. Usually that's a replacement or a refund. Where the problem is serious, you choose which.
If something's wrong with your order
This covers meals that arrive damaged, thawed or spoiled, wrong or missing items, and orders that don't arrive.
- Email info@swolefoods.co.nz with your order number, what's wrong and, if you can, photos (including the box and its label).
- If you can, please tell us within 24 hours of delivery, and don't eat any meals you think may be unsafe. Hearing from you quickly helps us sort it out with the courier. If you contact us later, we'll still look at your claim fairly.
- We'll reply within 2 working days. If there's a problem, we'll replace the affected meals or refund them to your original payment method. If you'd rather have a credit or voucher, you can choose that instead.
Approved refunds are paid within 5 working days. Your bank may take a few more days to show the refund in your account. If you haven't seen it after that, email info@swolefoods.co.nz.
Deliveries
Your order is our responsibility until the courier delivers it to the address you gave us. If it's lost or damaged on the way, we'll replace or refund it. After the courier records it as delivered to that address, including leaving it there when no one is home (you agree to this when you order), it's your responsibility. That means we can't cover theft or loss after delivery. If you think the courier delivered to the wrong address, tell us and we'll investigate with them.
Shipping Protection (optional)
Shipping Protection is an optional extra at checkout. With it, we'll replace or credit a damaged, lost or missing order straight away, without waiting for a courier investigation. You don't need Shipping Protection to get a remedy the law gives you. It's a faster route and extra cover, not a condition of your rights.
Sale and discounted items
Like the rest of our food, sale items can't be returned because you changed your mind. They're still covered by this policy and the law if they're faulty or wrong.
Rural addresses
We don't deliver to rural addresses, because rural courier times are too long to keep meals frozen. If a rural order gets through checkout, we'll contact you to change the address, or cancel and refund it in full before it's sent.
Business customers
If you're buying for a business, see clause 12 of our Terms of Service.
Contact: info@swolefoods.co.nz · Swolefoods Private Limited (NZBN 9429046934345), 13a Sultan Street, Ellerslie, Auckland.