Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@theplantbasedpantry.co.nz. Please note that, unless agreed prior to issuing a return acceptance, returns will need to be sent to the following address:

The Plantbased Pantry, 4/660 East Street, Ashburton 7700, Canterbury, New Zealand

If your return is accepted, we’ll send you a return shipping label. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@theplantbasedpantry.co.nz.

Damages and issues
Please inspect your order upon reception and contact us immediately if any item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food (best before dependant), flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as 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 or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@theplantbasedpantry.co.nz.

Please select your products carefully, as we are not required to provide a refund or exchange if you change your mind about any purchase. Items may be exchanged on a case-by-case basis, provided the undesired item is returned in saleable condition.

If any product you have purchased is faulty, please advise us with 14 days of the original purchase date and we will provide a remedy as required by the Consumer Guarantees Act.

Products purchased online must be returned to The Plantbased Pantry prior to any refund or replacement being provided. You can always contact us for any return question at admin@theplantbasedpantry.co.nz. 

Refunds
If you receive damaged or faulty goods, we will happily provide you with a full refund, provided we are informed of the issue and provided photos of the damaged / faulty product with 24 hours of your delivery arrival.

We are not obliged to refund items if you have changed your mind about a particular product. We do not refund discounted items, except where required by the Consumer Guarantees Act. Our courier service is not refrigerated, and any perishables will be at the purchaser’s own risk.

Exchanges
We are happy to exchange items purchased for an alternate product as long as they have not been used or opened. Please contact us directly if you would like to exchange an item.

In cases where you wish to exchange an item delivered to you via our online shopping platform, items will be exchanged and shipped to you upon receipt of the undesired product by us. Unwanted items will be returned to us at your own expense.

Due to the limited nature of sale products, we cannot provide exchanges for items sold at discounted prices.

Cancellations
We are happy to cancel any purchases before the order is shipped. Please email orders@theplantbasedpantry.co.nz to change or cancel your order.

Please read our full Terms of Service

CONTACT INFORMATION

Questions about our returns and refund policy should be sent to us at admin@theplantbasedpantry.co.nz.

Our contact information is posted below:
The Plantbased Pantry & Cafe
4/660East Street
Ashburton 7700
Email: admin@theplantbasedpantry.co.nz 
Phone: 03 307 1550
9429051516499
GST 14009166