Refund policy

At Egmont Honey, we want you to be completely satisfied with your purchase. We offer a 15-day return policy on eligible products. If more than 15 days have passed since your order was delivered, we’re unfortunately unable to provide a refund or exchange.

To qualify for a return:

• The product must be unused, unopened, and in its original sealed packaging.

• For hygiene and food-safety reasons, any opened or partially used consumable items cannot be returned unless they are defective or damaged.

• A receipt or proof of purchase is required.

• Return shipping costs are the customer’s responsibility.

If you have any questions or need help with a return, please contact us at website@egmonthoney.co.nz 

Returns Shipping Process

To initiate a return, please email website@egmonthoney.co.nz with your order details. Our team will assess your request and provide the appropriate return instructions, including the correct return address based on your location.

Please note:

• Return shipping costs are the customer’s responsibility and are non-refundable.

• Processing times may vary depending on your location.

• For items valued over NZD $75, we recommend using a trackable shipping service or purchasing shipping insurance, as Egmont Honey cannot guarantee receipt of returned goods without tracking.

• Any items sent without initial contact with Egmont Honey will not be accepted.

Order Cancellations

Orders are processed as soon as they are received. If you need to cancel, please contact website@egmonthoney.co.nz as quickly as possible.

If your order has not yet been dispatched, we will cancel it and issue a full refund.

If your order has already shipped, we’re unable to cancel it, but you may return the unopened product once it arrives. Return shipping in this case is at the customer’s cost.

Please refer to this policy for return eligibility and conditions.

Refunds

Once we receive and inspect your return, you’ll be notified via email whether it has been approved or rejected.

If approved, your refund will be processed to your original payment method.

Depending on your bank or payment provider, this may take up to 10 business days to appear.

Refunds are only issued for items that meet the eligibility criteria outlined in this policy.

Late or Missing Refunds

If you have not received your refund yet, please:

• Check your bank account again.

• Contact your credit-card company - it may take time before the refund appears.

• Contact your bank, as processing times can vary.

If you’ve completed these steps and still haven’t received your refund, please contact us at website@egmonthoney.co.nz 

 

Exchanges (for Damaged or Defective Items)

If your item arrives damaged, defective, or incorrect, we’ll happily replace it with the same product. Please contact website@egmonthoney.co.nz and include:

• Your order number

• A description of the damaged, defective, or incorrect item(s)

• A clear photo of the product received

Once verified, we’ll arrange a replacement or ship any missing items as quickly as possible. If a return is required for an incorrect or defective product, Egmont Honey will cover all associated shipping costs.

Incorrect or Missing Items

If you receive an incorrect item or your order is incomplete, please contact us within 15 days of delivery at website@egmonthoney.co.nz with:

• Your order number

• A description of the issue

• A photo of the item received (if applicable)

Once confirmed, we’ll arrange for a replacement or send the missing item(s) promptly.

Excluded Items

The following products are not eligible for change-of-mind returns:

• Clearance items

• Sachets

• Lozenges

• Throat Pops or Drops 

• Gift cards

• Any items that have been opened, used, or not returned in their original condition

If you have any questions, please reach out to us at website@egmonthoney.co.nz - we’ll be happy to assist.