Refund policy

Returns

Online & In-Store Refund & Exchange Policy

As we sell bulk food and most of our items are not conventionally packaged, we are not able to control the manner in which the food is stored once it leaves Re-store. Therefore, we are unable to accept returns of all refill products, including food and liquid refillable/bulk products such as Ecostore, oils, vinegars and dressings) due to a change of mind, mistaken purchase or unwanted gift.

For all non-food items, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You will be responsible for the cost of freight when sending back the goods you wish to exchange.

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

To complete a return, you can contact us at hello@re-store.co.nz . If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items that are ordered online and then sent back to us without first requesting a return cannot be accepted. 

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.

Online order changes

If you wish to make a change to your order, please contact us immediately and if your order has not been packed or dispatched we will always do our best to accommodate your request.

Faulty items

Should you purchase a non-food item and find it to be faulty, we will provide an exchange or refund the purchase price if returned within 30 days with the original receipt.

Incorrect, missing or damaged items

We strive to ensure all our customers are 100% satisfied with our products and service so please contact us within 48 hours of receiving your order if you have received a damaged product or incorrect item.

Please provide a photo of the damaged item/s, alongside proof of purchase, in order to qualify for a full refund of the product. Before a refund or replacement is issued for certain items, we may request that the item be returned. We will always aim to refund the amount of the product or replace it in your next order and are happy to resolve any issues with you.

If an item is missing from your order and you have not been notified that it is out of stock please notify us within 48 hours, so we can investigate this for you. Please ensure to check your order against the invoice as soon as your order arrives.

Out of Stock Items

We do our best to ensure our website reflects the correct stock levels of our products, but sometimes the product you order may not be available, due to the stock levels constantly changing. We apologise if this happens, and will be sure to contact you with either an alternative product, refund, or for the order to be sent once it is received from the supplier.

If you would like to add yourself to a waiting list / request an out of stock product, please email us at hello@re-store.co.nz

Delivery

Due to using a third party courier company please understand that some issues regarding delivery are out of our control. We cannot confirm exactly when you goods will arrive but we strive to ensure our deliveries are dispatched promptly and will work with you /the courier company where necessary to locate your goods if there is an issue.

Anyone at the delivery address that receives the order will be presumed by Re-store to be authorised to receive the goods. Please ensure accurate delivery address is provided, as we do not take any responsibility for damage or loss of your order due providing the incorrect address.

Some of products are sensitive to weather e.g chocolates & sun, so all our goods are best kept in a cool, dark place. We cannot guarantee the state of the goods throughout the freight process and if the order is not unpacked and stored correctly within a few hours. We do not advise leaving your order outdoors for prolonged periods of time.

Signing for your order

All orders that leave no delivery instructions will be left at the front door or in the safest place if no one is home to receive the order or if no one answers the door. We are unable to take any responsibility for the loss or damage of your goods after it has been delivered to your nominated address.

Please make a note in the delivery instructions/comments section if you would like to physically sign for your package and we will ensure the driver will not leave your order until it has been signed for.  Please note that if you request this service and no one is home to sign for the order, we are unable to take responsibility for any items that have perished as a result of being returned to the courier depot.  If you are not home to receive your order we are unable to take any responsibility for theft or spoilage.

Re-store assumes no responsibility or liability for any loss or damage occurring by reason of delay or inability to deliver as a result of unavoidable causes such as flooding or fires.