Return Policy

Effective Date: 13/11/2023 Onwards

1. Introduction

At Torere Macadamias Limited, we are committed to providing you with the highest quality products and services. We understand that there may be rare occasions when you have concerns about your purchase. This return policy outlines our guidelines and procedures for returns and refunds related to our food products.

2. Eligibility for Returns

We accept returns and issue refunds under the following conditions:
 

• You received the wrong item(s).
• The item(s) you received are damaged or spoiled.
• You have a valid reason, such as a food allergy or dietary restriction, for returning the product(s) and can provide proof of the issue.
• You contact us within 24 hours of receiving the product(s) to report the issue.

3. Return Process

To initiate a return or request a refund, please follow these steps:

a. Contact our Customer Service Team:

• Email: Sales@toreremacadamias.co.nz
• Phone: 0274 687588
• Provide your order number, details of the issue, and any relevant information, such as photos of the damaged or incorrect items.

b. Await Return Authorization:

• Our team will review your request and provide you with return instructions and, if necessary, a return authorization (RA) number.

c. Return the Product:

• If requested, package the product securely, following our instructions.
  Include a copy of the RA confirmation email or reference number inside the package.

d. Arrange for Return Shipping:
 

• Follow our instructions for return shipping. We may provide a prepaid shipping label for eligible returns.

4. Refund or Replacement

Upon receiving and inspecting the returned product(s), we will offer one of the following options:

a. Refund: We will process a refund to your original payment method within 5 business days after verifying the issue with the returned items.

b. Replacement: If the issue is related to incorrect or damaged items, we will send you a replacement at no additional cost.

5. Contact Us

If you have any questions or need further assistance with our return policy, please reach out to our Customer Service Team using the contact information provided above.

6. Food Safety and Quality Assurance

We take food safety and quality seriously. If you believe that the food product(s) you received may pose a health risk, please do not consume them and contact us immediately. We follow strict food safety guidelines and will investigate and address any potential issues promptly.

7. Disclaimer

Please note that due to the perishable nature of our food products, we may not be able to accept returns for reasons other than those outlined in this policy.

We reserve the right to update or modify this return policy at any time, so please check back periodically for any changes.

Thank you for choosing Torere Macadamias Limited. We appreciate your trust and business.