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Refunds & Returns



Effective date: June 2026

This Returns and Refunds Policy applies to products purchased through www.wildwestgourmet.co.nz. It should be read alongside our Shipping Policy and Terms of Use.

1. Please choose carefully

We do not offer returns, exchanges, refunds, or credits for change of mind. Please choose carefully before completing your purchase.

Change of mind includes situations where:

  • you no longer want the product
  • you ordered the wrong item
  • your circumstances have changed
  • you found a cheaper product elsewhere
  • you decided the product is not to your personal taste, provided the product is not faulty or otherwise in breach of applicable consumer guarantees.

2. Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other law that applies. If a product does not meet a guarantee that applies under New Zealand law, we will provide an appropriate remedy as required. Depending on the situation, this may include replacement, refund, credit, or another fair resolution.

3. Food products and returns

Because we sell food products, we generally cannot accept returned products unless we have specifically asked you to return them. This is for food safety and quality reasons.

Please do not send products back to us without contacting us first. Unauthorised returns may not be accepted or refunded.

4. Breakages or shipping damage

If your product arrives broken or damaged in transit, please contact hello@wildwestgourmet.co.nz as soon as possible.

Please provide:

  • your order number
  • your full name and contact details
  • photographs of the damaged product
  • photographs of the parcel, outer packaging, inner packaging, and courier label
  • a clear description of the damage
  • the product name and quantity affected.

Please keep the damaged product and all packaging until we have reviewed the matter. We may need this information to assess the issue or lodge a courier claim.

5. Product quality issues

If you believe there is a product quality issue, please contact hello@wildwestgourmet.co.nz as soon as possible.

Please include:

  • your order number, if purchased online
  • the product name
  • the batch number, if shown
  • the best before date
  • photographs of the product, label, lid, jar or bottle, and any visible issue
  • a full description of the issue, including when it was first noticed
  • details of how the product was stored and handled after purchase
  • your full name and contact details.

This information helps us investigate properly, identify the batch, and resolve the matter fairly.

6. Incorrect or missing items

If we have sent you the wrong item or an item is missing from your order, please contact us as soon as possible at hello@wildwestgourmet.co.nz. Please include your order number, photos of what you received, and a description of the issue.

7. Assessment and remedies

Once we receive the required information, we will assess the issue and contact you with the next steps. We may ask questions or request further photos so we can understand what has happened.

Where a remedy is appropriate, we may offer a replacement, refund, credit, or another fair resolution depending on the circumstances and applicable law.

8. Refund method

Approved refunds will usually be made using the original payment method where possible. Refund timing may vary depending on the payment provider or bank processing times.

9. Gifts and third-party purchases

If a product was purchased from one of our stockists or another retailer, please contact that retailer first with your proof of purchase. If needed, they can contact us for support.

10. Contact

For returns, refunds, breakages, or product quality issues, please contact hello@wildwestgourmet.co.nz.