Refund policy

All return questions can be directed to orders@auntytommys.co.nz

RETURNABLE ITEMS (30 Days)
You have 30 days to return an item under the following conditions. 1. Packaging or container is damaged upon delivery. 2. If the koko is faulty or unsafe, you have the right to a refund or replacement under the Consumer Guarantees Act. Koko is a a non perishable good so is considered shelf stable for 12 months. While we do our upmost best to ensure your product is shipped in the best condition possible, we cannot control how our carriers handle each shipment once it leaves our facility. Our products are robust but are also heat sensitive.

We do not give refunds or returns if you have changed your mind.   

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will do our best remedy any issues in a reasonable timeframe.

If you believe you received a damaged product from Aunty Tommy's, please follow these steps. 

  1. Notify us by email: orders@auntytommys.co.nz
  2. Attach photos to your email.
  3. Include the name of the retailer and your place of purchase for e.g. supermaket or online. 

EXCHANGES
We offer exchanges on all damaged goods.

REFUNDS
Refunds are processed and assessed on a case by case basis. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.