Refund policy

This policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits or excludes your rights under New Zealand law.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us at hello@cocoacrush.co.nz as soon as reasonably possible after receiving your order, and preferably within 14 days.

Where goods fail to comply with the Consumer Guarantees Act, you may be entitled to a repair, replacement, or refund depending on the circumstances.

We may request photos and order details to assess the issue.

Change of Mind

We are not required to provide a refund or exchange if you change your mind. However, we may offer a return or store credit at our discretion in limited circumstances.

Eligibility for Returns (Where Applicable)

Where a return is agreed outside of CGA rights, items must be:

• Unused and in original condition
• In original packaging
• Accompanied by proof of purchase

Perishable Goods

Our products include perishable items such as chocolate and confectionery. These are not generally eligible for return for change-of-mind reasons.

However, you retain all rights under the Consumer Guarantees Act if the goods are faulty, damaged, unsafe, or not as described.

How to Start a Return or Claim

To initiate a return or make a claim, please email hello@cocoacrush.co.nz with:

• Your order number
• A description of the issue
• Clear photos (if applicable)

Items should not be returned without prior approval, as they may not be accepted.

Missing or Incorrect Items

If your order is missing items or contains incorrect products, please contact us within 14 days of delivery.

We will assess the issue and, where appropriate, arrange a replacement or refund in line with your rights under the Consumer Guarantees Act.

Variations and Substitutions

As our gift boxes are hand-assembled, some products may be seasonal, limited edition, or subject to availability.

Where substitutions are necessary, we will ensure items are of equal or greater value and similar quality. Minor variations in presentation or packaging may occur and do not constitute a fault.

Refunds, Replacements or Remedies

Where a product is confirmed to be faulty, damaged, or not compliant with the Consumer Guarantees Act, we will offer a remedy which may include:

• Replacement
• Repair (where applicable)
• Refund

The remedy provided will depend on the nature of the issue and your statutory rights.

Refund Process

If a refund is approved, it will be processed to your original payment method. Processing times may vary depending on your bank or payment provider.

We will notify you once your refund has been processed.

Late or Missing Refunds

If you have not received your refund:

• Check your bank account again
• Contact your card provider or bank (processing delays may occur)

If you still have not received it after this, please contact us at hello@cocoacrush.co.nz.

Contact

If you have any questions about returns or refunds, please contact:
hello@cocoacrush.co.nz