Refund policy
Returns & Refund Policy
Effective Date: April 2026
At Fresca Freeze Dry, we take pride in producing high-quality freeze-dried fruit. Due to the nature of our products, we have specific policies regarding returns and refunds.
1. Change of Mind
Due to food safety regulations, we do not accept returns or exchanges for change of mind.
This includes:
- Incorrect product choice
- Change in personal preference
- No longer wanting the item
2. Your Rights Under New Zealand Law
Under the Consumer Guarantees Act 1993, you are entitled to a remedy if a product:
- Is faulty or damaged
- Is not of acceptable quality
- Is unsafe to consume
- Does not match the description provided
If your product meets any of the above conditions, you may be eligible for a replacement, refund, or store credit.
3. Damaged, Faulty, or Incorrect Items
If there is an issue with your order, please contact us within:
- 48 hours of delivery for damaged items
- 7 days of delivery for quality concerns
Please include:
- Your order number
- A description of the issue
- Photos showing the problem (if applicable)
Email: frescafreezedry@gmail.com
We will assess your claim and work with you to provide a suitable resolution.
4. Food Safety & Returns
For health and safety reasons:
- We cannot accept returned food items once they have been delivered
- We may not require the item to be sent back before issuing a resolution
This policy ensures compliance with the Food Act 2014 and protects all customers.
5. Refunds
If a refund is approved:
- Refunds will be processed to your original payment method
- Please allow 3–7 business days for the refund to appear, depending on your provider
6. Replacements
Where appropriate, we may offer a replacement product instead of a refund.
7. Non-Refundable Situations
We are unable to offer refunds or replacements where:
- The issue is reported outside the stated timeframes
- The product has been consumed or altered (unless faulty)
- The delivery address provided was incorrect
- The parcel was stolen after confirmed delivery
8. Contact Us
If you have any concerns about your order, please reach out:
Email: frescafreezedry@gmail.com