Refund policy

RETURN POLICY

Unfortunately, our food safety plan does not allow perishable items such as Caviar to be returned. We regret that we are also unable to accept returns on gift cards.

REFUND POLICY

ORDER CANCELLATION AND NON-DELIVERY

Orders may be cancelled up to the point of dispatch, providing they have not yet left the New Zealand Caviar House. In this instance a full refund minus the Shopify transaction fees will be provided via the original method of payment.

Once an order has been dispatched by the New Zealand Caviar House it cannot be cancelled.

Please ensure you supply the correct delivery address when placing your order. New Zealand Caviar House takes no responsibility for orders delivered to the wrong address, due to incorrect delivery information being provided by the customer. 
You can always contact us for any return question at orders@caviar.org.nz. 

Damages and issues 

New Zealand Caviar House makes every effort to pack and get your order to you in perfect condition. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

In the unlikely event that your order is damaged in transit we will endeavour to replace or refund the affected items at our discretion. We may require additional information and/or photos from you to process this.

Should a product prove defective we will happily replace or refund the affected item/s at our discretion. We may require additional information and/or photos from you in order fulfil our food safety and quality assurance processes and to process a replacement or refund.

Any refunds will be processed via the original method of payment. Please note that refunds to a credit card may take a few working days to appear on your credit card statement once processed.

Your satisfaction is very important to us. If you have any queries about your order or a particular product, please contact us at orders@caviar.org.nz.