Returns & Refunds

1. Our Commitment

At Grandma’s No.1 Crackling, we take pride in providing quality New Zealand-made pork and chicken crackling products.

We want every order to arrive in good condition and meet your expectations.

If something is wrong with your order, please contact us so we can help.

This policy explains how we handle returns, refunds, replacements and product quality concerns.

2. Change-of-Mind Returns

Because our products are food items, we do not generally accept returns or offer refunds for change-of-mind purchases.

This includes situations where:

• You no longer want the product

• You ordered more than you need

• You selected the wrong flavour, variety or pack size

• Your personal taste preferences have changed

Exceptions may be made at our discretion.

This policy does not affect any rights or remedies available under New Zealand consumer law.

3. Damaged, Defective or Incorrect Products

If a product arrives damaged, defective, unsafe or different from what you ordered, please contact us.

Examples include:

• Damaged or compromised packaging

• Incorrect products or quantities

• Products that do not match their description

• Products that are spoiled or otherwise unsafe

• Missing items from your order

• Products that fail to meet applicable consumer guarantees

We will assess the issue and provide an appropriate remedy in accordance with New Zealand law.

Depending on the circumstances, this may include a replacement, refund or another applicable remedy.

4. Reporting an Issue

If there is a problem with your order, we encourage you to contact us within 7 days of delivery so we can investigate promptly.

Please email N1crackling@gmail.com with:

• Your full name

• Order number

• Date of delivery

• Description of the issue

• Photographs of affected products or packaging, where available

The 7-day reporting period is a preferred notification timeframe only. It does not limit or remove your legal rights if you discover a problem later.

5. Food Safety Concerns

If you believe a product may be unsafe to consume:

• Do not consume the affected product.

• Keep the product and packaging where safe to do so.

• Contact us with the product details and any relevant batch or best-before information.

• Follow any safety or disposal instructions we provide.

We may request additional information to investigate a quality or food safety concern.

Where appropriate, we may refer the issue to our production or food safety team.

6. Returning Food Products

For food safety and hygiene reasons, products cannot generally be returned for resale once delivered.

If a product is defective or otherwise does not meet applicable legal requirements, we may arrange an appropriate remedy without requiring the product to be physically returned.

If a return is necessary, we will provide instructions.

Where a return is required because of a failure for which we are responsible, we will cover reasonable return costs as required by law.

Please do not send products back without first contacting us.

7. Refunds

Where a refund is required or approved, we will confirm the amount and arrange payment through the original payment method where reasonably possible.

Refunds may be issued for:

• Defective or unsafe products

• Incorrect or missing products

• Orders cancelled before fulfilment where a refund is due

• Products that cannot be supplied

• Other circumstances where a refund is required by law

Refund processing times may depend on your bank or payment provider.

If a refund is approved, we will process it within a reasonable timeframe.

8. Replacements

Where appropriate, we may offer replacement products.

For minor problems covered by applicable consumer guarantees, we may be entitled to choose a suitable remedy.

For failures of a substantial character, customers may have additional rights, including the right to reject the goods and choose a refund or replacement in accordance with the Consumer Guarantees Act 1993.

We will not require customers to accept a replacement where the law gives them the right to choose a refund.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders that have not yet been dispatched may be eligible for cancellation.

Once products have been dispatched, cancellation may not be possible unless required by law or agreed by us.

If an accepted cancellation qualifies for a refund, we will arrange the refund within a reasonable period.

10. Wholesale and Business Customers

We supply products to both individual customers and businesses, including retailers and stockists.

For wholesale purchases, any applicable written supply agreement may contain additional terms relating to product quality, delivery, claims and returns.

Where products are acquired in trade for business purposes, the Consumer Guarantees Act 1993 may not apply in the same way as it does to consumer purchases.

Any agreement to contract out of the Act must satisfy the legal requirements, including written agreement and fairness requirements.

Nothing in this policy automatically excludes statutory protections that cannot lawfully be excluded.

11. Consumer Rights Under New Zealand Law

Our Returns & Refunds Policy operates alongside your legal rights.

Under the Consumer Guarantees Act 1993, goods supplied to consumers must meet applicable guarantees, including acceptable quality, fitness for purpose and consistency with their description.

Where these guarantees are not met, customers may be entitled to remedies.

Nothing in this policy limits, excludes or overrides consumer rights that cannot lawfully be excluded.

12. Contact Us

If you have a question about a return, refund, replacement or product quality issue, please contact:

Grandma’s No.1 Crackling

Email: N1crackling@gmail.com

Phone: 021 124 7031

Website: https://grandmasno1crackling.co.nz/

We will review your enquiry and work towards a fair resolution.