Refunds & Returns Policy

Last updated: October 2026

Origin Grove Limited wants every customer to receive products in excellent condition and exactly as described. This policy explains how returns, refunds, replacements and damaged or incorrect orders are handled.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty, unsafe, incorrect, or does not match the description provided at the time of purchase, please contact us as soon as reasonably possible.

Please email origingrovenz@gmail.com and include:

• your name;
• order number;
• details of the problem; and
• photographs of the product and packaging where relevant.

Depending on the circumstances and your rights under New Zealand law, we may provide a replacement, refund, credit, or another appropriate remedy.

The Consumer Guarantees Act requires products sold by New Zealand businesses to be of acceptable quality, fit for purpose, match their description and arrive within the agreed or a reasonable timeframe and in acceptable condition. Consumer Protection

Change-of-Mind Returns

Origin Grove is not required to provide a refund or exchange where you simply change your mind, order the wrong product, or later find the product available elsewhere at a lower price. Consumer Protection

However, we may accept a change-of-mind return at our discretion where the product:

• is unopened and unused;
• remains in its original sealed packaging;
• is in resalable condition; and
• is returned within 14 days of delivery.

Please contact us before returning any product.

Approved change-of-mind returns may be provided as a refund, exchange or store credit at Origin Grove’s discretion.

Return delivery costs for an approved change-of-mind return are normally the customer’s responsibility.

Food and Beverage Products

For health, hygiene and product-integrity reasons, opened food or beverage products generally cannot be returned simply because of a change of mind.

This includes opened:

• coffee beans;
• ground coffee;
• Pocket Brew sachets or boxes;
• food products; and
• other consumable products.

This restriction does not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet the guarantees required by New Zealand law.

Sale and Promotional Items

Products purchased during a sale, introductory promotion, discount campaign or with a promotional code remain covered by the Consumer Guarantees Act.

A promotional or sale price does not remove a customer’s rights where a product is faulty or otherwise fails to meet statutory guarantees. Consumer Protection

Change-of-mind returns for promotional or clearance products may be excluded where this is clearly stated before purchase.

Refunds

Once we have assessed an approved return or confirmed that a refund is appropriate, the refund will normally be issued to the original payment method.

Processing time depends on your bank, card provider or payment processor and may take several business days after we have processed the refund.

If you have received confirmation from us that a refund has been processed but it has not appeared after a reasonable period, please contact your bank or payment provider first.

You can then contact us at origingrovenz@gmail.com if further assistance is required.

Exchanges and Replacements

Where a replacement is appropriate, we will arrange replacement of the affected product subject to availability.

If the same product is unavailable, we may offer:

• an equivalent replacement;
• store credit; or
• a refund,

depending on the circumstances and your legal rights.

Where the Consumer Guarantees Act requires Origin Grove to provide a remedy, it will be provided at no charge to the customer and within a reasonable time. Consumer Protection

Delivery Damage

Please inspect your order reasonably soon after delivery.

If your parcel or products appear damaged during transit, contact us and provide photographs showing:

• the external shipping packaging;
• the damaged product;
• product labels where relevant; and
• the shipping label.

Please retain the damaged goods and packaging until we confirm whether they are required for courier or freight assessment.

Missing or Incorrect Products

If an item is missing from your order or you receive an incorrect product, please contact us at origingrovenz@gmail.com.

We will investigate and arrange the appropriate correction as quickly as reasonably possible.

Return Shipping

Do not return products without contacting Origin Grove first.

If a return is required because the product is faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, Origin Grove will arrange or reimburse reasonable return costs where required.

For discretionary change-of-mind returns, return shipping costs are normally the customer’s responsibility.

We recommend using a tracked delivery service for customer-arranged returns.

Gifts

Where a product was purchased as a gift, any refund will normally be processed to the original purchaser and original payment method.

Where appropriate, we may instead offer the recipient an exchange or store credit.

Proof of Purchase

We may ask for reasonable proof of purchase such as:

• an Origin Grove order number;
• online order confirmation;
• invoice;
• receipt; or
• other evidence showing the product was purchased from Origin Grove.

Business and Wholesale Customers

Separate return, credit and damage terms may apply to approved wholesale, stockist, café, hospitality, office or corporate accounts.

Where applicable, these will be set out in the relevant trade terms, quote, invoice or supply agreement.

Consumer Rights

Origin Grove trades in New Zealand and complies with applicable New Zealand consumer law.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

Businesses cannot use store policies or fixed time limits to remove statutory rights relating to faulty goods. Consumer Protection

Need Help?

For refunds, returns, damaged products or order enquiries, contact:

Origin Grove Limited
Email: origingrovenz@gmail.com
Phone: +64 4 280 1801
Website: www.origingrove.co.nz