Refunds, Returns & Order Issues Policy

Effective date: 20 December 2025

This policy applies to purchases made via the Namaste Supermarket website (Online Store) and in-store purchases (separate section below). It should be read alongside our Terms of Service.

1. Your NZ Consumer Rights

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 (CGA) or other applicable New Zealand consumer laws. Where goods are faulty, unsafe, not of acceptable quality, not as described, or otherwise fail to meet CGA guarantees, you may be entitled to a remedy (repair, replacement, or refund depending on the circumstances).

2. Definitions

Perishable Goods

Fresh produce, chilled items, frozen items, dairy, meat/seafood (if sold), and any goods requiring temperature control.

Non-Perishable Goods

Pantry items, packaged groceries, household items, etc.

Proof of Purchase

Order confirmation, receipt, or transaction record.

A. Online Orders (Website)

3. Change-of-Mind Returns (Online)

We may accept a change-of-mind return within 7 days of purchase for non-perishable items only, provided the item is:

  • Unused, unopened, and in resalable condition, with packaging intact.
  • Returned with proof of purchase.

Change-of-mind exclusions (Online):

  • Perishable Goods (food safety / cold chain integrity)
  • Items that cannot be resold for hygiene or safety reasons
  • Gift cards/vouchers (if applicable)
  • Items marked final sale or clearance (unless faulty under the CGA)

Return Shipping (Online)

For change-of-mind returns, you are responsible for return delivery costs. Original delivery fees are generally non-refundable unless required by law or we have made an error.

4. Incorrect Item, Missing Item, or Order Packing Error

If you received the wrong item, a missing item, or incorrect quantity, contact us as soon as possible with:

  • Your order number
  • Photos (where relevant)

Where we confirm an error on our side, we will (at our option and as required by law) replace the item, send the missing item, or refund the affected item. Delivery fees may also be refunded where appropriate.

5. Damaged Items or Problems in Transit

If your order arrives damaged, please notify us as soon as possible with photos of:

  • The outer packaging
  • Inner packaging
  • The damaged item(s)

If we require the item to be returned for assessment, we will provide instructions. Where damage is confirmed and is not due to misuse, we will provide an appropriate remedy (replacement/refund/credit) consistent with the CGA.

For damage occurring via third-party courier, we may require the item to be returned for assessment before approving a refund or shipping reimbursement.

6. Perishable Goods (Fresh, Chilled & Frozen)

Because Perishable Goods can be affected by transit time and storage conditions, please inspect Perishable Goods immediately on delivery.

Important: To help us resolve issues quickly, notify us within 24 hours of delivery if Perishable Goods are missing, spoiled, or not fit for consumption, and provide photos where possible.

This timeframe is an operational requirement to support prompt assessment. It does not limit your rights under the CGA.

7. Expired Goods, Defective Goods, or Quality Concerns (Non-Perishable)

If a non-perishable item is defective, expired, unsafe, or otherwise fails CGA guarantees, contact us with your order details and evidence (photo, batch/expiry details). We will provide a remedy as required by the CGA.

8. How to Request a Return/Refund (Online Process)

Email us at nismlimited@gmail.com with:

  • Order number
  • Item(s) and issue
  • Photos (where relevant)
  • Preferred contact number

We may provide a return reference and instructions. Do not return items without instructions, as this may delay processing.

9. Refund Method and Timing

  • Approved refunds are processed to the original payment method (unless otherwise required by law).
  • Processing time: typically 5–10 business days after approval (bank processing times vary).
  • If only part of an order is affected, we may issue a partial refund for the affected item(s).

10. Fraud Prevention and Chargebacks

If you believe there is an unauthorised transaction or a problem with your order, please contact us first so we can investigate and resolve it promptly. We may request information reasonably required to confirm identity, order ownership, delivery details, or to prevent fraud.

B. In-Store Purchases

11. Change-of-Mind Returns (In-Store)

We may accept change-of-mind returns within 30 days with the original receipt, provided items are unopened, unused, and resalable.

12. Defective or Damaged Products (In-Store)

If an item is defective or fails CGA guarantees, you may be entitled to a remedy. Please bring proof of purchase and the item (or photos if not practical).

13. Perishable Items (In-Store)

For Perishable Goods, notify us as soon as possible and ideally within 24 hours with proof of purchase to assist with prompt assessment (without limiting CGA rights).