Refund policy

Your satisfaction is important to us and we endeavour to sell top quality products and to maintain the best service available. Please choose carefully. If you simply change your mind, by law we do not have to refund or exchange your purchased item. However, if you do change your mind, we will exchange your purchased item for an alternative item if the purchased item has not been used, the packaging is in perfect condition and you provide us with proof of purchase.  We will not refund your item purchased if you simply change your mind. 

If a product is faulty and you return it within a reasonable period, along with proof of purchase, the purchased item will be examined by the importer or repair agent of the purchased item. If it is determined the damage is not caused by the customer's negligence or misuse, the item will be repaired. If it cannot be repaired the item will be replaced with a similar item. If the fault is determined to be serious/ major and a reasonable remedy has not been offered (e.g. the item cannot be repaired or replaced, it is substantially unfit for the purpose of its purchase, can't be made fit for it's purpose, it is unsafe/ hazardous or cannot be remedied within a reasonable time) a refund will be given. The consumer must accept the remedy the retailer chooses to provide.  If the returned product is found to be faulty, upon return of the faulty product you will not be charged for the repair or replaced item or the packaging/delivery charges to a maximum of $15 ($20 for rural districts). If it is found the item purchased is NOT a faulty product, we will attempt to repair it for you free of charge.  If we are unable to repair it free of charge we will contact you and inform you of the cost of repair.  If the item is NOT faulty, you will be charged for the packaging/ delivery charge.  If you agree to these charges we require payment before the product is repaired and returned to you. If you are returning any item, please note that risk in return to us is your responsibility until we receive the item. Please make sure any items returned to us are packed with care and sent at your own expense with a reputable courier service that will provide a track and trace facility and insurance or we will not be held responsible.  If your purchase was made on-line, and the return was due to a change of mind we will replace your purchase under the same terms as stated above.  However, the courier charge for the second delivery will be subtracted from the value of the goods initially purchased (not including the initial delivery charge). 

These policies were provided to us by the New Zealand Retailers Association and meet our obligations to provide a remedy under the New Zealand Consumer Guarantees Act.  We understand the interpretation of this Act differs from person to person and between representatives of varying government agencies, bureaus and departments. We try our best to understand these differing views and remedy any issues in the best way possible. 

Please note: APPLEWOOD The Kitchen Shop sells products for domestic use only.   Products sold by APPLEWOOD The Kitchen Shop are NOT guaranteed for commercial use.