Refund policy

Last updated: 9 May 2026

At Grow-nola, we stand behind our product. If something goes wrong, we'll make it right.

1. Our refund promise

Because Grow-nola is a perishable food product, we can't accept returns for change of mind. We will refund or replace your order if:

  • It arrives damaged, crushed, or spoiled
  • It's past the best-before date when it reaches you
  • The contents don't match what was described on our site
  • It has a manufacturing defect

2. How to request a refund or replacement

If your order has an issue, email us at grownola.business@gmail.com within 7 days of delivery with:

  • Your order number
  • A clear photo of the damage, defect, or issue
  • A brief description of what went wrong

We'll respond within 1–2 business days and sort it out.

3. What happens next

Once we've reviewed your claim, we'll either:

  • Send a replacement — we'll ship out a new one at no cost, usually within 2–3 business days
  • Issue a refund — we'll refund your full order amount, usually within 5–7 business days

We may ask you to dispose of the damaged product for food safety reasons.

4. Return shipping

If your order arrived damaged and we're sending a replacement, we'll cover the cost. You don't need to send the damaged product back — just let us know what happened and send photos.

5. If it's been damaged in transit

Our packaging is designed to protect Grow-nola, but sometimes things go wrong. If your parcel arrived damaged:

  • Take a photo of the damage (outer box and contents)
  • Email us with your order number and photos within 7 days
  • We'll arrange a replacement or refund

If the damage was clearly the courier's fault, we may pursue a claim on our end — but that won't delay your refund or replacement.

6. If your order doesn't arrive at all

Your order comes with NZ Post tracking. If it doesn't arrive within the estimated timeframe:

  • Check the tracking link we sent you — it may have been left at a safe place
  • Ask neighbours or check any safe-drop locations the courier uses
  • Wait 24 hours in case it arrives late
  • If it's still missing after that, email us with your order number and tracking details

We'll investigate with NZ Post and get you sorted — either tracking down your parcel or sending a replacement.

7. Incorrect address refunds

If a parcel is returned to us because the address was wrong, we'll contact you to arrange re-shipment. Additional shipping charges will apply — we can't absorb costs for incorrect addresses.

8. Your consumer rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you're buying for personal use, you have guaranteed rights to products that are of acceptable quality, fit for purpose, and match their description.

If you believe Grow-nola breaches these rights, you can contact us or the Commerce Commission.

9. Refund timeline

Once we've approved your refund, it typically takes 5–7 business days to appear in your account. The exact timeframe depends on your bank.

10. Exchange or store credit

If you'd prefer an exchange or store credit instead of a refund, just let us know. We're flexible.

11. Questions?

If you're unsure whether your situation qualifies for a refund or replacement, just ask. Email us at grownola.business@gmail.com with details and we'll let you know what we can do.