Refund Policy – Kabayan Value Mart
At Kabayan Value Mart, we are committed to delivering high-quality goods and ensuring your satisfaction with every purchase. However, we understand that there may be occasions when you need to return an item. Our Refund Policy is designed to be fair, transparent, and in accordance with New Zealand consumer laws, including the Consumer Guarantees Act 1993.
1. Eligibility for Refunds
To qualify for a refund, your item must meet one or more of the following criteria:
- The item is faulty or defective
- The item is significantly different from its description or sample
- The item is damaged during transit
- You received the wrong item
We do not offer refunds for change of mind, incorrect orders made by the customer, or items that have been used or opened (unless faulty).
2. Consumer Guarantees Act Compliance
All refunds and returns are handled in accordance with the New Zealand Consumer Guarantees Act 1993. If a product you receive is not of acceptable quality, not fit for purpose, or does not match its description, you are entitled to a repair, replacement, or refund.
3. How to Request a Refund
If you believe your item qualifies for a refund, please follow these steps:
- Contact Us: Email us at contact@kabayanvaluemart.co.nz or call +64220892799 within 7 days of receiving your order.
- Provide Details: Include your order number, item(s) in question, and a detailed description of the issue, including photos if the item is damaged.
- Assessment: Our customer service team will assess your request and provide further instructions.
Please do not send items back without prior approval, as unauthorised returns will not be processed.
4. Return Process
Once your refund request is approved:
- You may be required to return the item to us.
- Returned items must be in their original packaging and condition (unless damaged).
- You are responsible for return shipping costs unless the item is faulty, damaged, or sent in error.
Kabayan Value Mart is not responsible for returns lost in transit, so we recommend using a trackable shipping method.
5. Refund Timeframe
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days and applied to your original method of payment.
Delays may occur depending on your payment provider or bank processing times.
6. Non-Refundable Items
The following items are not eligible for refund unless they are faulty:
- Perishable goods (e.g., fresh produce, dairy, meat)
- Health and hygiene products (e.g., personal care items, opened cosmetics)
- Clearance or final sale items (clearly marked at time of purchase)
7. Exchanges
If you prefer an exchange rather than a refund, we are happy to accommodate where possible. Exchanges are subject to product availability. If the requested exchange item is unavailable, a refund will be issued instead.
8. Online Order Discrepancies
For online orders, it is essential to verify your cart before finalising your purchase. If you receive an incorrect or incomplete order, please contact us immediately.
We will investigate the issue and ship any missing items or arrange an exchange/refund, as appropriate.
9. Refunds for Cancelled Orders
If you wish to cancel an order before dispatch, please contact us as soon as possible.
- If the order has not been shipped, a full refund will be issued.
- If the order has already been dispatched, shipping fees may not be refundable.
10. Faulty or Damaged Goods
We take care in packaging your goods, but occasionally damages may occur during transit. If your product arrives damaged:
- Take photos of the packaging and the damaged goods
- Notify us within 48 hours of receiving the item
- We will assess the damage and offer a replacement, refund, or store credit as appropriate
11. Store Credit Option
If you prefer not to receive a refund, you may request store credit instead. Store credits are valid for 12 months from the date of issue and can be used toward any future purchase online or in-store.
12. Bulk and Business Orders
Refund requests for large, custom, or wholesale orders will be evaluated on a case-by-case basis. Special terms agreed upon at the time of purchase will apply.
13. Incorrect Bank Details or Payment Method
Please ensure that your payment details are accurate when requesting a refund. Kabayan Value Mart is not responsible for delays or losses due to incorrect account information.
Refunds will only be made to the original method of payment used for the purchase.
14. Contact Information
For any refund-related queries, please contact our customer care team:
Email: contact@kabayanvaluemart.co.nz
Phone: +64220892799
Address: 51 Wickham Street, Bromley, Christchurch 8062, New Zealand
We’re here to help and ensure your shopping experience with Kabayan Value Mart is a positive one.
15. Policy Changes
Kabayan Value Mart reserves the right to amend this Refund Policy at any time without prior notice. Any changes will take effect immediately upon posting to our website.
We encourage you to review this page periodically for any updates.
Thank you for shopping with Kabayan Value Mart – your trusted grocery in New Zealand.
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