Refund policy

Products ordered in error or due to a change of mind cannot be returned once received, in accordance with food safety and hygiene regulations.

Please ensure your delivery address is entered correctly at checkout, as refunds or credits will not be issued for errors in the delivery details provided.

If you believe any product purchased through Online Meats is damaged, defective, or does not meet the quality described on our website, you must notify us within 48 hours of delivery for fresh or chilled items, or within 7 days of delivery for frozen items that have remained unopened and properly stored.

We ask customers to inspect all products promptly upon receipt and refrigerate or freeze items immediately in line with safe food handling practices.

If products are frozen or stored after delivery and a concern is raised at a later date, claims will be assessed on a case-by-case basis. As storage, thawing, and handling conditions are outside our control once delivered, we may require supporting evidence such as photos of the product, packaging, labels, and details of how the item was stored.

Claims made after 7 days from delivery, or after an extended storage period, may limit our ability to investigate the issue and may not be eligible for refund, replacement, or credit where the cause cannot be reasonably verified.

If an item is missing from your order, you must notify us within 48 hours of receiving your delivery. Claims made outside this timeframe may not be accepted, as we may be unable to verify the issue.

Only the specific product identified as faulty will be replaced, refunded, or credited. Unopened items will only be replaced where a verified issue is also identified.

We will review any digital or physical evidence provided and notify you of the outcome as soon as reasonably possible. Where a claim is verified, a replacement, refund, or store credit may be provided for the affected product(s), in line with our obligations under the Consumer Guarantees Act 1993.

For other refund requests, please email us at info@onlinemeats.co.nz. Requests will be considered reasonably and in accordance with our obligations under the Consumer Guarantees Act 1993.