Refund Policy

This Refund Policy outlines the conditions under which Wavefoods / Wave International (“we”, “us”, “our”) may issue refunds, credits, or replacements for goods supplied to approved trade customers. Our goal is to ensure fair resolution while maintaining product safety and quality standards.

1. Eligibility for Refunds

Refunds or credits may be issued in the following situations:

• Goods received damaged
• Incorrect items supplied
• Short-delivered items
• Products that do not meet expected quality standards

Refunds are generally issued as account credits unless otherwise agreed. Cash refunds may be available only in exceptional circumstances.

2. Items Not Eligible for Refund

Due to food safety and regulatory standards, the following items cannot be returned or refunded unless incorrect or damaged upon delivery:

• Chilled, frozen, or temperature-sensitive products
• Opened or partially used goods
• Bulk ingredients removed from original packaging
• Products purchased on clearance or short-dated specials
• Goods damaged due to improper handling or storage after delivery

3. Reporting a Refund Request

All refund or credit claims must be lodged within 24–48 hours of receiving your order.

Please include:

• Invoice number or order number
• Product name and quantity
• Description of the issue
• Clear photos showing the damage or problem

Claims submitted outside this window may not be eligible unless approved by management.

4. Assessment Process

Once we receive your claim:

• We review the information and photos provided
• We may contact you for additional details
• We may request a product return or arrange a pickup depending on the situation

A refund, replacement, or store credit will only be issued once the claim has been verified by our team.

5. Refund Method

Approved refunds will be processed as:

• Store credit (default)
• Replacement items sent in the next delivery
• Bank transfer refund (only if necessary and authorised)

6. Cancelled Orders

Orders can only be cancelled before they are picked, packed, or dispatched. Once goods are on the way, cancellation is not possible.

7. Incorrect Delivery Information

Refunds will not be issued for delays or losses caused by:

• Incorrect delivery addresses
• No one present to receive goods
• Unclear delivery instructions

8. Contact Us

If you need to make a refund or credit request, contact us at:

Email: info@wavefoods.co.nz
Phone: 09-2183525
Address: 3/43, Main Road, Kumeu,Auckland-0810