return policy

Return Policy

This Return Policy outlines how product returns are handled by Wavefoods / Wave International (“we”, “us”, “our”). It explains when customers may request a return, replacement, or credit for products supplied through our wholesale distribution services.

1. Eligibility for Returns

Returns may be accepted in the following situations:

The incorrect product was supplied
Products arrived damaged, spoiled, contaminated, or unsafe to consume
A short delivery or packing error occurred
The product quality is below acceptable standards upon arrival

Returns are not accepted for:

Change of mind
Products ordered incorrectly by the customer
Goods that have been opened, partially used, or tampered with
Items damaged after delivery due to improper handling or storage
Temperature-sensitive or perishable goods unless faulty at delivery
Products purchased on clearance, short-dated, or non-returnable specials

2. Return Timeframe

All return requests must be lodged promptly:

Within 24 hours for frozen or chilled goods
Within 48 hours for dry goods

Claims made outside these timeframes may not be accepted unless approved by management.

3. How to Lodge a Return Request

To request a return, please contact your assigned account manager or email our team with:

Invoice or order number
Product name(s) and quantity
Description of the issue
Clear photos of the product and packaging

The more information provided, the faster we can process your claim.

4. Assessment Process

Once your return request is submitted:

Our team reviews your claim and supporting photos
We may contact you for additional details if required
We may request the product be returned, or arrange a collection

A replacement, credit, or return approval will only be issued once the claim has been verified.

5. Outcomes

Once approved, we may provide one of the following:

Replacement product (on your next scheduled delivery)
Account credit applied to your trade account
Refund (only in special, approved circumstances)

6. Non-Delivery or Delivery Errors

Please notify us immediately if an order has not arrived or has been delivered incorrectly. Claims must be made within the standard return timeframes.

7. Contact Us

If you need assistance with a return request, please contact our customer support:

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