Returns & Refunds

Last updated: 10 September 2026

We want every Due Mondi order to arrive in excellent condition. This policy explains what to do if something is faulty, damaged, missing or not what you ordered.

Faulty, damaged or incorrect products

If an item arrives damaged, faulty, unsafe, missing or different from what you ordered, please contact us as soon as possible. For courier damage, contact us within 48 hours and include your order number plus clear photographs of the outer packaging, shipping label and affected products.

Keep the products and packaging until we have completed our assessment. Depending on the circumstances, we may arrange a replacement, repair, store credit or refund. Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986.

Change of mind

Because we sell food, we generally cannot accept returns for change of mind, taste preference or an incorrect selection once an order has been dispatched. This protects food safety and product integrity.

If you contact us before dispatch, we will do our best to change or cancel the order. If we agree to accept a return of an unopened, shelf-stable item, it must be unused, sealed, in its original packaging and suitable for resale. Return delivery costs may apply.

Products we cannot accept as change-of-mind returns

• Opened or partially consumed food
• Chilled, frozen, perishable or temperature-sensitive products
• Products with damaged seals or packaging
• Personalised, custom-built or specially sourced orders
• Gift cards

Refunds

Approved refunds are issued to the original payment method. Bank and payment-provider processing times can vary. Original delivery charges are not normally refundable for change-of-mind returns, but this does not affect your statutory rights when goods are faulty or incorrectly supplied.

How to request help

Use our contact page and include your name, order number, a description of the problem and relevant photographs. Please do not return products before receiving instructions from us.