Food Safety & Allergen Information Policy

Effective Date: 1 August 2026 | Last Updated: 1 August 2026

At TWEAK, food safety, product quality and customer wellbeing are our highest priorities. We are committed to producing and supplying premium instant chai, coffee and beverage products that meet applicable New Zealand food safety requirements.

This Food Safety & Allergen Information Policy explains important information regarding our products, ingredients, allergens, storage, preparation and customer responsibilities.

This Policy should be read together with our Terms & Conditions, Returns & Refund Policy, and other policies published on www.tweak.co.nz.

1. Our Commitment

TWEAK is committed to:

Producing safe, high-quality beverage products.
Complying with applicable New Zealand food safety legislation.
Providing clear ingredient and allergen information where required.
Maintaining high standards of hygiene and quality control.
Continuously improving our food safety systems and processes.

2. Product Range

TWEAK products may include:

Instant Masala Chai
Cardamom Chai
Ginger Chai
Kashmiri Chai
Karak Chai
Madras Coffee
Other beverage premixes
Sachets
Commercial beverage mixes
Retail packs

Ingredients and formulations may change from time to time to improve product quality or accommodate supplier changes.

3. Ingredients

Each product includes an ingredient list on its packaging. Customers should always read the ingredient list before consuming a product, particularly if they have allergies, food intolerances or dietary restrictions.

If there is any difference between information on the Website and the product packaging, the packaging should be relied upon as the most current information.

4. Allergen Information

Some TWEAK products contain or may contain allergens.

Common allergens may include:

Milk (Dairy)
Soy
Tree Nuts (where applicable)
Gluten-containing cereals (where applicable)

Product-specific allergen information is provided on the product label. Customers with allergies should carefully review product labels before consumption.

5. Cross-Contact

Although we implement procedures to minimise allergen cross-contact, products may be manufactured, packed or handled in facilities that also process other allergenic ingredients.

Accordingly, we cannot guarantee that any product is completely free from unintended traces of allergens. Individuals with severe allergies should consult a healthcare professional before consuming our products.

6. Nutritional Information

Nutritional information provided on our Website or packaging is based on available data at the time of publication.

Actual nutritional values may vary due to:

natural ingredient variation;
supplier changes;
manufacturing tolerances.

Nutrition information should be used as a guide only.

7. Dietary Suitability

Certain TWEAK products may or may not be suitable for customers following specific dietary preferences.

Unless specifically stated on the product packaging or Website, products should not be assumed to be:

Vegan
Vegetarian
Gluten-Free
Dairy-Free
Nut-Free
Halal
Kosher
Organic

Customers with dietary requirements should review product information carefully before purchase and consumption.

8. Storage Instructions

To maintain product quality and food safety, customers should:

Store products in a cool, dry place.
Keep products away from direct sunlight.
Reseal opened packs immediately after use.
Avoid exposure to excessive heat or moisture.
Keep products in their original packaging where possible.
Store products away from strong odours and chemicals.

Improper storage may reduce product quality or shelf life.

9. Shelf Life

Each product includes a Best Before date printed on the packaging.

For best quality, products should be consumed before the Best Before date. After opening, products should be consumed within a reasonable period and stored correctly to maintain freshness.

10. Product Preparation

For the best flavour and quality, customers should follow the preparation instructions provided on the product packaging or our Website.

Using incorrect water temperatures, measurements or preparation methods may affect taste, texture and product performance.

11. Commercial Use

Commercial customers operating TWEAK beverage machines should:

Follow all machine operating instructions.
Use only approved TWEAK beverage premixes where required.
Maintain appropriate cleaning schedules.
Store products hygienically.
Rotate stock using a “First In, First Out” (FIFO) system.
Monitor product expiry dates.

Failure to follow recommended procedures may affect product quality and machine performance.

12. Food Safety Responsibilities

While TWEAK takes reasonable steps to ensure product safety before dispatch, customers are responsible for:

Inspecting products upon delivery.
Storing products correctly.
Following preparation instructions.
Checking expiry dates before use.
Discarding products that appear damaged, contaminated or expired.

Do not consume products if:

the packaging has been damaged;
safety seals are broken;
the product shows signs of contamination;
there are unusual odours, colours or textures.

If you have concerns about product quality, please contact TWEAK before consuming the product.

13. Product Recalls

If a product recall becomes necessary, TWEAK will take appropriate action in accordance with applicable New Zealand food safety requirements.

Where reasonably practicable, affected customers will be notified through appropriate channels, which may include:

our Website;
email;
social media;
retailers or distributors.

Customers should follow any recall instructions provided.

14. Reporting Product Concerns

If you believe a TWEAK product may be defective, contaminated or unsafe, please contact us as soon as possible.

To assist our investigation, please provide:

your order number;
product name;
batch or lot number (if available);
Best Before date;
photographs of the product and packaging;
a description of the issue.

Please retain the product and its packaging until instructed otherwise, as this may assist with our investigation.

15. Medical Information

Information provided by TWEAK is intended for general informational purposes only.

It is not intended to replace medical advice, diagnosis or treatment. If you have food allergies, medical conditions or dietary concerns, you should seek advice from an appropriately qualified healthcare professional before consuming our products.

16. Limitation of Liability

To the maximum extent permitted by law, TWEAK is not liable for adverse outcomes resulting from:

failure to read ingredient or allergen information;
improper storage or handling after delivery;
consumption of products contrary to medical advice;
misuse of products;
use of products after their Best Before date.

Nothing in this Policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation.

17. Changes to This Policy

We may update this Food Safety & Allergen Information Policy from time to time to reflect changes in our products, manufacturing processes, legal requirements or industry best practice.

The latest version will always be available on our Website.