Returns & Refund Policy

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

At TWEAK, we are committed to supplying high-quality products and providing excellent customer service. If you experience an issue with your purchase, we will work with you to provide an appropriate remedy in accordance with this Returns & Refund Policy and applicable New Zealand consumer laws.

This Policy applies to purchases made through www.tweak.co.nz and should be read together with our Terms & Conditions, Shipping Policy, and Warranty Terms & Conditions.

Nothing in this Policy limits or excludes your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.

1. Scope

This Policy applies to:

Retail customers
Online orders
Commercial customers (subject to any separate commercial agreement)
Wholesale customers (unless separate wholesale terms apply)

It covers:

Faulty products
Damaged products
Incorrect items
Missing items
Transit damage
Warranty claims
Approved exchanges
Refunds

2. Your Rights Under New Zealand Law

If a product fails to meet the guarantees provided under the Consumer Guarantees Act 1993, you may be entitled to a repair, replacement or refund depending on the nature of the issue.

Where permitted by law, commercial purchases made for business purposes may be subject to separate commercial terms.

3. Change of Mind Returns

Due to the nature of our products, we generally do not accept returns or provide refunds for change of mind. This includes situations where you:

ordered the wrong product;
no longer require the product;
changed your preference;
ordered more than required.

However, at our discretion, we may accept an unopened, unused and resalable product returned within 14 days of delivery. Approval is not guaranteed.

If approved:

the product must remain unopened;
original packaging must be intact;
all seals must be unbroken;
the product must be in saleable condition.

Shipping costs for approved change-of-mind returns are the responsibility of the customer.

4. Food Products

For food safety and hygiene reasons, we generally cannot accept returns of:

opened chai premixes;
opened coffee premixes;
opened sachets;
opened food products;
products with broken safety seals.

Exceptions apply where:

the product is faulty;
the product is contaminated;
the incorrect product was supplied;
the product was damaged during delivery;
required by applicable law.

5. Incorrect Orders

If we have supplied the wrong product, please notify us within 7 days of delivery. We may request:

your order number;
photographs of the product;
photographs of the packaging.

Where we confirm the error, we will, at our cost:

replace the product;
arrange collection if required; or
provide an appropriate refund.

6. Damaged Products

If your order arrives damaged, please:

Photograph the parcel before opening (where possible).
Photograph the damaged product.
Keep the original packaging.
Contact us within 48 hours of delivery.

Failure to notify us promptly may affect our ability to make a claim with the courier. Each claim will be assessed individually.

7. Faulty Products

If you believe a product is faulty, please contact us as soon as reasonably possible. We may request:

photographs;
videos;
batch numbers;
proof of purchase;
a description of the issue.

Where appropriate, we may ask that the product be returned for inspection before determining the appropriate remedy.

8. Beverage Machines

Commercial beverage machines are covered by our separate Warranty Terms & Conditions. Where a machine develops a fault:

contact TWEAK before attempting repairs;
do not dismantle the machine unless instructed;
follow any troubleshooting steps provided by our support team.

Unauthorised repairs or modifications may void the warranty.

9. Products Not Eligible for Return

Unless required by law, we do not accept returns of:

opened food products;
products with broken safety seals;
products damaged through misuse;
products damaged by improper storage;
products damaged through unauthorised modification;
products damaged by incorrect electrical supply;
clearance or final sale items (unless faulty);
gift cards or digital products.

10. Return Approval

Please do not return products without contacting us first. Before returning a product, you must obtain return approval from TWEAK. We may provide:

return instructions;
a return authorisation reference;
the appropriate return address.

Unauthorised returns may be refused.

11. Return Shipping

Where the return is due to:

Our Error
Examples include:

incorrect product supplied;
faulty product;
confirmed manufacturing defect.

TWEAK will arrange or reimburse reasonable return shipping costs where appropriate.

Customer-Initiated Return
Where a return is approved for reasons other than our error (for example, an approved change-of-mind return), the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as TWEAK is not responsible for products lost during return transit.

12. Refunds

Where a refund is approved, it will generally be processed using the original payment method. Refund processing times may vary depending on your payment provider. Original shipping charges are generally non-refundable unless required by law or where the return results from our error.

13. Exchanges

Where appropriate, we may offer an exchange instead of a refund. Exchanges are subject to product availability. If the replacement product has a different price, any price difference may need to be paid or refunded.

14. Promotional Products

Products received as part of a promotion, bundle or free gift may need to be returned if the associated purchase is refunded, unless otherwise agreed.

15. Gift Purchases

If a product was purchased as a gift, the original purchaser may need to assist with the return or refund process. Proof of purchase may be required.

16. Bulk, Commercial and Wholesale Orders

Commercial and wholesale purchases may be subject to separate agreements. Unless otherwise agreed in writing, this Policy applies in addition to any commercial terms. Customers should inspect bulk deliveries promptly and notify TWEAK of any shortages or damage as soon as reasonably practicable.

17. Consumer Guarantees Act

Nothing in this Policy limits your rights under the Consumer Guarantees Act 1993 where it applies. Where permitted by law, business purchases may contract out of the Consumer Guarantees Act by written agreement.