Refund policy
Your rights under New Zealand law
Everything we sell comes with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. Our food must be of acceptable quality, which includes being safe to eat. It must also match its description and be fit for any particular purpose you told us about before buying. Nothing in this policy limits those rights.
Change of mind
Our products are perishable food, so we can't accept returns or give refunds if you change your mind. For example, we can't refund an order because you picked the wrong item or no longer want it. Please check your order carefully before you pay. If you notice a mistake straight after ordering, contact us quickly. If we haven't packed your order yet, we'll do our best to change it.
If something is wrong with your order
Please contact us as soon as possible, ideally within 48 hours of delivery, so we can look into it while the food is still fresh. Examples include an order that:
- arrived damaged, spoiled, or not properly chilled
- is missing items or has the wrong items
- doesn't match its description on our website
- has a quality or safety problem (for example, something in the food that shouldn't be there)
Email us at hola@buenosbites.co.nz with your order number, a short description of the problem, and photos of the product, its packaging and the label. Please keep the product until we've talked, but don't send any food back unless we ask you to.
Where there's a problem with your order, we'll offer a replacement or a refund for the affected items, including any delivery charge you paid for them. If the problem is serious, you can choose which you'd prefer.
Delivery problems
We look after your order until it is delivered to the address you gave us. If it arrives spoiled because of a delay on our side, that's on us and we'll make it right.
If an order can't be delivered, or spoils after delivery, because the address was incomplete or incorrect, or because it wasn't brought inside promptly, we may not be able to refund it. Get in touch anyway and we'll help where we can. See our shipping policy for delivery days and how to receive chilled orders.
Allergens and food safety
Ingredients and allergen information are listed on each product page and on the label. Our alfajores contain wheat (gluten), milk and eggs, and our chocolate alfajores also contain soy. The chocolate we use may contain peanuts, sesame and tree nuts, and all our products are made in the same kitchen, so we can't guarantee any product is free from traces of these. Please check before ordering if you have an allergy.
If you think one of our products has made you unwell, seek medical advice first, then contact us straight away so we can investigate. You can also report food safety concerns to New Zealand Food Safety (Ministry for Primary Industries).
How refunds are paid
Approved refunds go back to your original payment method within 2 business days. Your bank or card provider may take a few extra days to show the refund.
Buying for a business
If you're buying for business purposes, the Consumer Guarantees Act does not apply, as permitted by section 43 of that Act. We'll still work with you to fix any problem with your order.
Contact us
hola@buenosbites.co.nz · 021 202 7246