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Thank you for shopping with Oriental Pantry. Please read our Returns & Refund Policy carefully before placing your order.

1. Order Confirmation

Orders may be confirmed by phone after submission. Please ensure that your contact details are accurate.

Where necessary, we may contact you regarding product availability, substitutions, delivery arrangements, or other order details. An order may be adjusted or cancelled with your agreement where required.

2. Change-of-Mind Returns

Due to the nature of grocery, food, chilled, and frozen products, we do not accept returns, exchanges, or refunds simply because you have changed your mind.

This does not affect your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).

3. Faulty, Damaged, Incorrect or Unsafe Products

If there is a problem with an item supplied by us, we will provide an appropriate remedy in accordance with the Consumer Guarantees Act.

This may apply where:

  • You received the wrong item.

  • An item was damaged or defective when supplied.

  • An item was expired or unsafe for consumption when supplied.

  • An item was not as described or otherwise did not meet applicable consumer guarantees.

Please contact us as soon as possible, preferably within 24 hours of receiving your order, and provide photos and relevant details where possible. Prompt notification is particularly helpful for perishable, chilled, and frozen products so that we can investigate the issue.

The request to contact us promptly does not limit any rights you may have under the Consumer Guarantees Act.

Depending on the circumstances and applicable consumer law, an appropriate remedy may include a replacement, refund, or other resolution.

4. Temperature-Sensitive Products

Chilled and frozen products should be refrigerated or frozen promptly after delivery or pickup.

We are not responsible for deterioration caused by improper storage, handling, or unreasonable delay after the products have been delivered or collected.

However, this does not affect your rights where a product was already defective, unsafe, damaged, or otherwise failed to meet applicable consumer guarantees when it was supplied.

5. Refunds

Where a refund is approved, it will normally be processed back to the original payment method.

We will process approved refunds as soon as reasonably practicable. Depending on your bank or payment provider, it may take approximately 3–7 business days for the refunded amount to appear in your account.

Your rights to a remedy under the Consumer Guarantees Act are not limited by these processing time estimates.

6. Delivery & Pickup

For delivery orders, please provide an accurate delivery address and ensure that someone is available to receive the order at the agreed time where required.

For pickup orders, please collect your order within the agreed timeframe.

We are not responsible for deterioration or loss caused by unreasonable delays in collection, an incorrect address supplied by the customer, or circumstances caused by the customer after we have taken reasonable steps to complete the delivery or pickup.

This does not affect any rights you may have where the goods themselves fail to meet the requirements of the Consumer Guarantees Act.

7. Situations Where a Refund May Not Be Available

Subject to your rights under the Consumer Guarantees Act, a refund may not be available where the issue was caused by circumstances such as:

  • An incorrect delivery address provided by the customer.

  • Failure to respond to reasonable attempts to contact you regarding your order.

  • A missed delivery or pickup caused by customer unavailability.

  • Unreasonable delay in collecting an order.

  • Improper storage or handling after delivery or pickup.

  • Minor cosmetic or packaging damage that does not affect the safety, quality, or usability of the product.

  • Damage or deterioration caused after the product has been supplied to you.

These exclusions apply only where the issue was caused by the customer or occurred after supply and do not limit any rights available under the New Zealand Consumer Guarantees Act.

8. Contact Us

If you have any concerns about your order, please contact us as soon as possible.

Oriental Pantry
Phone: 021 210 2058
Email: sales.TOPsales.NZ@gmail.com

We are committed to supplying quality products and will do our best to resolve any genuine issues promptly and fairly.

Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.