Returns & Refunds

1. Your rights under New Zealand law

Nothing in this policy limits or replaces your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Those rights apply automatically to every order and cannot be contracted out of for goods bought for personal use.

If a product is faulty, damaged, past its expiry date, or materially different from how we described it, you are entitled to a remedy — a replacement or a refund. That entitlement applies whether or not the plastic wrap has been opened, and it is not limited by the 30-day change-of-mind window described in section 2. If a fault is serious, you may choose a refund rather than a replacement.

2. Change-of-mind returns: 30 days, wrap unopened

In addition to your legal rights above, we accept change-of-mind returns. We will accept a return where all of the following are true:

• You contact us within 30 days of the date your order was delivered to you.
• The product's plastic wrap is unopened and intact.
• The product is in its original packaging and in resalable condition.

Because our products are ingestible, we cannot accept a change-of-mind return once the plastic wrap has been opened or broken. This is a hygiene and food-safety limit, and it applies to change-of-mind returns only — an opened product that is faulty or not as described is still covered under section 1.

3. How to start a return

Email us at [email protected] before sending anything back, and include:

• Your order number (it looks like YG-NZ-1A2B3C4D and is on your confirmation email).
• Which item or items you want to return.
• The reason for the return, and photographs if the item arrived damaged.

We will reply with return instructions and a return address. Please do not post items back before contacting us — we cannot guarantee that unannounced returns will be received or matched to your order.

4. Who pays return postage

• Change of mind: you pay the return postage, and the original delivery charge is not refunded.
• Faulty, damaged, incorrect or not as described: we pay. We will either send you a prepaid label or reimburse reasonable return postage, and you will be refunded the original delivery charge as well.

5. Refunds

Once your return reaches us and we have inspected it, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 10 business days of us receiving the item.

All our prices are shown in New Zealand dollars and include GST, so any refund includes the GST you paid. Once we have issued a refund, your bank or card issuer may take a further few business days to post it to your account — that part is outside our control.

6. Items damaged in transit or sent in error

Please contact us within 7 days of delivery if your order arrives damaged, incomplete, or containing an item you did not order. Photographs of the packaging and the product help us resolve it quickly and take the matter up with our courier. We will replace the item or refund it, whichever you prefer.

7. Cancelling an order before it ships

If your order has not yet been dispatched, email us and we will cancel it and refund you in full. Once an order is with the courier it must be handled as a return under this policy.

8. Returns we cannot accept

Outside of your rights under section 1, we are unable to accept change-of-mind returns where the plastic wrap has been opened, where more than 30 days have passed since delivery, or where the item was not bought from genyogee.nz. If you bought a YO-GEE product from another retailer, please take it up with them in the first instance.

9. Contact us

Questions about a return, a refund, or this policy:

Email: [email protected]
Phone: +64 9 243 0787
Website: genyogee.nz

If you are not satisfied with how we have handled a return, you can contact Consumer Protection New Zealand or the Disputes Tribunal.