Refund policy

Return & Refund Policy – Nana Ō’s Koko Alaisa

Last updated: October 8, 2025

At Nana Ō’s Koko Alaisa, we take great pride in the quality and care that goes into every product we make. Because our products are food items, we have to follow strict health and safety standards — meaning we can only accept returns or issue refunds in specific circumstances.

Please read our policy carefully below.

Perishable Food Items

As our products are perishable, we are unable to accept returns or exchanges for change of mind, taste preference, or incorrect ordering once an order has been shipped.

However, we will always make it right if:

  • Your order arrives damaged or faulty
  • You receive the wrong item
  • Your product is unsafe or compromised (e.g. packaging damaged or seal broken before delivery)

In these cases, please contact us within 7 days of receiving your order so we can resolve it quickly.

📧 Email: nanaoskokoalaisa@gmail.com
Please include your order number, photos of the issue, and a brief description of what happened.

Damaged or Incorrect Orders

If your parcel arrives damaged or contains the wrong item, please contact us as soon as possible.
We may ask for photos of the packaging and product to help us assess and improve our shipping process.

Once your claim is verified, we will:

  • Replace the damaged or incorrect item at no extra cost, or
  • Offer a refund or store credit to the value of the affected items.

Refunds (if applicable)

Once approved, refunds will be processed to your original payment method within 10 business days.
Please note that banks or payment providers may take additional time to process the refund on their end.

If more than 15 business days have passed since your refund was approved, please contact us at nanaoskokoalaisa@gmail.com

Returns (Non-Food Items Only)

For any non-perishable items such as merchandise, accessories, or clothing, we accept returns within 30 days of purchase, provided the items are:

  • Unused and in their original condition
  • In their original packaging with all tags attached
  • Accompanied by proof of purchase

Please contact us before sending anything back to confirm eligibility.

📦 Return address: 1/203 Kirkbride rd, Māngere, Auckland, New Zealand]

Items sent back to us without approval will not be accepted.

Exclusions

We cannot accept returns or offer refunds on:

  • Opened or partially used food products
  • Items damaged due to improper storage after delivery
  • Sale or clearance items
  • Gift cards

Consumer Rights

This policy does not affect your rights under the New Zealand Consumer Guarantees Act 1993.
If your product is faulty, unsafe, or does not meet acceptable quality standards, you are entitled to a repair, replacement, or refund in accordance with the Act.

Need Help?

We’re here to help make sure your experience is always a good one.
If you have any questions or concerns, please reach out:

📧 Email: nanaoskokoalaisa@gmail.com
📍 Address: 1/203 Kirkbride Rd, Māngere, Auckland, New Zealand]