Return Policy

At Kandy Grocer, customer satisfaction is our top priority. We carefully pack and prepare all orders to ensure that products reach you in excellent condition. However, in the rare event that an item is damaged, defective, or incorrect, we are here to help.

You must report any issues related to product condition within 3 days of pickup. To be eligible for a return, the item must be in its original packaging, unused, and accompanied by a valid receipt or order confirmation.

Please note:

  • We do not accept returns for change of mind, especially for perishable items such as fresh produce, frozen goods, or chilled products.

  • If you have designated someone else to pick up your order, please ensure they check the items before leaving the pickup location.

  • We are unable to process returns or exchanges once the goods have been accepted at pickup, unless they are faulty or incorrect.

To request a return or raise a concern, please email us at info@kandygrocer.co.nz with your order number and relevant photos (if applicable).

Pickup & Order Fulfillment Policy (Shipping Policy)

At Kandy Grocer, we do not offer home delivery or shipping services at this time. All orders placed through our website are available for pickup only from our designated store or collection point.

How Pickup Works:

  • After placing your order online, you will receive a confirmation email with your order details.

  • Once your order is ready, we will notify you via email or text with instructions on where and when to pick it up.

  • Pickup hours and location will be specified during checkout. We kindly request customers to collect their orders within the stated pickup window to ensure product quality, especially for frozen and chilled items.

Please bring your order confirmation email (printed or digital) when collecting your order. If someone else is collecting on your behalf, please inform us in advance and ensure they have a copy of the confirmation.

Refund Policy

We strive to ensure that every product you purchase from Kandy Grocer meets the highest standards of quality and freshness. However, if you receive an item that is damaged, expired, or not as described, we will offer a suitable resolution.

Eligibility for Refunds:

  • Refund requests must be made within 3 days of pickup.

  • The item must be returned in its original packaging and must not have been consumed, opened, or altered.

  • A valid order confirmation or receipt is required.

  • Photo evidence of the issue may be requested to verify claims.

Once we receive and assess your request:

  • If approved, your refund will be processed to your original payment method.

  • Please allow 5–7 business days for the refund to reflect in your account.

Please note:

  • We do not issue refunds for change of mind.

  • We are unable to refund items that have been mishandled, stored incorrectly, or not picked up on time.

For refund requests, please contact us via email at info@kandygrocer.co.nz.

Privacy Policy

At Kandy Grocer, we take your privacy seriously. This policy outlines how we collect, use, store, and protect your personal information when you interact with our website or services.

Information We Collect:

  • Name, email address, phone number

  • Billing and order details

  • Any other details you voluntarily provide when contacting us or completing a transaction

How We Use Your Information:

  • To process and fulfill your orders

  • To communicate order updates and pickup instructions

  • To improve our services and customer experience

  • To respond to your queries and customer support requests

Data Security:

Your information is stored securely and accessed only by authorized personnel. We do not sell, rent, or share your personal data with third parties, except where required by law or to process payments and operate essential services (such as email communications or payment gateways).

You have the right to:

  • Request access to the personal data we hold about you

  • Correct any inaccuracies

  • Request deletion of your data, subject to legal obligations

For any privacy-related inquiries or to request data changes, please contact us at info@kandygrocer.co.nz.