Return Policy

Returns and Exchanges Policy

We're committed to ensuring your satisfaction with every purchase. If for any reason you're not completely happy with a product you've bought online, we're here to help.

Regular Products

You can return regular products within 30 days of purchase for a refund, exchange, or store credit, provided the item is unopened, in its original condition, and eligible for return. Please note that some exclusions may apply.

If you've simply changed your mind, the cost of returning the product to us is your responsibility. Please contact us to discuss your options. Email is shop@simplyraw.co.nz

For exchanges, please get in touch, and we'll confirm if the alternative item is available. If you've ordered the wrong product, let us know, and we'll do our best to assist you.

Fresh & Frozen Products

Due to the nature of certain perishable or speciality items (e.g., fresh, frozen, or custom-made products), these items are generally not eligible for return or exchange unless they are damaged or incorrect upon delivery.

If your perishable or speciality item arrives damaged during delivery or if you receive the wrong product, please contact us immediately by phone or email. Do not dispose of the packaging or product, as photographic evidence may be required for claim purposes. We'll guide you through the next steps to resolve the issue.

Damaged, Lost, or Defective Products

If you suspect your product has been damaged during delivery, do not sign for the parcel from the courier if possible, and do not discard the packaging. Please contact us immediately by phone or email. We will arrange for the return of the product for inspection and aim to send you a replacement as quickly as possible.

You must notify us of any damaged, lost, or incomplete deliveries and return damaged products within 10 days so we can inspect them or file a claim with the carrier. Failure to do so may result in your claim being declined.

We reserve the right to determine, at our sole discretion, whether to accept the return of any products for credit, repair, or replacement. We will not accept returns for products that have been tampered with, damaged by pets (e.g., a chewed lead), or where the damage resulted from misuse or incorrect storage by the customer, or if the product was expressly sold on a no-returns basis. If a returned product is not accepted, it will be sent back to you at your cost. Our receipt of returned products does not automatically constitute acceptance for any purpose.