Shipping & returns

New Zealand(Domestic) Orders:

All domestic orders are sent using NZ Post or Aramex courier services.

We attempt to ship within three business days. If we are unable to dispatch your order within three business days, we will attempt to contact you and advise you of the expected dispatch date. 

We do not ship to PO Boxes, please make sure a physical address is provided.

We offer a full money-back guarantee on all purchases made on our Website but under certain conditions. We invite you to read the conditions explained in more detail below.

If you are unhappy with the product that you have purchased from us, please let us know. Our Returns and Refund Policy gives you 30 days to return or exchange a product purchased online with a valid receipt. You are eligible for a full refund within 30 calendar days of your purchase.

After the 30 day period, we cannot offer you a refund or exchange. We encourage our customers to try the product in the first 30 days after their purchase to ensure that it meets your needs.

To be eligible for a refund or exchange, all physical products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, bonus items, and documentation that was shipped with the product. If the purchase is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment excluding any shipping charges (other than the original shipping costs invoiced).

Sometimes it is not possible for a purchase to be returned to us. In this instance, please contact us at: sales@honeypai.nz

What happens if you haven’t received your purchase?

Please contact us at sales@honeypai.nz and we will arrange re-delivery.

If you have any further questions or would like to request a refund, please contact us at: sales@honeypai.nz

Refund

Once your returned purchase is received we will inspect and and send you an email to notify you that we have completed the investigation.

If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 14 calendar days. If you have paid for the standard delivery of the goods, the cost of standard delivery will also be refunded.

In some cases, only partial refunds are granted (if applicable):

•       Products with clear signs of use;
•       any product that is not in its original condition.
•       damaged or missing parts for reasons that are not due to our error; and
•       any product returned more than 30 days after delivery.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@honeypai.nz

International Orders:

Current regulations we know about:

• Member countries of the European Union - Deliveries are limited to 2kg of honey per order. Please limit your order to 2kg at any given time.
• Brazil - You must include your IRD # (passport #) with your order. Please enter it in the Shipping Notes field during checkout.
• Fiji - We cannot ship honey into Fiji due to local Fijian regulations.
• Tahiti - We cannot ship honey into Tahiti due to local Tahitian regulations.
• Western Australia - We cannot ship honey to Western Australia.
• Kangaroo Island - We cannot ship honey to Kangaroo Island.
• There are other countries we have choosen not to ship to for various reasons such as insurance cost - these are listed below.

All other orders are sent from New Zealand via DHL or Aramex. International shipping costs are determined by the total weight of your order, and the country you are shipping to. To calculate the cost of shipping, please complete the stage of the checkout process which includes entering the shipping destination. You can view your total shipping costs prior to making payment. 

Any import duties or taxes that are levied by the authorities of your country are your responsibility. We recommend that you check your country's import regulations prior to ordering. You must provide a valid email address and phone number when placing your order so that DHL or Aramex can contact you if your package is held at the border. Packages that are held up by customs will be delayed, we do our best to get your package to you as quickly as possible but unfortunately, this is beyond control. 

Confirming your order payment means you accept the conditions regarding the duties that may be incurred. We strongly recommend that you check your country's import regulations prior to confirming your order. Duties, taxes and/or Customs fees will be an additional amount that will be collected upon delivery of your order, if applicable. Unfortunately, we are unable to provide you with the exact amount you will be charged, please contact your local government for specific details. Refusal to pay duties and/or tax will result in your parcel being returned. If the products are returned, for this reason, we cannot refund your order.

We attempt to ship within three business days. If we are unable to dispatch your order within three business days, we will contact you and advise you of the expected dispatch date. 

We do not ship to PO Boxes, please make sure a physical address is provided.

Where parcels are unclaimed after attempted deliveries are made and the parcels have left New Zealand, they cannot be returned to us due to honey import restrictions. We may charge to have the parcel redelivered to you. If attempted deliveries go unclaimed again after redelivery is arranged, we may deduct any fees associated with the return of that product from any refund owed.

Some countries have special regulations specific to importing honey and other bee products. Anyone ordering products from Honey Pai Limited for delivery acknowledges they have reviewed the contents of their order and acknowledge that it contains acceptable and approved items for import into the country of destination/delivery. The buyer solely accepts full responsibility and any associated risk of any items or package (or part thereof) being detained by customs for whatever reason and acknowledges and agrees that they will not hold Honey Pai Limited liable for orders unable to be delivered to their destination due to import regulations.

Refund

New Zealand doesn't allow the importation of honey, therefore sending a product back to us will result in that product being destroyed by New Zealand customs.  However, please contact sales@honeypai.nz as there may be other options. In the EU and the USA we have local affiliates who MAY be able to have the product returned to them. If this is the case,  your returned purchase will be inspected and we will send you an email to notify you that we have completed the investigation.

If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 14 calendar days. If you have paid for the standard delivery of the goods, the cost of standard delivery will also be refunded.

In some cases, only partial refunds are granted (if applicable):

•       Products with clear signs of use;
•       any product that is not in its original condition.
•       damaged or missing parts for reasons that are not due to our error; and
•       any product returned more than 30 days after delivery.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account/credit card again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@honeypai.nz

Please note we do not ship orders to these locations: