Refunds
We do our very best to ensure that your order arrives in tip top condition, right to your door. If there are any problems with your order, do please contact us as soon as possible to advise us of the issue.

By placing an order with Keto Store NZ you agree that refunds requested after purchase are provided at the sole discretion of Keto Store NZ Ltd. 

Under the Consumer Guarantees Act 1993, we are not obliged to refund if you have simply changed your mind, found a product we sell cheaper somewhere else, decided you did not like the purchase, or had no use for it.

Food Safety requirements govern which returned food products may be resold. Any products which have been opened cannot be resold or refunded. We may issue a credit note or refund when unopened re-sellable items have been returned to us at the purchaser's cost.

Any refunds will be processed, less any fees we may have incurred, in accordance with the payment method selected by you at the time of purchase. Additionally, as part of the measures employed to secure your privacy, we will only refund to the same credit card account used for the original purchase. No refunds will be processed to any other credit card or account.

If you have received the incorrect product due to a packing error, or your order arrives to you damaged in transit* then please let us know and we will do our best to arrange an exchange or replacement product to be sent out as soon as possible. If we are unable to replace the product we will let you know and arrange a refund.

If your refund is approved, a credit will be applied to your credit card or original method of payment, within 7 days.

Please note: We can't guarantee that chocolate products won't go soft or melt during transit. Based on this, we will not be able to replace or exchange the product if this should happen. Please bear this in mind, particularly during the hotter Summer months, thank you.

*It is extremely helpful to us when dealing with courier claims if you provide us with an emailed picture of the damaged delivery, and we may request a photo from you for this purpose.

Late or missing refunds
There is often some processing time before a refund appears in your transaction history. If you have not received your refund yet, first double check your bank account. Next, contact your bank or credit card company. If you’ve done all of this and you still have not received your refund, please contact us.