If you are unhappy with a Gerry’s product or a Mountain Bread product bought in New Zealand or online from Gerry’s Shop, please don’t hesitate to let us know so we can discuss and review your claim.
Please contact us at customerservice@gerrys.co.nz during work hours (Monday-Friday) to discuss your concerns.
New Zealand’s Consumer Guarantees Act and Fair Trading Act form the basis of our Return and Refund Policy, although we go beyond what is required by this legislation.
IF YOU BOUGHT YOUR PRODUCT FROM A RETAILER
If you bought your product from a food retailer, please email us during work hours at customerservice@gerrys.co.nz with a copy of your receipt.
Please also let them know what you are unhappy about with our product and we will see if it meets the criteria for a refund. Normally this is limited to issues with product or any quality issues. Some examples of issues where we wouldn’t be able to refund you are – if you don’t like the product, brought to many items or didn’t store it correctly etc. In this case you would need to deal with the store you purchased it from.
If your claim is approved, and you would like to get a refunded you will need to supply Gerry’s Shop with your bank account details. Don’t worry; we won’t be able to access the funds in your bank account if you give it to us.
Alternatively we can arrange for replacement goods if that suits you better.
IF YOU BOUGHT YOUR PRODUCT ONLINE FROM GERRY’S SHOP
If you bought your product online from Gerry’s Shop, please email our customer service team with your order details at customerservice@gerrys.co.nz or via our chat function on our website. Customer service is staffed Mon-Fri 9am-4pm.
Under the Consumer Guarantees Act 1993, Gerry Shop is not obliged to refund if you have simply changed your mind, found a product cheaper elsewhere or you simply didn’t like the item.
We will issue a credit note or refund only if the items are in a brand new re-sellable condition. There will be a restocking fee which is 5% of the sale which covers our credit card fees and handling. If you brought the product with free shipping we will also charge a $5 flat fee to cover this ontop of the 5% restoking fee.
All orders are sent with authority to leave. If this is not acceptable please contact our customer service team before purchasing to see if alternate arrangements can be made.
All claims for any product must be made within 7 days after delivery otherwise we will close the order and it will not be possible to re-open the order or put any claim against it.
WRONG PRODUCTS DELIVERED FROM GERRY’S SHOP
If you ordered something online and received something else, Gerry’s Shop will send you the correct product, offer a credit/voucher or refund you in full for the incorrect product, depending on your preference.
You may not need to return the products you received in error but please ensure that these are kept safe until the customer service team has made a decision on this.
Please email Gerry’s Shop at customerservice@gerrys.co.nz during work hours with your order details.
All claims for any product must be made within 7 days after delivery otherwise we will close the order and it will not be possible to re-open the order or put any claim against it.
DAMAGED PRODUCTS FROM GERRY’S SHOP
If your product is damaged during delivery please take a photo of the damage and email it to our customer service team at customerservice@gerrys.co.nz so we can review the claim. This is always helpful to see if the damage occurred in the manufacturing process or with the carrier.
All claims for any product must be made within 7 days after delivery otherwise we will close the order and it will not be possible to re-open the order or put any claim against it.
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