Returns & Refunds Policy – Neilson Meadery

1. Overview

At Neilson Meadery, we take pride in the quality of our mead and products.

Due to the nature of alcoholic beverages and food-related products, returns and refunds are subject to the conditions outlined below.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand laws.

2. Change of Mind

We do not offer refunds or exchanges for:

  • Change of mind;

  • Incorrect product selection by the customer;

  • Unwanted gifts;

  • Orders placed incorrectly by the customer.

Please review your order carefully before completing your purchase.

3. Damaged, Faulty, or Incorrect Products

If your order arrives:

  • Damaged;

  • Faulty;

  • Incorrect;

  • Missing items;

Contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number;

  • Photos of the product and packaging;

  • A description of the issue.

Neilson Meadery may offer:

  • A replacement product;

  • Store credit;

  • A refund;
    depending on the circumstances.

4. Return Eligibility

Returned products may only be accepted where:

  • The product is faulty or damaged;

  • The incorrect product was supplied;

  • Approved by Neilson Meadery before return.

Products must not be opened or excessively damaged unless the fault relates to the contents.

5. Return Shipping

If a return is approved due to our error or a faulty product, Neilson Meadery will cover return shipping costs at our discretion.

We recommend using tracked shipping for any approved returns.

Returning products safely is the customer's responsibility. Neilson Meadery is not responsible for returns lost or damaged in transit.

6. Refund Processing

Approved refunds will be processed to the original payment method where possible.

Please allow 5–10 business days for refunds to appear, depending on your payment provider or bank.

Shipping costs are generally non-refundable unless required by law, or were caused by our error.

7. Merchandise

All Neilson Meadery merchandise is custom-printed and made to order. As a result, we are unable to accept returns or exchanges for change of mind, incorrect size selection, or other customer ordering errors. Please ensure you carefully review sizing information and product details before placing your order.

Returns, replacements, or refunds will only be considered where an item is received with a manufacturing defect or fault. Any claim for a defective item must be submitted within 14 days of receipt and include clear photographs and details of the issue.

All defect claims will be assessed in consultation with our print and manufacturing partners. Where a genuine manufacturing fault is confirmed, a replacement, repair, or refund may be offered in accordance with applicable New Zealand consumer law.

Neilson Meadery reserves the right to decline claims where the item has been damaged through misuse, normal wear and tear, incorrect care, or where the issue does not constitute a manufacturing defect.

8. Refused Deliveries & Failed Age Verification

Refunds may not be provided where:

  • Delivery is refused without a valid reason;

  • Age verification requirements are not met;

  • Incorrect delivery information was supplied by the customer.

Additional shipping fees may apply for re-delivery requests.

9. Consumer Guarantees Act

Under the Consumer Guarantees Act 1993, customers are entitled to remedies for products that are defective or fail to meet consumer guarantees.

Nothing in this policy excludes or limits those rights.

10. Contact Us

For returns or refund enquiries, contact us directly before sending any products back.

Neilson Meadery Ltd
Taranaki, New Zealand
Email: neilson.meadery@gmail.com