Refund policy
Because our products are food items, we are unable to accept returns or exchanges for change of mind.
We also do not offer change-of-mind refunds on personalised or custom-made orders once they have been prepared or production has begun.
Please check your order carefully before completing your purchase, including your selected design, quantity, personalisation and delivery details.
Damaged, incorrect or faulty orders
We take great care when preparing and packing every order. If your order arrives damaged, is incorrect, or there is another issue with the product, please contact us as soon as possible after delivery.
Please include:
- Your name and order number
- A description of the issue
- Clear photographs of the product and packaging where possible
We will review the issue and, where appropriate, arrange a replacement, refund or other remedy.
Cancellations
If you need to cancel or change an order, please contact us as soon as possible.
If we have not yet started preparing your order, we will do our best to accommodate your request. Once preparation or production of a personalised or custom order has begun, cancellation or changes may no longer be possible.
Delivery issues
If your order does not arrive, arrives damaged in transit, or you believe something is missing, please contact us so we can investigate the issue with the delivery provider and work with you to resolve it.
Consumer Guarantees Act
Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or any other rights that cannot legally be excluded.
Where our products do not meet the guarantees required by New Zealand consumer law, you may be entitled to a remedy such as a replacement or refund.
Refunds
Where a refund is approved, it will be returned to the original payment method used for the purchase. Processing times may vary depending on your bank or payment provider.
Contact us
For questions about an order, cancellation, return or refund, please contact:
The Cookie Edit
Email: thecookieeditnz@gmail.com
Website: thecookieedit.co.nz