Refund Policy

The vast majority of orders at freshchef.nz are delivered without a hitch, but from time-to-time things go wrong and you may need to arrange a return.

The item I received is not the item I ordered

We’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Fresh Chef You will be provided with a no-cost return-addressed satchel (or similar) and process your refund or replacement within 2–3 days of receiving your item.

The item I ordered was damaged in transit

If your item was damaged between leaving Fresh Chef and arriving at your delivery address you will receive a full refund or replacement. courier will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed.
Regrettably, neither Fresh Chef nor our preferred courier are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property. 

Frozen is the New Fresh Money-back Guarantee

This is the name we give to our standard refund policy and unique method of scrutinising our own high standards.

We pride ourselves on producing quality meals, and if we drop the ball on our standards for some reason we will refund the meal.  All of our meals and recipes have strict methods and ingredients.  So if we determine that any of our recipe, method or plating has been compromised. We will refund the meal within 7 days of purchase.  

It is unfortunately not an "I don't like frozen meals" or "I'm not a fan of that meal" give me my money back Guarantee.

We appreciate all feedback - which can be given here.

We can also be contacted on 0800-578-247

Recurring Subscriptions

• Email Cancellations: Via Email please allow 2-3 working days for cancellation after your 3rd weekly order is processed
• Online Website Cancellations: Via accounts can be cancelled asap after 3 weekly orders have been processed
• Pause Subscriptions: Via Email please allow 2-3 working days to Pause and Resume your account
• For changes to meals or subscription cancellations Please allow up to 24 hours before your next billing date (The day you processed your first order or is set too) 
• By Default Recurring subscription means you are subscribed to ordering meals weekly
• Order Cut off Day - The order cut off day is the day you order meals are ordered and processed for either Weds or Fri Delivery
• Billing Day - The Billing day is the first day you processed and purchased your subscription.  By default your payments will be made weekly on that billing day unless you change it or advise us to change it.

 

Cancellation Policy

No Cancellations after your order transaction.

In order to create your order our team starts putting together meals after orders are made. Once your meals start getting made, we are unable to accept cancellations.