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Refund Policy

We want you to love every order from Stolen Cookies.
Because our products are handmade food items, we are unable to accept returns or offer refunds for change of mind.
However, if something has gone wrong on our end, we will absolutely make it right.
 

1. When We Will Offer an Exchange

We will offer an exchange in the following situations:

  • You received the wrong item - if your order does not match what you purchased, we will send you the correct item at no additional cost.

  • Your item arrived damaged or faulty - if your order arrives in an unsatisfactory condition due to a packing or transit issue, we will arrange a replacement.

 

2. What We Cannot Exchange

As our products are handmade food items, we are unable to offer exchanges in the following circumstances:

  • Change of mind.

  • The item has been partially or fully consumed.

  • The item was not stored correctly after delivery.

  • The request is made outside of our 7-day exchange window (see below).

 

3. Exchange Window

All exchange requests must be submitted within 7 days of receiving your order. Requests made after this period cannot be accepted. If you are unsure of your delivery date, please check your tracking information.

4. How to Request an Exchange

To request an exchange, please contact us within 7 days of receiving your order with the following information:

  • Your full name and order number.

  • A description of the issue.

  • A clear photo of the item received (showing the damage or incorrect product).

Once we have reviewed your request, we will be in touch to confirm your exchange and arrange delivery of your replacement order. We aim to respond to all exchange requests within 2 business days.

5. Your Rights Under New Zealand Law

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not fit for purpose, or does not match its description, you may be entitled to a remedy under New Zealand consumer law, regardless of our policy above.

6. Contact Us

To submit an exchange request or if you have any questions about this policy, please get in touch:

Stolen Cookies

Website: www.stolencookies.co.nz

mmmstolencookies.co.nz

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