We hope that you will never need to refer to our Returns Policy, but in the unlikely event that you may need to arrange to return an item, this page will help you determine what is covered.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to The Apiary. You will be provided with a no-cost return-addressed courier satchel (or similar) and process your refund or replacement within 3-5 working days of receiving your item.
The item I ordered was damaged in transit
If your item was damaged between leaving The Apiary warehouse and arriving at your delivery address, you will receive a full refund or replacement. Courier Post 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. This process can take up to one week. Please note that for your claim to be accepted you must retain the original packaging for your item(s), and the original packaging material used to deliver your order e.g. the courier satchel or delivery box. We reserve the right to refuse any claim of damage, and each instance will be dealt with on a case by case basis.
The item I ordered arrived already opened or otherwise faulty
Please arrange with The Apiary to return the item for testing. If we confirm that the item was damaged or compromised in any way before leaving The Apiary warehouse, your item will be replaced by The Apiary free of charge. A refund may be offered in some circumstances.
The item I ordered did not arrive
If your item did not arrive, and you live in New Zealand, the first thing to do is request a “track and trace” on your item from the Courier Post web site.
Alternatively you can call Courier Post on 0800 COURIER (0800 268 743).
If the “track and trace” on your order indicates that it has been delivered, but you are unable to find it, we will start an investigation with Courier Post on your behalf.
Regrettably, neither The Apiary nor Courier Post are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.
If you live outside of New Zealand, we are unable to provide you with a “track and trace” identification number as freight costs are currently too expensive. If a parcel does not arrive within a time deemed reasonable by you, do not hesitate to contact us and we will submit a claim to New Zealand Post. They will send a letter to the address you supplied. If you do not receive this letter, New Zealand Post will not provide insurance as they will deem the address as not correct or deliverable. The Apiary will not refund or resend in this circumstance. Therefore, be very careful to ensure the address you supply is correct and deliverable, including necessary post codes.
I’ve changed my mind and no longer want the item I ordered
Change of mind returns can be processed as long as the item is unopened and in mint condition. The shipping for the return will also be at the cost of the buyer. Once we have the item in hand we will have our busy bees assess the item and if everything checks out you will receive an account credit to spend at The Apiary.
The Apiary is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.