REFUNDS AND RETURNS

Our refund and returns policy lasts 1 hour from collection. If 1 hour have passed since your purchase, we can’t offer you a full refund or exchange.

We will only accept returns if the product is not safe or suitable for consumption due to a fault or quality issue. The product must be returned in its original condition and with the majority of the item remaining for assessment.

To complete your return, we require a receipt or proof of purchase.

Once the returned item has been received and assessed, you may opt for a replacement of the same product or choose an alternative item of equal value.

No change of mind

Please note that we do not offer refunds or exchanges for change of mind.

PAYMENT TERMS

Accepted Payment Methods

We accept payment through secure third-party providers available at checkout.

All payments must be made in full at the time of placing your order or at pickup if has been agreed.

Pricing

All prices are listed in New Zealand Dollars (NZD) and include GST where applicable.

We reserve the right to update pricing at any time without prior notice.

CANCELLATION POLICY

Cancellation Before pickup

Orders may be cancelled 30 min before pickup for a full refund.

Cancellations must be made in writing via email or text message.

Cancellation After passes pickup time

Orders cancelled after pass may not be eligible for a refund, as ingredients and preparation may have already commenced.

At our discretion, we may offer:

• Partial refund
• Store credit

Failure to Collect

If an order is not collected at the agreed time:

• We are not responsible for food safety after the agreed pickup time.
• Refunds will not be provided for uncollected orders.

LIMITATION OF LIABILITY & DISCLAIMER

General Disclaimer

Cacio & Pepe is a small, home-operated food business based in Tauranga, New Zealand.

While we take all reasonable care in the preparation, handling, and packaging of our products, all food is prepared in a home kitchen environment.

By placing an order, you acknowledge this and accept that consumption of food products carries inherent risk.

Allergies & Dietary Responsibility

Our products may contain, or come into contact with:

• Gluten
• Dairy
• Eggs
• Nuts
• Other common allergens

Although we follow careful preparation procedures, we cannot guarantee a completely allergen-free environment.

It is the customer’s responsibility to:

• Review ingredient information
• Inform us of any severe allergies before ordering

Cacio & Pepe accepts no liability for allergic reactions where prior written notification was not provided.

Food Storage & Handling

Once your order has been collected or delivered:

• You are responsible for proper storage
• You must follow refrigeration and heating instructions provided

We are not responsible for issues arising from improper storage, reheating, or handling after handover.

Limitation of Liability

To the fullest extent permitted under New Zealand law, including the Consumer Guarantees Act 1993, our liability is limited to:

• Replacement of the product, OR
• Refund of the purchase price

Acceptance of Terms

By placing an order via our website, you acknowledge and agree to this limitation of liability.

 DISPUTE RESOLUTION

Contact First

If you are unhappy with any part of your order or experience, please contact us first at: [email protected]

We are a small, home-operated business and will always aim to resolve issues quickly, fairly, and respectfully.

Resolution Process

When a complaint is received, we will:

• Acknowledge receipt within 2 business days
• Review the details and any supporting evidence (e.g., photos)
• Respond with a proposed resolution within a reasonable timeframe

Resolutions may include:

• Replacement
• Store credit
• Refund (where appropriate)

Good Faith Resolution

Both parties agree to attempt to resolve disputes in good faith before seeking external assistance.