Refund and Returns Policy

Refund & Returns Policy

Foodstuffs North Island Limited (“Foodstuffs” “we” “our” “us”) is committed to providing quality grocery products. This Refund and Returns Policy covers product quality and pricing issues for all goods purchased from a Foodstuffs North Island PAK’nSAVE, New World or Four Square store (instore or online).

Pricing Issues

Pricing integrity is important to us. We work hard to make sure you are charged the correct price, but if you are overcharged for a product, we’ll refund the full amount paid for the product and you can keep the product.

What does this mean?

• If you pay more than the price on the product’s ticket displayed instore or online, or otherwise the price advertised externally for the product (the “displayed price”), we will refund you the full amount paid for the overcharged product and you can keep the product. To avoid doubt, this does not mean you will receive a refund of the full transaction, but instead the full price of the particular product(s) you were overcharged for.

• This policy applies to purchases made instore, through our own online shopping websites or own mobile applications, subject to the exclusions listed below.

• For purchases made online or through the mobile applications, you will be charged the price displayed on the product’s ticket at the time you place your order. If you edit your order after placing your order and prior to delivery/pick up, the price displayed on the product’s ticket on that day you edited the order will be applied to all products on your order, as some prices and specials may have expired at the time of editing. Refer to our online shopping terms and conditions on the New World website or PAK’nSAVE website.

What’s excluded?

• Tobacco and smoking products such as cigarettes, tobacco, cigars, vape products, tobacco papers and filters.

• Alcohol products (as ‘alcohol’ is defined in Sale and Supply of Alcohol Act 2012).

• New Zealand Lotteries tickets.

• Fuel purchases.

• Products sold through third party delivery sites or platforms (for example, Uber Eats).

• Any spend on Christmas Card deposits.

• Any other fees, deposits and purchases determined by us from time to time (acting reasonably).

How do I request a refund for a pricing issue?

You can either contact our customer service team (see details in the “Customer Support” section below) or return to the store that you made the purchase from.

We will require you to provide us with acceptable proof of purchase to help us verify the pricing issue (e.g. a receipt). Once any pricing issue has been confirmed, you will either receive a refund to the original payment method used (if the store has this capability), or in cash.

Product Quality Issues

We stand by the quality of our products. If you think a product you’ve purchased is of an unacceptable quality, you can request a refund, exchange, or replacement. Please inform our customer service desk upon entry to the store when returning your product.

Please choose your items carefully as we do not offer refunds, exchanges, or replacements if you change your mind (i.e., where this policy does not apply).

How do I request a refund, exchange, or replacement for product quality issues?

If you purchased the product instore, you can:

• return the product to the same store that you purchased it from no later than 3 days after the date of purchase for fresh products (being any product purchased from the produce, bakery, butchery, deli or seafood departments) or 30 days after the date of purchase for all other products;

• provide acceptable proof of purchase; and

• request a refund, exchange or replacement.

If the product you purchased isn’t of acceptable quality, we will, at your option, either:

• refund you the price paid for the product to the original payment method used to purchase the product if the store has this capability (if the refund is to a payment card, this will typically be
processed within 3 business days from the date of return), or refund you in cash;

• replace the faulty product; or

• exchange the faulty product for a similar one of equal value.

The store will only be able to offer an exchange or replacement if the product you want is in stock at the time of the request. If the product is not in stock, we will provide you with a refund instead in accordance with this Policy.

If you do need any assistance with an instore return, please contact our customer service team (see details in the “Customer Support” section below).

If you purchased the product online from us (including through the PAK’nSAVE or New World mobile app), you can either return the product to the store you purchased the product from following the process outlined above or you can contact our customer service team (see details in the “Customer Support” section below).

If you are contacting the customer service team, please:

• provide photographic proof of the product issue(s) within 3 days of the date of purchase for fresh products (being any product purchased from the produce, bakery, butchery, deli or seafood
departments) and 30 days for all other products; and

• provide acceptable proof of purchase.

If the product you purchased isn’t of acceptable quality, the customer service team will work with the store you purchased the product from and arrange (at your option):

• for you to exchange the product instore at the same store that you purchased it from;

• for you to collect the replacement product instore from the same store that you purchased it from; or

• for us to process the refund (which will follow the same process used for instore purchases).

Other policies and laws

This Policy is in addition to the obligations of all Foodstuffs North Island stores under the Consumer Guarantees Act 1993 and all applicable laws in relation to the sale of goods sold at our stores.

For product purchased from a PAK’nSAVE store, this Policy applies in conjunction with the PAK’nSAVE North Island Fresh Guarantee. You can see details of this here. In the event of any inconsistency between the policies, this Policy will prevail.

Customer Support

We are here to help. If you have any questions or would like to get in touch with our customer support team, please use the numbers below:

• New World North Island: 0800 463 996

• PAK’nSAVE North Island: 0800 725 672

• Four Square North Island: 0800 477 827

Policy Updates

We may update this Refund & Returns Policy from time to time to ensure it reflects our commitment to our customers and community.

Any changes to this Policy will be communicated on the Foodstuffs North Island website and displayed in PAK’nSAVE, New World and Four Square stores in the North Island.

Thank you for being part of our community and for choosing a Foodstuffs North Island store as your trusted supermarket.

Policy Date: 30 June 2025