Returns Policy New Zealand

Our policy lasts 30 days from the date of delivery. If more than 30 days have passed, we may be unable to offer a remedy outside your rights under New Zealand law.

We do not accept change-of-mind returns due to the perishable nature of our products. We only repair, replace, or refund where goods are faulty, damaged, or not as described. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986.

Eligibility

  • We cannot process returns or product issues for items purchased through third-party retailers (e.g., supermarkets). Please contact the store of purchase.

  • For returns we approve, items must be unused, in the same condition as received, and in original packaging.

  • A receipt or proof of purchase is required for all requests.

  • For food/perishable items, please contact us before returning anything. We may request photos and batch/roast details to investigate quality issues.

Promotions and Cancellations

  • Promotional pricing and discounts apply from the time they are offered. We do not apply promotions retrospectively to completed orders.

  • Orders cannot be cancelled to re-purchase using a later promotion.

  • Once an order is placed, it cannot be cancelled, except where required by New Zealand law (e.g., where we cannot supply within a reasonable time).

Refunds (if applicable)

  • We do not provide refunds for change-of-mind purchases.

  • If your item is faulty, damaged, or not as described, contact us at support@stali.com.au within 30 days of delivery with your order number, photos, and a description of the issue.

  • After assessment, we will advise the remedy under the CGA: repair, replacement, or refund.

  • If a refund is approved, it will be processed to your original payment method. Processing times may vary by bank. Refunds are issued in AUD; the NZD amount you receive may vary due to exchange rates and your card issuer’s fees.

Partial refunds (if applicable):

  • Items not in original condition, damaged, or missing parts for reasons not due to our error.

  • Items returned more than 30 days after delivery, unless required by the CGA.

Sale items:
Sale items are refundable or replaceable if faulty. If not faulty, sale items are not refundable.

Delays:
We do not refund due to courier or customs delays except where required by New Zealand law (e.g., failure to supply within a reasonable time).

Exchanges (if applicable)

  • We replace items only if they are defective or damaged.

  • If the identical item is unavailable, we will offer a like-for-like replacement or a refund in accordance with the CGA.

  • To request an exchange, email support@stali.com.au with your order number and issue details.

Return Shipping

  • Do not send goods back without contacting us first.

  • For approved faulty/damaged returns, we will provide a pre-paid return label or reimburse reasonable return postage.

  • For any non-approved returns (including change-of-mind, which we do not accept), return shipping is at the customer’s expense and risk.

  • If you are returning items valued over NZ$75, use a trackable service and keep proof of lodgement. We are not responsible for returns lost in transit.

Dispatch and Delivery Timeframes (NZ Orders)

  • Orders ship from our Melbourne (AU) warehouse, typically within 2 business days.

  • Estimated delivery timeframes begin from the ship date.

  • Standard NZ delivery: 5–10 business days; Express: 3–5 business days for major centres.

  • Allow an additional 3–5 business days during peak periods or for regional addresses.

Contact

If you have not received your order within one week of the ship date, or you need help with a product issue, contact support@stali.com.au with your order number and details.