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Returns & Refunds Policy Allen and Co Last updated: January 2026

At Allen and Co, we want you to be completely happy with your purchase. This policy explains your rights and our process for returns and refunds. It works alongside your rights under the Consumer Guarantees Act 1993 (CGA), which provides strong protections for consumers in New Zealand.

1. Your Rights Under the Consumer Guarantees Act (CGA) All goods we sell come with automatic guarantees under the CGA, including that products are:

  • Of acceptable quality (safe, durable, free from defects)
  • Fit for any purpose we have told you about or that is obvious
  • Match the description, sample, or demonstration
  • Arrive in good condition (if we arrange delivery)

These guarantees apply for a reasonable time.

If a product fails to meet these guarantees:

  • You are entitled to a remedy: repair, replacement, or refund (full or partial, depending on the circumstances).
  • For minor failures, we usually repair or replace.
  • For major failures (e.g., unsafe, significantly different from description, or unusable), you can choose a refund or replacement.

We will cover reasonable costs (including return shipping) if the issue is our fault under the CGA. These rights cannot be removed or limited by our policy.

2. Change-of-Mind Returns (Optional / Goodwill Policy) We offer a 14-day change-of-mind return period as a goodwill gesture for most items (not required by law). You can return unused items in their original condition for a refund or exchange if:

  • The item is returned within 14 days of delivery
  • It is in original packaging, with all tags/labels attached, and unused/unworn
  • You provide proof of purchase (order number or receipt)

Exclusions (no change-of-mind returns):

  • Sale/clearance items
  • Digital downloads or gift cards

For change-of-mind returns, you pay the return shipping costs unless the item is faulty (see section 1). We recommend using tracked shipping.

3. How to Return an Item

  1. Contact us within the relevant timeframe (30 days for change-of-mind; as soon as possible for faulty items) at orders@ketowines.co.nz or. Include your order number, photos of the issue (if faulty), and reason for return.
  2. We will provide instructions for returning the product. 
  3. Package the item securely in its original packaging where possible.
  4. Ship it back to: Allen and Co 6 Cleghorn Street Blenheim, New Zealand. 7201.

We suggest using tracked shipping for your protection. Keep your proof of postage.

4. Refunds

  • Refunds are issued to the original payment method (e.g., credit card, bank transfer).
  • Processing time: Refunds are processed within 7–10 working days after we receive and inspect the returned item. It may take additional time for your bank/card provider to show the credit.
  • We refund the full purchase price (including original shipping if the return is due to our error, e.g., wrong item sent or faulty). For change-of-mind, original shipping is not refunded.
  • Partial refunds may apply if the item has been used but still qualifies under CGA.

5. Faulty, Damaged, or Incorrect Items

  • Report within 7 days of delivery for damaged/incorrect items (take photos of packaging and item).
  • For faults discovered later, contact us as soon as possible.
  • We will arrange repair, replacement, or refund at no extra cost to you, and cover reasonable return shipping if the issue breaches CGA guarantees.

6. Inspection & Refusal We inspect all returned items. We may refuse a return or issue only partial refund/credit if:

  • The item is damaged due to customer misuse
  • It has been used beyond reasonable trial
  • It doesn't meet our return conditions

7. Contact Us Questions about returns? Email us at orders@ketowines.co.nz. We're based in Blenheim and here to help!

Your statutory rights under the CGA are not affected by this policy. For more on your rights, visit the Consumer Protection website: https://www.consumerprotection.govt.nz

Thank you for shopping with Allen and Co!