Refund policy

Due to the perishable nature of our products, we have a specific refund policy for our delivered pasties. Please read the details carefully.

Damages and Issues

Please inspect your order immediately upon receiving it. If your pasties arrive damaged, above 6 degrees, or if you received the wrong items, contact us at info@ansum.nz within 24 hours of delivery. Please provide photos of the items in question. We will assess the issue and, if applicable, offer either a replacement order or a full refund.

Courier Delays

If your order arrives in unacceptable condition due to courier delays (e.g. pasties arrived above 6 degrees or are damaged), contact us within 24 hours of delivery. We will work with the courier to investigate the issue and, depending on the findings, provide either a refund or replacement.

Incorrect Delivery Information

Please double-check your delivery details before placing an order. We cannot offer refunds if the order fails due to incorrect delivery information provided by the customer. However, we will work with you to reschedule delivery, although additional shipping fees may apply.

Non-Returnable Items

Due to the nature of our food products, we cannot accept returns for any reason other than damage, defects, or incorrect items received. Unfortunately, we cannot accept returns if you change your mind after shipment.

Cancellations

You may cancel your order for a full refund as long as it hasn’t been shipped yet. Once the order has been dispatched, cancellations are no longer possible.

Refund Process

If your refund is approved (for damaged, defective, or incorrect items), we will notify you and process the refund to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, and you haven’t received it, please contact us at info@ansum.nz.