Refund policy

Returns and Refund Policy

At McIntosh Orchard Limited /Fruitful NZ Limited, we take great care to ensure that all our products meet the highest standards of quality. However, we understand that issues may occasionally arise with perishable goods, and we are committed to resolving such matters promptly and fairly, in accordance with the Consumer Guarantees Act 1993.

Please be aware that fruit is perishable and can deteriorate rapidly if not stored or handled correctly. For this reason, we do not accept returns of fruit, and refunds will not be issued if you change your mind after placing an order.

1. Damaged or Incorrect Orders

In the unlikely event your order arrives damaged, spoiled, or if there is any error with your order, we will gladly rectify the situation. Claims must be made within 24 hours of receiving the goods. Claims will only be processed if submitted within this time frame.

To submit a claim, please email us at orders@atthegate.co.nz with the following information:

·     A description of the issue

·     Photographic evidence of the damaged or incorrect product

·     Your order number

Please note: Photos are required for us to process any claim related to damaged or defective fruit.

2. Delivery Date Preferences

While we will make every effort to deliver your order on the preferred dispatch date, please note that delivery dates are a preference, not a guarantee. Delivery times may be affected by various factors beyond our control, such as weather events preventing picking of the fruit, courier restrictions, or other unforeseen circumstances.

3. Shipping and Delivery Delays

While we use an express overnight courier service to ensure your order arrives in the best condition, unforeseen delays may occur, particularly during busy periods or with rural deliveries. Shipping times may be longer than usual during peak seasons.

If your delivery address is rural, you can expect delays of around 24 to 48 hours on top of the normal delivery time. We do not recommend shipping to rural addresses for this reason, and thus will not be held responsible for deterioration of produce due to delayed rural deliveries.

Please note: We do not accept claims for fruit that has not arrived the following day due to shipping delays (common during peak seasons, or rural address deliveries). Delays beyond the expected delivery time are not grounds for a refund, as we make every effort to ensure timely delivery.  Our fruit is fresh at the time of dispatch and does not automatically expire after 1-2 days.

4. Claim Evaluation

All claims are subject to review and approval by our management team. Not all claims are entitled to a refund or replacement, and each claim will be assessed on a case-by-case basis.

5. Record of Claims

Once a claim is submitted and processed, it will be recorded against your account. Claims are considered final, and repeated claims may be subject to further review.

We appreciate your understanding and cooperation and encourage you to contact us directly should any issues arise with your order.