Refund policy

Last updated: Oct 7, 2026

This Refund Policy applies to purchases from mannabrew.co.nz, operated by Marula Distributions Limited, trading as MannaBrew NZ.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986. Our voluntary change-of-mind conditions are separate from your rights when goods are faulty, damaged, unsafe or incorrectly supplied.

1. Faulty, damaged, unsafe or incorrect products

Our products must meet the guarantees that apply under New Zealand consumer law, including acceptable quality, matching their description and fitness for their ordinary purpose.

If there is a problem with your order, email contact@mannabrew.co.nz or call +64 20 4020 4311. Please provide your order number or other proof of purchase, a description of the problem and photographs where practical.

For a problem that can be remedied, we will provide an appropriate remedy within a reasonable time and at no cost to you.

If the problem is substantial or cannot be remedied, you may reject the goods and choose a refund or replacement, subject to the Consumer Guarantees Act. You may also have rights if we fail to remedy a problem within a reasonable time. Where applicable, you may keep the goods and claim compensation for their reduced value.

You may also be entitled to compensation for reasonably foreseeable loss caused by a failure to meet a consumer guarantee.

Our 30-day change-of-mind window does not limit these rights. Opening the packaging, buying an item on sale or no longer having the original packaging does not automatically prevent a valid claim.

Please report problems promptly so we can investigate. Your statutory rights depend on the circumstances and are not restricted to a fixed 30-day period.

2. Return costs for faulty or incorrectly supplied goods

We cover return postage or courier costs for faulty, damaged, unsafe or incorrectly supplied goods.

Where a return is required, we will email you a prepaid return label to download and print. You will not be charged for this label.

For food products, we may be able to resolve the issue using photographs or other information without requiring a physical return.

Please do not consume a product you believe may be unsafe. Contact us before returning or disposing of it so we can advise you.

Where a refund is due, we will refund the amount paid for the affected goods and applicable delivery costs. We will not substitute store credit for a refund you are entitled to receive.

3. Change-of-mind returns

We offer a voluntary 30-day change-of-mind return period, starting on the date you receive your order.

To qualify:

• Contact us within 30 calendar days of delivery.

• The product must be unused, unopened and in its original sealed packaging.

• Provide your order number, receipt or another reasonable form of proof of purchase.

• The same change-of-mind return conditions apply to full-price, sale and clearance items. Your rights under the Consumer Guarantees Act 1993 also continue to apply in full.

For food safety and hygiene reasons, our change-of-mind offer does not cover opened packs, boxes or sachets. These restrictions do not apply to valid claims for faulty, damaged, unsafe or incorrectly supplied goods.

For an eligible change-of-mind return, we refund the amount paid for the returned product. We will email you a pre-paid return label to download and print. You are responsible for the return shipping cost.

We will confirm the actual return-label cost before you proceed with a change-of-mind return. This cost will be deducted from your refund. Please use the provided label and keep the tracking details until your return has been received.

The original delivery charge is not refundable for a change-of-mind return. We do not charge a separate restocking fee.

4. How to arrange a return

Email contact@mannabrew.co.nz with your order number and reason for returning the product.

We respond to enquiries within three business days. We will explain whether a physical return is required and provide return authorisation and instructions. For faulty, damaged, unsafe or incorrectly supplied goods, we will provide a prepaid return label where applicable.

Returns are by mail (post or courier). We do not offer in-store returns or a customer drop-off location. Please package the product securely and retain your tracking details.

Please contact us before sending goods back so we can identify and handle your return correctly. This request does not remove your statutory rights.

Our return address is:

Marula Distributions Limited
686 Paradise Valley Road, RD 2
Rotorua 3072
New Zealand

5. Inspection and approval

We will inspect your return and email you the approval outcome promptly after it arrives, in time to complete any eligible refund within 7 calendar days of receipt. Inspection and approval are included in that total timeframe, not added to it.

If no physical return is required, we will assess the information reasonably needed to establish the issue promptly and email you our decision. Any assessment is included within the 7-calendar-day refund timeframe below.

If a refund is declined, we will explain why and how you can contact us to discuss the decision.

The inspection period is included in the overall refund timeframe below. It is not an additional period.

6. Refund timing and payment method

For an eligible return, you will receive your refund within 7 calendar days of us receiving the returned goods. This timeframe includes inspection, approval, our payment processing and any bank or payment-provider processing time.

Where we confirm that no physical return is required, you will receive your refund within 7 calendar days of that confirmation.

We issue approved refunds promptly after approval. Any bank or payment-provider processing time is included in the overall 7-calendar-day timeframe; it is not additional.

The 7-calendar-day period is a maximum timeframe, not a waiting period before we issue your refund.

Refunds are made to your original payment method. We will email you when the refund has been issued.

If your original payment method is no longer available, contact us so we can arrange an appropriate alternative securely.

If your refund has not reached you within the 7-calendar-day timeframe above, contact contact@mannabrew.co.nz so we can investigate with the payment provider.

For a confirmed order cancellation, you will receive your refund within 7 calendar days of cancellation confirmation, including bank or payment-provider processing. See our Cancellation Policy for full details.

Refunds required under consumer law will be provided within a reasonable time. Our stated timeframes do not extend or limit your legal rights.

Calendar days include weekends and public holidays. Business days means Monday to Friday, excluding New Zealand public holidays.

7. Exchanges

We do not offer direct exchanges for change-of-mind purchases. Please arrange an eligible return and place a separate order for the product you want.

For faulty or incorrectly supplied goods, contact us. Where a replacement is the agreed or legally required remedy, we will supply it without additional delivery charges.

8. Business purchases

Purchasing for a business does not automatically exclude Consumer Guarantees Act protection.

Where the Act applies, any agreement to contract out must meet its legal requirements, including that the goods are supplied and acquired in trade, the agreement is in writing, and it is fair and reasonable for the parties to be bound by it.

This policy does not itself contract out of the Act.

9. Complaints

Please contact us first if you are unhappy with how a return or refund has been handled.

You may also seek information from Consumer Protection at https://www.consumerprotection.govt.nz, bring an eligible claim to the Disputes Tribunal, or report potentially misleading conduct to the Commerce Commission.

10. Changes to this policy

We may update this policy by publishing a revised version with an updated date.

The policy applying when you place your order governs that purchase. Later changes do not reduce your existing rights.

11. Contact details

Marula Distributions Limited, trading as MannaBrew NZ
NZBN: 9429053423580
Email: contact@mannabrew.co.nz
Phone: +64 20 4020 4311
Address: 686 Paradise Valley Road, RD 2, Rotorua 3072, New Zealand

Customer service hours: Monday to Friday, 9:00am to 5:00pm New Zealand time, excluding New Zealand public holidays.

We respond to enquiries within three business days.