Foodstuffs South Island Stores Refund & Returns Policy
Foodstuffs South Island Limited (“Foodstuffs” “we” “our” “us”) is committed to price integrity and providing quality grocery products. This Refund and Returns Policy covers pricing issues and product quality issues for all goods purchased from a Foodstuffs South Island PAK’nSAVE, New World or Four Square store (instore or online).
Pricing Issues
Price integrity is important to us. We work hard to make sure you are charged the correct price, but if you are overcharged for a product, we will refund you the full amount paid for product and you can keep the product for free.*
What does this mean?
- If you are charged more than the price displayed for a product, we will refund you the full amount you paid for the product and you can keep the product.* To avoid doubt, this does not mean you will receive a refund of the full transaction, but you will receive the full amount of the particular product you were overcharged for. Please note you may need to provide us with documentation (e.g. receipt) and details that show the pricing discrepancy.
- This applies to purchases made instore, through our online shopping websites or mobile applications.
- For purchases made online or through the mobile app, you will be charged the purchase price displayed on the product at the time you place your order, unless you edit your order after placing your order and prior to delivery/pick up. Online shopping terms and conditions apply.
- Please note that for products where you are charged based on the weight purchased (such as meat, produce, seafood and deli), the purchase price is the amount charged for the actual weight of the item at the unit price displayed by the store at the time you made your purchase (for instore) or at the time you placed your order (for online).
*What’s excluded?
Multi-buy purchase (for multi-buy of same product or multi-buy within the product range): We will refund the price you paid for the first product and you will keep this product for free. A refund will also be given for the difference between the price you should have been charged and the price you paid for the remaining product(s). For example, if the multi-buy was displayed as two Product X for $5.00, and you were charged $6.00. You would be refunded $3.00 for the first Product X and you would keep that Product X for free. You would also be refunded $0.50 for the second Product X (being the difference between price paid ($3) and the price you should have paid ($2.50), and you would keep the second Product X.
A refund will only be given for the difference between the price you should have been charged and the price you paid for these situations and products:
- Where the advertised or displayed price of the single product is equal to $30 or over $30. For example, if the purchase price of Product A was displayed as $32 but the customer was charged $34, the customer would be refunded $2 and the customer would keep Product A.
- Checkout operator error or customer error.
- Tobacco and smoking products such as cigarettes tobacco, cigars, vape products, tobacco papers and filters.
- Alcohol products (as ‘alcohol’ is defined in Sale and Supply of Alcohol Act 2012).
- New Zealand Lotteries tickets.
- Fuel purchases.
- Products sold through third party delivery sites (for example, Uber Eats).
How do I request a refund for a pricing issue?
You can either return to the store that you made your purchase from or contact our customer service team (see details in the “Customer Support” section below).
We may require you to provide us with acceptable proof of purchase to help us verify the pricing issue (e.g. a receipt). Once any pricing issue has been confirmed, you will either receive a refund to the original payment method used (if the store has this capability), or in cash.
If you were overcharged for a product in a New World store or online and you used New World Dollars on this product, the value of the New World Dollars you used on the overcharged product will be credited to your New World account.
Product Quality Issues
We stand by the quality of our products. If you think a product you’ve purchased is of an unacceptable quality, you can request a refund, exchange, or replacement. Please inform our customer service desk upon entry to the store when returning your product.
Please choose your items carefully as we do not offer refunds, exchanges, or replacements if you change your mind.
How do I request a refund, exchange, or replacement for product quality issues?
If you purchased the product instore, you can:
• return the product to the same store that you purchased it from no later than 3 days after the date of purchase for fresh products (being any product purchased from the produce, bakery, butchery, deli or seafood departments) or 30 days after the date of purchase for all other products;
• provide acceptable proof of purchase; and
• request a refund, exchange or replacement.
If the product you purchased isn’t of acceptable quality, we will, at your option, either:
• refund you the price paid for the product to the original payment method used to purchase the product if the store has this capability (if the refund is to a payment card, this will typically be processed within 3 business days from the date of return), or refund you in cash;
• replace the faulty product; or
• exchange the faulty product for a similar one of equal value.
The store will only be able to offer an exchange or replacement if the product you want is in stock at the time of the request. If the product is not in stock, we will provide you with a refund instead in accordance with this Policy.
If you do need any assistance with an instore return, please contact our customer service team (see details in the “Customer Support” section below).
If you purchased the product online (including through the PAK’nSAVE or New World mobile app), you can either return the product to the store you purchased the product from following the process outlined above or you can contact our customer service team (see details in the “Customer Support” section below).
If you are contacting the customer service team, please:
• provide photographic proof of the product issue(s) within 3 days of the date of purchase for fresh products (being any product purchased from the produce, bakery, butchery, deli or seafood departments) and 30 days for all other products; and
• provide acceptable proof of purchase.
If the product you purchased isn’t of acceptable quality, the customer service team will work with the store you purchased the product from and discuss options with you:
• to exchange the product instore at the same store that you purchased it from; or
• to collect the replacement product instore from the same store that you purchased it from or free-delivery of a replacement product if the store agrees; or
• to process the refund (which will follow the same process used for instore purchases).
The store will only be able to offer an exchange or replacement if the product you want is in stock at the time of the request. If the product is not in stock, we will provide you with a refund instead in accordance with this Policy.
Other policies and laws
This Policy is in addition to the obligations of all Foodstuffs South Island stores under the Consumer Guarantees Act 1993 and all applicable laws in relation to the sale of goods sold at our stores.
Customer Support
We are here to help. If you have any questions or would like to get in touch with our customer support team, please use the numbers below:
• New World South Island: 0800 463 996
• PAK’nSAVE South Island: 0800 725 672
• Four Square South Island: 0800 477 496
Policy Updates
We may update this Refund & Returns Policy from time to time to ensure it reflects our commitment to our customers and community.
Any changes to this Policy will be communicated on the Foodstuffs South Island website and displayed in PAK’nSAVE, New World and Four Square stores in the South Island.
Thank you for being part of our community and for choosing a Foodstuffs South Island store as your trusted supermarket.