Refund policy

Cancellation Policy

Orders can be cancelled up to 7 days before your delivery date. Please use our Order Change Request form on the contact page in order to request a cancellation. Your case will be assessed on an individual basis according to policy. 

A cancellation refund will not be offered where incorrect details have been entered for an order by the customer.

Before confirming payment please ensure all details are correct to avoid the necessity for cancellation.

 

Complaints / Quality Claims Policy


Quality claims on our cherries are applicable to damage only. We do not offer claims on taste/flavour preferences.

If you receive damaged goods (Please note: Minor bruising can occur during transit and does not warrant a quality claim), please use our quality claims form on our contact page.

Any complaints regarding fruit quality must be lodged within 24 hours of receiving your order.

  • If you do happen to receive damaged goods, we ask that you provide photographic evidence through our claims form within 24hrs of receiving your cherries. Please include pictures which clearly show the quality of the fruit. The photo needs to include clear evidence of damaged cherries inside the box. You will also need to include a photo of the sticker on the side of the box which indicates variety, barcode and further info for our QA team.

 

  • Please note that not all orders will be refunded or replaced; each case will be individually assessed. In cases we deem appropriate we will provide a refund OR replacement, but not both. 

 

  • We are unable to offer a refund or replacement if the original box of cherries has been partially or fully consumed. This is due to the perishable nature of our products, which makes it impossible to assess the quality of the cherries once they have been eaten.

 

  • Pure Pac Sales Limited allows for a 5% damage margin per box. We will not offer a refund or replacement for damaged cherries in the following amounts or less:
    • 1kg box - 50grams
    • 2kg box - 100grams 
    • 5kg box - 250grams

     

    White Cherries

    While we take every measure of care when picking and packing them, white cherries are extremely fragile and bruise easily, particularly during transport. By placing an order for white cherries you accept that they may show signs of bruising or marks on the skin when delivered.

    Refunds for bruising and skin imperfections will therefore not be provided for White Cherries. 

     

    Delivery Policy
     

     We will always attempt to deliver based on your preferred delivery date, however should we have a rain event, restriction by couriers or another event outside of our control we will ensure delivery will be as close to your preferred delivery date as possible.

    • We will not refund or replace cherries where incorrect information has been supplied and Pure Pac Sales Ltd is not at fault.
    • Should your order not arrive on your preferred delivery date, please note that this does not warrant a refund.

     

    Corporate Order Delivery Policy

    In partnership with New Zealand Post, we endeavour to deliver your orders on time and as accurately as possible. However, it is your responsibility to ensure that all details provided for the purposes of delivery are accurate. This includes correctly listed addresses, delivery instructions, names, quantities and delivery dates.

    Pure Otago Cherries provides a distribution list template to assist you in the format of the details you provide, please ensure that all details for the person/s you are sending to are both current and correct. 

    If delivering to a business address, please ensure that the business will be open and operating on the day of your chosen delivery.

    Pure Otago Cherries and New Zealand Post cannot be held responsible for any failures in delivery due to incorrect details provided to us. Please note that refunds and/or replacement product will not be provided in the instance that your order has failed to be delivered due to incorrect details provided to us.