Returns & Refunds

Changed your mind? You’ve got 30 days.

We want you to love what you ordered. If something isn’t right, here’s exactly how returns, exchanges and refunds work at Hormay.

30-day change-of-mind returns Faulty items covered by NZ law Refund to your original payment

Two kinds of returns

Return eligible items within 30 days of delivery for a refund or exchange.

Your rights under the Consumer Guarantees Act 1993 always apply — no time limit from us, no hassle.

Hygiene & safety

For health and safety reasons, the following can only be returned if they’re faulty or not as described:

Snacks, chocolate, honey, wine and other consumables.

Skincare, makeup and fragrance once the seal is broken.

Infant formula, baby food and opened feeding items.

Supplements and vitamins once opened.

Sale items can be returned for change of mind as long as they meet the conditions above.

How to return

Email orders@hormay.co.nz with your order number and what you’d like to return.

We’ll reply within 1–2 business days with your return approval and our return address.

Pack the item securely and send it with a tracked service. Keep your receipt.

Once it arrives and is checked, we process your refund or send your exchange.

Please don’t send items back without contacting us first — returns without approval may take longer to process.

Refund processed	Within 5 business days after we receive and check your return
Refunded to	Your original payment method (card, Apple Pay or Google Pay)
Showing in your account	Usually 5–10 business days after processing, depending on your bank
Exchanges	Sent out within 1–2 business days of receiving your return, subject to stock

Send us your order number and a quick note — we’re a small team and reply to every message ourselves.