Returns & Refunds

We accept returns only if an item is defective, damaged, or incorrect. We do not accept returns for change of mind or gift cards.

Rural addresses

We do not deliver to rural addresses. If a rural address is submitted and we miss it, any order shipped is at the buyer’s risk. No refunds or replacements will be issued for rural deliveries that are delayed, damaged, or spoiled.
This does not limit your rights under the Consumer Guarantees Act (CGA).

Eligibility

To be eligible for a return, the item must be in the same condition you received it and in its original packaging. Keep your receipt or proof of purchase.

How to lodge a return/issue

Email info@franklincountrymeats.com with your order number and clear photos.
For perishable items, contact us within 24 hours of delivery so we can assess and help quickly.

Damages & issues

Please inspect your order on arrival and contact us immediately if it’s defective, damaged, spoiled on arrival, or incorrect so we can evaluate and make it right.

Exceptions / non-returnable items

• Perishable goods that are not faulty (e.g., correctly delivered chilled/frozen products).

• Hazardous materials, flammable liquids or gases.
  If you’re unsure about a specific item, get in touch before returning it.

Exchanges

We don’t offer exchanges.

Refunds

If your return is approved, we’ll issue a refund to your original payment method within 10 business days after inspection, minus a 2% processing fee. Your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since approval, please email info@franklincountrymeats.com.

Consumer law

Nothing in this policy limits your rights under New Zealand law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.