If it isn’t right, we’ll put it right.

If your balm is faulty, damaged in transit or different from what you ordered, contact us as soon as practical. After assessing the issue, we will provide the remedy required by law, which may include a replacement, repair where appropriate, or a refund.

Where we ask you to return an item covered by a legal remedy, we will cover reasonable return-shipping costs.

For orders delivered within New Zealand only, you may request a change-of-mind return within 14 days of delivery. We do not offer change-of-mind returns or exchanges for international orders. The tin must be unopened, unused, in its original condition and suitable for resale.

Please contact us before sending anything back. If approved, we will provide return instructions. Change-of-mind return shipping is your responsibility. Once the returned item has been received and checked, we will refund the product price to the original payment method. Original delivery charges are not refundable unless required by law.

International order issues: If an international order is faulty, damaged or incorrect, email hello@taranakiwild.com with your order number and photos where helpful. Please contact us before sending anything back. We will assess the issue and arrange an appropriate remedy. We do not routinely require an international return where photos or other evidence allow us to resolve the issue, unless a return is necessary or required by law.

We will confirm when an approved refund has been processed. Your bank or payment provider may take additional time to show the funds in your account.

Contact us promptly if you need to cancel an order or correct an address. We will help where we can, but an order cannot always be changed once it has been packed or handed to the carrier.

Nothing in this policy limits rights or remedies that cannot be excluded under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, the Australian Consumer Law where it applies, or other applicable consumer law.