Refund policy
Refund and Returns Policy
We want you to enjoy your Vince products. If something is not right, or you simply do not enjoy the product, please contact Debbie at debbie@meetvince.co.nz and we will do our best to make it right.
Vince Taste Guarantee
Trying a new flavour can be a bit of a leap. If you try a Vince product and genuinely do not enjoy it, please email us within 30 days of receiving your order.
Include your order number and let us know what you did not like. Your feedback helps us improve our products.
We will refund the purchase price of the product you tried. You do not need to return an opened food product to us.
Original delivery charges are not normally refunded under our Taste Guarantee.
Damaged, faulty or incorrect items
Please check your order when it arrives. If an item is damaged, faulty or different from what you ordered, contact us as soon as possible at debbie@meetvince.co.nz.
Please include your order number and, where possible, a photo showing the issue. We will assess the problem and arrange an appropriate refund or replacement.
Where the problem is our responsibility, we will also cover any reasonable return shipping costs.
Unopened returns
You may request a return within 30 days of receiving your order, provided the product is unopened, unused and in its original packaging.
Please contact us before returning anything. We will confirm whether the return has been accepted and provide instructions on where to send it. Returns sent without contacting us first may not be accepted.
Unless the product is damaged, faulty or incorrect, the customer is responsible for the return shipping costs.
You will need to provide proof of purchase if the product was purchased anywhere other than our online store.
Sale items and gift cards
Our Vince Taste Guarantee also applies to Vince food products purchased on sale.
Gift cards cannot be returned or exchanged for cash, except where required by law.
Refunds
Once your refund has been approved, it will be issued to your original payment method.
Please allow several business days for your bank or credit card provider to process the refund.
Your consumer rights
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer law.
For any return or refund questions, please contact:
