Refund policy
Returns, Refunds & Replacements
At GoodBugs, we want you to enjoy your ferments. If something isn’t right with your order, please get in touch and we’ll do our best to help.
1. Our 30-Day Policy
Our returns and refund policy lasts 30 days from the date of purchase.
If more than 30 days have passed since your purchase, we may not be able to offer:
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a refund
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a partial refund
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an exchange
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a replacement
2. Food Safety & Storage
GoodBugs products are raw fermented foods and must be refrigerated.
Because of this, refunds or replacements may not be available if the product has not been stored according to the label instructions.
Once a product has been opened or consumed, it cannot normally be returned.
Important
We cannot accept responsibility for product quality if items have been:
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stored outside refrigeration
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exposed to excessive heat during storage
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mishandled after delivery
This does not affect your rights under the Consumer Guarantees Act 1993.
3. When We Can Offer Refunds or Replacements
We may offer a refund, replacement, or store credit if:
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your order arrived damaged
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your product appears faulty or unsafe
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you received the wrong item
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the issue is reported within 30 days of delivery
To help us resolve the issue quickly, please email us with:
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your order number
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clear photos of the product
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a description of the issue
Email: mareaverry@goodbugs.co.nz
4. When Refunds Cannot Be Issued
Refunds may not be available if:
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the product has been opened and partially used
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the product has not been refrigerated as required
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the complaint is made more than 30 days after delivery
5. Refund Process
Once we receive your complaint and review the details, we will email you to confirm whether your refund or replacement has been approved or declined.
If approved:
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the refund will be processed
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the credit will be applied to your original payment method
Processing time depends on your bank or payment provider.
6. Late or Missing Refunds
If you haven’t received your refund:
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Check your bank account again
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Contact your credit card provider
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Contact your bank
If you still cannot locate the refund, please email:
7. Exchanges for Damaged Products
We replace items only if they arrive damaged or faulty.
To request an exchange, please email:
Include:
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clear photos of the product
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your order number
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a short description of the problem
8. Customer Order Errors & Subscription Changes
We understand that mistakes can happen.
If you accidentally:
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place duplicate orders
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order the wrong product
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make a mistake while editing a subscription
please contact us and we’ll help resolve the issue where possible.
Transaction Recovery Fee
Payment providers such as Visa and Mastercard do not refund their transaction fees to us.
Because of this, cash refunds issued due to customer error may include a small Transaction Recovery Fee (typically 2–3%) to cover these non-recoverable costs.
Store Credit Option
To avoid this fee, you can choose store credit instead of a cash refund.
In this case, 100% of the payment value will be credited to your GoodBugs account for a future purchase.
Faulty Products or Services
This fee does not apply where a refund is required due to:
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a faulty product
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an error on our part
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your rights under the Consumer Guarantees Act 1993
9. Contact Us
If something has gone wrong with your order, please contact us and we’ll help resolve it.
GoodBugs NZ
97 Storey Ave
Hamilton 3200
New Zealand
Email: mareaverry@goodbugs.co.nz