Refund policy

Returns & Refund Policy

We want you to be happy with your cider - but we understand that sometimes things don’t go to plan.

Damaged or incorrect orders

If your cider arrives damaged, broken, or isn’t what you ordered, please contact us within 7 days of delivery. We’ll assess the issue and offer either a refund or replacement. Just email us at orders@paynterscider.co.nz with your order number and a photo of the issue.

Returns for change of mind

Due to the nature of our product (glass bottles, alcohol, and perishability), we do not offer returns for change of mind unless the product is completely unopened, untampered with, and in saleable condition. The case may be opened, but all bottles must be sealed and untouched. If a return is approved, you will need to cover the cost of return shipping. Refunds will be issued once we’ve received and inspected the product.

Partial returns & opened boxes

We only offer full refunds on items returned in their original, complete condition.

If a return is received with missing items or partially returned contents (for example, 11 out of 12 bottles or 20 out of 24), we may issue a store credit instead, based on the quantity and condition of the goods upon inspection.

Before you send anything back

Please email us first at orders@paynterscider.co.nz before returning any items. Unauthorised returns will not be accepted.

Returns should be sent to:

Paynter’s Cider Limited
c/o Johnny Appleseed
548 St Georges Rd South
RD2, Hastings 4172
New Zealand

Exchanges

We don’t offer exchanges. If you’d like to try a different product, please place a new order.

Sale items and gift cards

We do not offer refunds on sale items or gift cards.

Refund timing

If your return is approved, we’ll process the refund to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund. If more than 15 business days have passed since we confirmed your refund, please contact us at orders@paynterscider.co.nz.

International returns

We currently do not ship outside of New Zealand. This means the EU 14-day cooling-off period does not apply.