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Delivery is included throughout New Zealand. As always, delivery is included throughout New Zealand. Find out more here.

Refund Policy

Returns for credit will be given at our discretion.

The cost of return is your responsibility (unless as noted in 11.3 of our terms and conditions).


11.1 Subject to clause 8 of this agreement.

(a) After we have accepted your order for the products, you may not cancel the order without our consent.

(b) We will not consent to cancellation if we have processed documentation in fulfilment of your order.

(c) Returns for credit will be given at our discretion. The cost of return is your responsibility (unless as noted in 11.3 below).

(d) In the event that we consent to cancellation, we may require you to pay a minimum handling charge of $4.00 inclusive of GST per case or part thereof or a maximum of 15% of the total value of your order.

11.2 The Customer’s rights under the Consumer Guarantees Act 1993 are not affected by these terms and conditions. You are entitled to a replacement or refund for failure of substantial character. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a failure of substantial character.

11.3 In the event your purchase is faulty, damaged, wrongly described or breaches a consumer guarantee we will refund your money or exchange the product upon presentation of your proof of purchase. If your purchase incurred a delivery fee, then we will cover the cost of delivery for the return (only when FWL is at fault, that is if the wrong product is delivered, there is a fault with the product (including any damage caused in transit) or FWL has breached a consumer guarantee). In all other circumstances, the delivery charge will be deducted from the refund to the consumer.

11.4 Unfortunately, you cannot amend an order after it has been placed. If in the event that you change your mind then please contact our Customer Service Team during business hours, exchanges may be possible if the order has not be processed and at FWL’s discretion. If FWL agree to exchange a delivered product, additional delivery charges will be incurred at your expense. All returns (with the exception of faulty or damaged orders) must be in their original condition and packaging.