Lavello Estate – Returns & Refunds Policy

Last updated: 27 October 2026

At Lavello Estate, we take pride in the quality of our products. We want you to be happy with every purchase, whether you're buying our gourmet mushrooms, artisan foods, honey, botanical products, dog treats or nursery plants.

If something isn't right with your order, please contact us so we can help resolve the issue.

1. Change-of-Mind Returns

Because many of our products are perishable, consumable or living plants, we do not generally accept returns or provide refunds simply because a customer changes their mind.

We may consider requests for returns or exchanges on a case-by-case basis.

This does not affect your rights under New Zealand consumer law.

2. Fresh Mushrooms and Perishable Products

Our fresh mushrooms and other perishable products require appropriate handling and storage.

We cannot accept change-of-mind returns on these products.

If your order arrives damaged, spoiled or otherwise unsuitable, please contact us as soon as possible, preferably within 24 hours of delivery, with photographs and your order details.

We will assess the issue and provide an appropriate remedy in accordance with your consumer rights.

3. Honey, Artisan Foods, Mushroom Extracts and Dog Treats

For food products, honey, mushroom extracts, supplements and dog treats, we cannot generally accept change-of-mind returns once products have been dispatched.

If a product arrives damaged, is incorrectly supplied, is faulty or does not meet applicable consumer guarantees, please contact us.

We may request photographs, batch information or other details to help investigate the issue.

4. Nursery Plants, Poplar and Willow Products

Our nursery products are living plant material and may be affected by transport conditions, storage and handling after delivery.

Please inspect plants, poles and cuttings when they arrive.

If they arrive damaged, are incorrectly supplied or do not meet applicable consumer guarantees, contact us promptly with photographs and your order details.

We cannot guarantee plant establishment or subsequent growth where failure results from unsuitable planting conditions, inadequate care, weather events or other circumstances outside our control.

This does not limit your rights where the plants or nursery products were faulty or otherwise failed to meet applicable consumer guarantees at the time of supply.

5. Damaged, Faulty or Incorrect Orders

If you receive a product that is damaged, faulty, unsafe, incorrectly supplied or not as described, please contact Lavello Estate.

Include, where available:

• Your name and order number.

• A description of the problem.

• Photographs of the product and packaging.

• Relevant batch or product information.

We will assess the issue and arrange an appropriate remedy, which may include a repair, replacement or refund, depending on the circumstances and your rights under New Zealand law.

6. Refunds

Where a refund is appropriate, we will normally process it through the original payment method.

The time taken for funds to appear in your account may depend on your bank or payment provider.

Where required by law, we will also cover reasonable return shipping costs associated with faulty or non-compliant products.

7. Returning Products

Please contact us before returning any product so we can provide instructions.

For food safety and biosecurity reasons, we may ask you to retain, photograph or safely dispose of a damaged or unsuitable product rather than return it.

Do not send perishable food or living plant material back without prior instructions.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will endeavour to accommodate cancellation requests before an order is dispatched.

Once an order has been dispatched, cancellation may not be possible, although your statutory consumer rights remain unaffected.

9. Your Rights Under New Zealand Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation.

Where goods fail to meet applicable consumer guarantees, customers are entitled to the remedies provided by law.

Any suggested notification periods in this policy are intended to help us investigate problems promptly and do not remove statutory rights.

10. Contact Lavello Estate

For questions, returns or refund requests, please contact us through the contact details provided on our website.

Lavello Estate
Manawatū, New Zealand

Please include your order number and a brief explanation of your enquiry so we can assist you promptly.