Refund policy
Last updated: 17 January 2026
Thank you for shopping with The Eastern Field. This policy outlines the approach to returns, refunds, exchanges, and cancellations.
Nothing in this policy limits or excludes the rights of customers under the Consumer Guarantees Act 1993 (NZ).
Returns
Live Plants and Organisms
Due to the perishable and living nature of plants and organisms:
- Returns or exchanges for change of mind are not accepted.
- Orders for live plants cannot be cancelled once processing has begun (processing begins on Monday for courier delivery and Friday for Click & Collect).
Customers are advised to choose carefully before placing an order.
Non-Perishable Items
Returns for non-perishable items, such as prints and seeds, may be accepted where required under the Consumer Guarantees Act 1993.
Returns due to change of mind are not guaranteed and may be declined.
Reporting an Issue
If an order arrives damaged, faulty, incorrect, or in an unsatisfactory condition, customers should contact The Eastern Field as soon as reasonably possible after delivery or collection.
To initiate an assessment:
- Contact The Eastern Field in writing via email at contact@theeasternfield.com
- Include the order number
- Provide a detailed description of the issue
- Include clear photographs or video evidence, particularly if the external packaging is damaged prior to opening
Timely reporting is essential:
- Issues with live plants and organisms should ideally be reported within 7 days of delivery or collection. Delays may affect the ability to determine whether an issue was present at the time of supply.
- Issues with non-perishable items should be reported promptly; returns must be initiated within 10 days of approval.
Return Eligibility
Live Plants and Organisms
- Live plants and organisms cannot be returned.
- Any issues with live plants will be assessed on a case-by-case basis using photographic evidence and other information provided by the customer.
- Remedies, if any, will be determined in accordance with the Consumer Guarantees Act 1993.
Non-Perishable Items
Where a return is agreed to be the most appropriate resolution:
- Items must be returned in original packaging.
- Proof of purchase (order confirmation email) is required.
- Returns should be sent promptly, ideally within 10 days of the purchase date or agreement to return.
Customers are responsible for all return shipping costs, unless otherwise required by law.
A tracked courier service is strongly recommended.
The Eastern Field does not accept liability for loss or damage occurring during return transit.
Non-Returnable Circumstances
Returns are not accepted where:
- Change of mind occurs
- Damage has occurred after delivery or collection
- Notification of an issue is not made within a reasonable timeframe
- Live plants have deteriorated due to being left unattended after delivery
Due to perishability, customers are responsible for ensuring live plant deliveries can be received promptly.
Exchanges
Exchanges are not offered for live plants or organisms.
Exchanges for non-perishable items may be considered only where required under the Consumer Guarantees Act 1993.
Refunds
Once a returned item has been received (where applicable) and assessed, a determination will be made regarding whether the item is defective or unsatisfactory in accordance with the Consumer Guarantees Act 1993 and whether a refund or other remedy is appropriate.
Email notification will be sent to the customer with the outcome of the claim.
If a refund or exchange is approved:
- Refunds are issued to the original payment method.
- Shipping costs are non-refundable, unless required by law.
- Allow up to 10 business days from the date of approval for the refund or exchange to be processed.
Damages and Natural Variation
Live plants are deemed supplied in acceptable condition unless issues are reported promptly after delivery or collection.
For live plants and organisms, the following are considered normal and do not constitute a fault:
- Minor cosmetic damage
- Natural variation
- Seasonal differences
- Temporary transit stress (such as wilting)
These conditions do not affect rights under the Consumer Guarantees Act 1993.
Click & Collect – Live Plants
Due to perishability:
- Live plant orders must be collected during the scheduled Click & Collect window: Saturdays, 7:45 AM – 12:00 PM, at the Tauranga Farmers Market, during operating seasons.
- Orders must be placed by Thursday night to be eligible for that Saturday’s collection.
- Orders not collected, or collected without proof of purchase, may not be eligible for a refund.
- Uncollected live goods may be forfeited where they cannot be safely held or resold.
Please refer to the Shipping Policy for full market dates and seasonal operations.
Cancellations
Order processing for live plants and organisms begins on Monday for courier delivery and Friday for Click & Collect.
- Cancellations are only accepted before order processing begins. Once processing has started, orders cannot be cancelled for change of mind.
- Cancellations before processing will be eligible for a full refund.
- Cancellation requests should be sent to contact@theeasternfield.com. Acceptance is subject to processing status.
For non-perishable items, cancellations may be accepted prior to dispatch, at discretion (where applicable).
Orders placed after Sunday night will be processed the following Monday (courier), and orders placed after Thursday night will be processed the following Friday (Click & Collect) and cannot be cancelled for change of mind once processing has started.
Shipping Returns
Returns must not be sent without prior approval.
Return instructions will be provided by email once a return is authorised.
Approved returns must be shipped promptly, ideally within 10 days of approval.
Contact Information
For returns, refunds, or order enquiries, please email contact@theeasternfield.com