Refund Policy

We cook to order and we want you happy with it. If something's wrong, ring us and we'll sort it out.

Last updated: 15 August 2026

Food

Please check your order before you leave the shop.

If we've got it wrong — something missing, the wrong dish, food that isn't hot — we'll remake it or refund it in full.

Cancelling. Ring us before we start cooking and we'll refund you in full. Once it's on the grill, we can't.

Not collected. We'll hold your order until we close that day. After that we can't refund it.

Butchery

Nothing is charged online. When you reserve through this site, no money leaves your account — we ring you to confirm your order and the exact price.

The prices shown are estimates. Weights vary between packs, so the final price comes when we call. If it's more than you want to spend, tell us and we'll adjust or cancel the order at no cost.

Meat quality

If meat you bought is off, or isn't what you asked for, ring us within 24 hours and we'll replace it or refund it in full.

Our meat is fresh, with nothing added to extend its life. Refrigerate it as soon as you get home and use or freeze it within the time we tell you. We can't refund meat that's been left out of the fridge or used past that point.

Allergies

Tell us before you order. If you tell us about an allergy and we get your order wrong, ring us straight away and we'll refund you in full.

We prepare everything in one kitchen, where gluten, dairy, nuts and other allergens are present. We can't guarantee any dish is free of them. If your allergy is severe, talk to us first.

Change of mind

We don't refund change of mind, and under New Zealand law we're not required to. The exception is the one above: if we haven't started cooking, you get your money back.

How refunds are paid

Refunds go back to the card you paid with, usually within 5–10 working days. If you paid at the counter, we'll refund you there.

Your rights

This policy sits alongside the Consumer Guarantees Act 1993, which gives you rights we can't limit — and nothing here does.

What we sell you must be of acceptable quality, fit for purpose, and as described. If it isn't:

• Minor problem — we choose whether to remake it, replace it, or refund you.
• Serious problem — you choose between a refund and a replacement.

Change of mind isn't covered by the Act.

Talk to us

El Jefe Meats 3/60 Aviation Ave, Mount Maunganui 3116 +64 20 442 6718 hola@eljefemeats.co.nz

For free advice on your rights, contact Consumer Protection.