We work hard to get every order right. If something arrives damaged, incorrect, missing or not as expected, please contact us promptly so we can investigate and put it right.
Call 0800 777 121 or email sales@kaans.co.nz to report a return or credit request.

1. CONTACT US WITHIN 24 HOURS

Please report visible damage, shortages, incorrect products or other delivery issues within 24 hours of receiving your order.
If a product issue could not reasonably have been identified at delivery, contact us as soon as you become aware of it.

2. PROVIDE THE ORDER DETAILS

To help us resolve the issue quickly, please provide:

• Your business and account name
• Order or invoice number
• Product name or item code
• Quantity affected
• A clear description of the issue
• Photos of the product, packaging and labels where relevant
• Batch, lot or best-before details where available

3. KEEP THE PRODUCT SAFE

Please keep the affected product and its packaging while we assess the issue. Chilled, frozen and other perishable products must continue to be stored at the correct temperature.
Do not return or dispose of the product unless our team asks you to. We may need to inspect or collect it before approving the return or credit.

4. WE’LL WORK WITH YOU ON THE OUTCOME

Once we have reviewed the information, we’ll confirm the next steps. Depending on the circumstances, this may include:

• Replacing the product
• Collecting or accepting a return
• Applying a credit to your Kaans account
• Providing another appropriate resolution

CHANGE-OF-MIND RETURNS
Products ordered incorrectly or no longer required are not automatically eligible for return. Please contact us before returning anything.
Chilled, frozen, perishable, opened, specially ordered or custom-processed products may not be accepted. Any approved return must be in its original condition and packaging and may be subject to collection or restocking costs.
NEED HELP?
Call 0800 777 121, email sales@kaans.co.nz or contact your Account Manager.
This policy should be read alongside the Kaans Group General Terms and Conditions of Trade.