Terms of service
Terms of service
At Dish NZ Ltd we pride ourselves on providing exceptional food alongside exceptional service.
It is the client’s responsibility to inform us of any allergies that are food related and we will then discuss possible options. Dish NZ ltd will not take any responsibility for allergic reactions if allergies have not been discussed in the order process. We will do our best to cater to most people but depending on requests, sometimes it is not always possible.
Within the Kitchen Angel service -
It is paramount that the client follows all care and reheating instructions regarding our products.
This means
· Chill the meals as soon as they are prepared.
· Eat within 3 days of freeze
· Only reheat meals once as per instructions provided
· Defrost before heating as per instructions provided
· Meals should be defrosted in the fridge 24 hours before heating or 6 hours at room temperature
· Always preheat the oven. Follow the cooking times and temperatures stated on each dish.
We love what we do and strive to provide the finest products taking extra care with the creation of these dishes. We also love nothing more than repeat business so if there is a glitch in the system, we will endeavour to correct the situation to your satisfaction. We ask that you let us know within 24 hours of the problem so that it can be rectified as soon as possible.
We are governed by and respect New Zealand consumer’s law. If an issue does arise, we will do our best to
1. Correct the situation by supplying what you need as to not affect the enjoyment of our product
2. Offer a refund on reasonable terms
3. If necessary work through the correct mediation channels offered to us here in New Zealand.
Please choose carefully as we do not provide refunds if you change your mind. If you discover any defect in your product, you may return the item you purchase for a replacement within 3 days of service. When replacements are not available, we may at our discretion, provide a refund. We will notify you via e-mail of the status of the replacement or refund once we have viewed and processed the returned item. Under our guarantee, faulty items that meet our conditions of care will be replaced or a refund will be issued at Dish NZ Ltd’s discretion. Dish NZ Ltd will replace any goods, which fail to comply with Consumer Guarantees Act 1993. Where the provisions of the Consumer Guarantees Act 1993 apply, these terms will be read subject to the application of that Act, and in the case of any conflict, the provisions of that Act will apply.
Please note that the guarantee does not cover faults arising from:
· Not adhering to the care and reheating instructions
· Any accidental damage or mistreatment of the product
· Any non disclosed allergies of the consumers
Payment
Payment and delivery orders will be accepted by Dish NZ Ltd for delivery in New Zealand only. Payment is to be made in NZ currency via credit card or direct bank credit.
Cheques are not accepted
The Product
Items will be adapted and changed on the website seasonally and at our discretion. Occasionally we may have issues beyond our control with suppliers. While we will do everything in our power to avoid this happening, in this case we would contact the client directly to organise a suitable and agreeable alternative. While we do not accept liability for any loss arising, every effort will be made to keep the information up to date and accurate.
All of our meals and morsels are created from scratch with the finest of ingredients and a tonne of passion. We hope you love your divine meals and we are grateful for your valued business.
Payment
Payment for services must be made by the day of service. With all Private Chef, Wedding and Exclusive Catering contracts a 30% deposit is required at the time of booking. This is deducted from the final balance.
Refund Policy
Returns - in relation to online delivery service when offered
In establishing that your product was spoiled or damaged on delivery to you, we will require photographic evidence and/or a sample of the damaged product. If Dish NZ Ltd agrees that the product was not up to standard then we shall at your request, credit the value of the product to you. This can be done either direct to your credit card or your account can be credited towards your next order. Any credit applied to your account will be valid for 6 months and cannot be exchanged or refunded for cash.
Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Gift vouchers are exempt from being returned or exchanged for cash.
To complete your return, we require a receipt or proof of purchase.
Please only send your item to Dish NZ Ltd directly – address will be provided.
Any item not in its original condition, damaged, consumed or missing items for reasons not due to our error.
or any item that is returned more than 30 days after delivery is not eligible for a refund
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days. We can also credit your account towards future orders.
Incorrect order - in relation to online delivery service when offered
If you receive an order that does not correspond with what you ordered, please let us know straight away and we will endeavour to correct this as soon as physically possible. If you do not let us know within 24 hours of delivery, we may be unable to assist you with correcting the situation to your expectations.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at private@joannakeppel.nz
Gifts – in relation to online delivery service when offered
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping - in relation to online delivery service when offered
To return your product, you should courier your product to: Please contact Joanna Keppel for updated address details
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Debt collection
You will be liable for all costs associated with debt collection where you default in payments for an order