Refund policy
Return & Refund Policy
At Mainland Pure, we are committed to delivering premium-quality, ethically sourced meats and ensuring our customers receive their orders in perfect condition. Due to the perishable nature of our products, we do not accept returns. However, we stand by the quality of our service and will assess refund or replacement requests under the following policy:
Returns
Due to strict food safety standards, we are unable to accept returns on any meat products.
Refunds & Replacements
We only offer refunds or replacements for damaged or incorrect products. If you believe there is an issue with your order, you must notify us within 3 days of receiving your delivery.
To be eligible for a refund or replacement, the following is required:
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Contact us via email at dallas@mainlandgroup.co.nz within 3 days of receiving your order
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Provide your order number and a detailed description of the issue
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Submit clear photographic evidence of the product(s) in question
All refund/replacement requests will be reviewed within 2 business days. If approved, you may receive either:
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A replacement item shipped at no extra cost (subject to stock availability), or
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A partial or full refund processed to your original payment method
Non-Eligible Claims
We are unable to offer refunds or replacements if:
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The delivery address provided was incorrect or incomplete
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The parcel was left unattended for an extended period after delivery
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Delivery was attempted but no one was available to receive the parcel
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Claims are made after 3 days from receipt of the order
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No photographic evidence is provided
Cancellations
Orders may be cancelled prior to 12pm on Monday, before the Tuesday dispatch. Once an order has been packed or shipped, it cannot be cancelled.
If you have any questions or concerns, please don’t hesitate to contact us. We’re here to help and want you to feel confident in every order with Mainland Pure.
📩 Contact: dallas@mainlandgroup.co.nz
📞 Phone: 0273061738