Returns & Refunds

Returns Policy – 30 Days to Return

We offer a 30-day return policy on purchases (excluding clearance items unless faulty). You may return your order within 30 days of purchase. This window may be extended at our discretion during holiday periods or if your delivery was significantly delayed.

Items should be returned in the original product packaging (unopened and unheated), our returns form and a copy of the invoice that was emailed to you when you purchased. If you no longer have the invoice, please include your order number on the returns form. 

We will refund the total of the items returned in your order, less shipping costs. If the return is a result of our error, On Track Meals NZ will also refund shipping charges to compensate you for the return shipping of the item.

Order Cancellations

We are efficient at picking and packing your orders, so we generally can’t accept cancellations once an order has been processed. However, if your order has not yet been packed, we may be able to cancel it on request. Please email us as soon as possible, and we’ll do our best to assist.

Returning Defective or Incorrect Products

If you have received a damaged, defective, or incorrect item, we will cover the return shipping. We will either email you a pre-paid return label or arrange for a pickup, depending on the circumstances.

How to Initiate a Return

To initiate a return, please log into your account using the email address you used to place your order. If you didn’t set up a password, simply enter your email address and a unique login code will be sent to you.

Once logged in, locate the order containing the item(s) you wish to return and complete the online exchange/return form.

Once your return has been received and approved, your refund will be processed within 5 working days.

Shipping Costs

Customers are responsible for return shipping and arranging the return unless the return is due to an error on our part. If the return is our fault (e.g. you received the wrong item or a defective product), we will provide a pre-paid return label or organise a courier pickup.

Packaging Your Return

Please ensure all items are returned in the original product packaging, unopened and unheated, and in new and unused condition. Include your returns form and a copy of your invoice where possible. If you no longer have the invoice, please include your order number on the returns form.

Return Address

On Track Meals
 c/o Tight Lines Ltd
 89 Austin Street
 Onekawa
 Napier 4110

Please Note

Returns MUST be sent via courier. Due to a change in NZ Post processes, any returns sent to our address via their standard tracked service will be returned to sender. Upgrading to a courier service is required.

Clearance items cannot be returned unless faulty.