Refund policy
Last updated: 22 October 2026
We want you to love what you get from Scroggin. If something isn't right, tell us and we'll put it right. This policy applies to Scroggin Coffee and Eatery (Scroggin Coffee and Eatery Limited) and Scroggin Bakehouse (Bakehouse Limited), which are separate companies. Nothing in it limits your rights under the Consumer Guarantees Act 1993.
Food and drinks
If your coffee, food or baking isn't right — wrong order, not up to standard, or not as described — let our team know straight away, ideally before you've finished it. We'll remake it, swap it for something else, or refund you.
We don't offer refunds for change of mind on food and drinks once they've been prepared.
Retail coffee, merchandise and packaged goods
If a bag of coffee, t-shirt or other product is faulty, damaged or not as described, we'll repair, replace or refund it as required by the Consumer Guarantees Act. For a serious problem, you choose whether you'd like a refund or a replacement.
Change of mind: we're happy to exchange or give store credit for unopened, unused items returned within 14 days with proof of purchase. Opened coffee can't be returned for change of mind.
Catering orders
We buy ingredients and plan staff around your order, so please give us as much notice as possible if your plans change.
- Cancel at least 3 days before your event: full refund
- Cancel less than 3 days before: no refund
Changes to numbers or menu are welcome up to 3 days before your event, subject to availability.
If your catering order arrives late, incomplete, or not as agreed, contact us on the day at 03 443 1187 and we'll make it right, including a full or partial refund where appropriate.
Gift vouchers
Gift vouchers are valid for 12 months from the date of purchase, as shown on the voucher. They can't be exchanged for cash, and we can't replace lost or stolen vouchers unless purchased online and traceable.
How to ask for a refund
- In store: talk to any of our team.
- Afterwards: email hello@scrogginwanaka.co.nz with your proof of purchase (receipt, order confirmation or bank statement) and a description of the problem.
Approved refunds go back to your original payment method within 5 working days. Your bank may take a few extra days to show it.
Your rights
As a consumer in New Zealand, you have rights under the Consumer Guarantees Act that can't be taken away. For more information, visit consumerprotection.govt.nz.
