Terms & Conditions

1. Refunds & Returns Policy

If you receive a product that is faulty, damaged, or not of acceptable quality at the time of supply, please contact us as soon as possible.

Due to the perishable nature of fresh produce, we require customers to notify us of any quality concerns within 24 hours of receiving their order so we can properly assess the issue.

We may not be able to investigate or resolve claims raised outside this timeframe where it is no longer reasonable to determine the condition of the product at the time of supply.

Where a valid claim exists under the Consumer Guarantees Act 1993, we will offer a remedy which may include replacement, refund, or store credit, depending on the circumstances.

What we may ask for

• A description of the issue
• A photo of the affected product
• Your receipt or order confirmation number

2. Packaged Goods

This covers products such as sauces, drinks, Asian groceries, juices, and other packaged or sealed items.

Faulty or damaged packaged goods

If a packaged good is faulty, damaged, or not fit for purpose, you are entitled to a refund or replacement under the Consumer Guarantees Act.

Each case is assessed individually. We may ask for the item to be returned to store for inspection, or for a photo if return is impractical.

What is not covered

• Damage caused by incorrect storage after purchase
• Products past their best-before date at the time of purchase that you were made aware of

3. Exchanges

We offer exchanges in the following situations:

• The item you received is faulty or damaged
• We delivered the wrong item
• A product is out of stock — see Section 7 for our online order availability policy

Exchanges are subject to stock availability. A valid receipt or order confirmation is required for all exchanges.

4. How to Make a Claim

In store

You're welcome to bring the item to our store at 44 Parumoana Street, Elsdon, Porirua during opening hours. Please bring your receipt or proof of purchase.

For online orders

Please contact us and we will work out the best way to resolve things:

Depending on the situation, we may arrange a courier pickup or ask you to bring the item in. We'll confirm the process with you when you get in touch.

Return costs

Where a return or collection is required due to a faulty, damaged, or incorrectly supplied item, City Green will cover any associated return shipping or collection costs.

5. Delivery Policy

Processing time

Orders are processed within 1–2 business days. Orders placed on weekends, public holidays, or outside of business hours will be processed on the next available business day.

Delivery areas and fees

We currently deliver to Porirua and Wellington only. Delivery fees are charged at checkout:

Delivery times

Estimated delivery times are provided as a guide only and may vary depending on demand, traffic, and weather conditions. We do not guarantee delivery at a specific time.

P.O. Box deliveries

We are unable to deliver to P.O. Box addresses. A physical street address is required at checkout.

Click & collect

Click & collect is available to all customers at our Porirua store — no delivery fee applies. We'll contact you when your order is ready.

Condition on delivery

We take care to ensure all orders are delivered in good condition. Once an order has been delivered:

• Responsibility for storage and handling passes to the customer
• We are not responsible for deterioration due to incorrect storage after delivery

If your order arrives damaged or incorrect, you must notify us within 24 hours of delivery.

6. One Day Specials (ODS)

City Green occasionally runs One Day Specials — deeply discounted products available for a single day only.

In-store only

One Day Specials are available in-store only. They are not available for online orders due to limited stock quantities and the fast-moving nature of these deals.

Follow us or call us on 04 213 9559 to find out about upcoming specials.

7. Online Order Item Availability

We work hard to keep our online store accurate, but because our products are sourced fresh and stock changes daily, occasionally an item may sell out between when you place your order and when we pack it.

Placing an order reserves your intent to purchase — it does not guarantee that every item will be available at the time of fulfilment. We'll always do our best to include everything you've ordered.

If an item turns out to be unavailable, we'll remove it from your order and refund the full amount for that item to your original payment method. Refunds are issued immediately, but please allow 5–10 working days for the funds to appear in your account. You will never be charged for something you didn't receive.

If you'd like to know whether a specific item is in stock before ordering, give us a call on 04 213 9559 and we'll be happy to check for you.

8. Product Images

Product images on our website are for illustrative purposes only and may not be an exact representation of the item you receive. Variations in colour, size, shape, and packaging may occur due to seasonal availability, supplier changes, or natural produce variation.

If you have any questions about a specific product before ordering, feel free to contact us.

9. Pricing Errors

While we make every effort to ensure pricing is accurate, errors may occur. If a product or service is listed at an incorrect price due to a typographical error, system error, or technical malfunction, we reserve the right to cancel the order and provide a full refund before dispatch or fulfilment. We will contact you and give you the option of proceeding with the order at the correct price.