Returns & Refunds

Primal by Nature strives to deliver exceptional customer service to our customers as well as exceptional Manuka Honey products. Please read our policies on cancelling orders, returns on International and New Zealand orders.

Cancelling your order

We understand that from time to time, customers may change their mind after purchase. You are able to cancel your order prior to your order being shipped and tracking number provided, however, please be aware we may ship your order on the same day the order is received. If you do wish to cancel the order before the order is shipped, please contact us immediately at

If we are able to cancel the order prior to dispatch, a refund will be processed.

International Returns

Once the product is shipped internationally, returning a product back in to New Zealand requires specific importation regulations and can often be rejected at the border. For that reason, we unfortunately do not accept returns for orders sent internationally.

If a product is defective by not conforming to specification, we may request a return.  Please email us at with information about the defective product and include your order number, name and shipping address. We will provide further instructions via email.


New Zealand Returns

If you have a change of mind, you will be eligible for a refund within 10 working days of receiving your product and your product is unused and in its original packaging. If you wish to return the product and request a refund, please email with your name, order number, shipping address and reason for the return.

  • You can return the product to: 6 JB Cullen Drive, Ashburton 7772, New Zealand.
  • You will be responsible for paying for your own shipping costs for returning your product. Depending on where you live, the time it may take for your product to reach us may vary. 
  • Enclose your name and order number in your return.
  • Ensure your product does not arrive damaged, by using appropriate packaging, such as bubble wrap or the packaging your product arrived in.
  • Consider using a trackable shipping service, or we can’t guarantee that we will receive your returned item. 
  • Once your return is received, inspected and approved, we will issue you a refund for the same value as your returned item at the time of purchase. If your return is not approved due to its condition, we will notify you by email. 

If you have received any defective product then you will be eligible for a refund and we will collect the defective product at our cost.