Returns & Refunds
We put a lot of care into every beer we make and want you to be happy with anything you buy from No.19 Brewing.
If something isn’t right, please get in touch. We’re a small brewery, so you won’t be dealing with a call centre or an anonymous returns department — we’ll look into the issue ourselves and work with you to sort it out as quickly as possible.
Something wrong with your beer?
If you receive beer that appears damaged, faulty or not as it should be, please contact us and tell us what has happened.
To help us identify the beer and investigate the problem, please include:
- The name of the beer
- The batch number printed on the can
- The best before date
- Where and when you purchased it
- A brief description of the problem
- A photo of the can or packaging, if relevant
Please keep the affected can and any remaining cans from the same pack until we’ve spoken with you, as we may need some additional information to help us work out what has happened.
Depending on the circumstances, we may arrange a replacement, refund or another appropriate solution.
Most importantly, please tell us if there’s a problem. Feedback like this helps us trace individual batches, identify issues and make sure they don’t happen again.
Damaged or incorrect orders
If your online order arrives damaged, is missing something, or contains the wrong product, contact us as soon as you can with your order details and, where possible, a photo showing the issue.
We’ll investigate it and get things sorted.
Change of mind
Because beer is a consumable product, we generally can’t accept returns or provide refunds simply because you’ve changed your mind.
This does not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise does not meet the requirements of the New Zealand Consumer Guarantees Act.
Merchandise
As we add clothing, glassware and other merchandise to our online store, eligible unused merchandise may be returned or exchanged provided it is in its original condition.
For clothing, items should be unworn, unwashed and have any original tags attached.
For hygiene and safety reasons, some products may not be eligible for change-of-mind returns. Any exclusions will be clearly stated on the relevant product page.
If merchandise is faulty, damaged or incorrectly supplied, contact us and we’ll sort it out in accordance with your rights under New Zealand consumer law.
Refunds
Where a refund is agreed, it will normally be made back to the original payment method used for the purchase.
Processing times after we issue a refund can vary depending on your bank or payment provider.
Contact us
The easiest way to resolve an issue is to contact us directly.
Please include your order number, if applicable, along with as much information as you can about the product and the problem.
We’d much rather hear from you and have the opportunity to put something right than have you walk away unhappy.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act or other applicable New Zealand consumer law.
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