Returns & Refunds

Premade meals are cooked fresh to order, packed cold, and delivered the same week. Because food is perishable, returns work a little differently from a normal product return. This page covers what to do if something arrives wrong, damaged, or missing, and what we can do to put it right.

If something is wrong with your delivery

Please check your order as soon as it arrives. Get in touch the same day where possible if a meal is:

  • Damaged in transit (broken seal, crushed tray, leaking)
  • Missing from the box
  • The wrong meal
  • Showing signs it hasn't kept cold (warm to the touch, off appearance or smell)

It speeds things up if you can include:

  • Your order number from the confirmation email
  • A photo of the affected meal and the box it arrived in
  • Which meals are affected and what the issue is

Email hello@premade.nz or phone 0800 846 282. We'll review and come back to you with the next step.

You don't need to send the food back. If a meal looks unsafe to eat, please dispose of it.

What we can offer

Once we've reviewed the issue we'll work with you on the best option. That usually means a refund for the affected meal(s), a replacement on your next delivery, or account credit toward a future order.

Change of mind

We can't refund meals once they've been delivered and there's nothing wrong with them. The meals are perishable, made to order, and we can't safely resell them. Sale items and gift cards are also non-returnable.

Cancelling or changing an order

You can edit, pause, or cancel your order before the weekly cut-off:

  • Wednesday delivery: changes accepted until 11:59pm Monday
  • Friday delivery: changes accepted until 11:59pm Wednesday

After the cut-off the kitchen has started prep, so we can no longer change the order for that week.

Subscriptions

Subscriptions can be paused or cancelled at any time from your account, as long as the upcoming order hasn't passed its cut-off.

Contact

For the formal version, see our Refund Policy.