Refund policy

COMPETITIONS — GENERAL TERMS AND CONDITIONS OF ENTRY:

1. These general terms & conditions are applicable to all competitions run by Jess’s Underground Kitchen via this page unless otherwise specified. By entering into the applicable Jess’s Underground Kitchen competition (“Competition”), you confirm that you accept these terms and conditions. All details and instructions (including ‘how to participate instructions’, supplemental draw and prize information and Participation Agreements) form part of the terms and conditions of the Competition. In the event of any inconsistency between these general terms and conditions and the specific terms and conditions for any Competition, the specific terms and conditions will take precedence.
2. The Promoter is Jess’s Underground Kitchen (“Promoter”), 21 Gordon Road, Morningside, Auckland 1025. The Promoter can be contacted on 09 815 1185 or hello@juk.co.nz.
3. To participate in and/or claim a prize in the Competition, you must be a New Zealand resident aged 18 years or over.
4. The Promoter’s and its associated companies’ employees, agencies and contractors, or anyone else professionally involved in the Competition, and their immediate families (including spouses, grandparents, parents, children and grandchildren) are not eligible to participate in the Competition.
5. The applicable promotional period and the dates of prize draws comprising the Competition will be as stated in the specific terms and conditions for each Competition. Unless otherwise stated in the specific terms and conditions, entries will close at 7:00pm on the closing date of the Competition. No entries will be accepted outside of the applicable promotional period.
6. Entries must be made by individual consumers. No entries from trade customers, agents, organised groups or other third parties, or entries automatically generated by computer will be accepted. If the Promoter suspects that a participant is using a computer to circumvent this condition by, for example, the use of 'script' or any other automated means, that person's entries will be disqualified and any prize awarded will be void. At the discretion of the Promoter, offenders may be prosecuted.
7. The Promoter will endeavour to ensure that all relevant means of entry into the Competition are available at all times during the promotional period, but cannot guarantee availability and is not liable for any disruptions or system failure. The Promoter reserves the right to suspend or cease any means of entry into the Competition at its sole discretion. Participants are responsible for all connection costs charged by their service provider. If you do not pay the bill, please get permission from the person who does.
8. Unless otherwise stated in any specific terms and conditions, the Promoter will only accept one entry per person into each Competition. If the Competition is limited to one entry, the Promoter reserves the right at its sole discretion to remove any multiple or duplicate entries.
9. Incomplete or illegible entries or those not submitted in accordance with the entry instructions will not be accepted. The Promoter has no responsibility, and will not be liable, for any lost, incorrect, or misdirected entries, or any entries not received by the Promoter.
10. In the event of a dispute the Promoter’s decision is final and binding and no correspondence will be entered into.
11. The Promoter reserves the right at any time to suspend or modify the Competition, or these terms & conditions, without prior notice and for any reason whatsoever at its discretion.
12. The Promoter may refuse to award a prize to any participant if, in the Promoter’s sole opinion, that participant has violated the specific and/or general terms and conditions of the Competition or has gained an unfair advantage in participating in the Competition.
13. By entering a prize draw online, you consent to the Promoter contacting you at any of the contact details provided at the time of entry.
14. Prize winners will be notified as soon as reasonably practicable following any draw or award. The Promoter reserves the right to redraw or reallocate any prize if a winner cannot be contacted within a reasonable period, as determined by the Promoter at its sole discretion.
15. Prize winners and any companion(s) participating in a prize may each be required to sign a Participation Agreement in order to take a prize.
16. Prizes are as stipulated and are non-transferable and non-refundable. In the event that the prize specified in the Competition is not available for any reason, the Promoter may substitute the prize for another prize of like value. The Promoter will not be responsible for the cancellation or postponement of any prize.
17. By participating in the Competition, participants consent to the use of their name and photograph for any promotional purposes carried out by the Promoter. Prize winners may be required to take part in any publicity accompanying or resulting from the Competition.Unless otherwise specified by the Promoter, no additional compensation will be provided by the Promoter for such participation.
18. Except for any liability that cannot be excluded by law, the Promoter will not be liable for any loss or damage whatsoever incurred by any participant (including but not limited to any indirect or consequential loss). All prizes are taken entirely at the participant’s own risk. Participants indemnify the Promoter against any claim for accident or loss of life, personal injury, property damage or other loss, cost or expense arising in connection with the Competition or any prize.
19. The Promoter adheres to all applicable privacy laws and regulations. Participants to the Competition agree that the Promoter (and its agents and contractors) may collect and retain their personal information in order to conduct the Competition and for future promotions carried out by the Promoter and its associated companies. Participants have the right to request access to their personal information held by or on behalf of the Promoter, and to update or to remove any such information. All such requests should be directed to the Promoter in writing at the address set out above.
20. This promotion is in no way sponsored, endorsed, administered by or associated with Facebook, and Facebook has no liability whatsoever (and is released from any liability) to any entrant in this competition.

ORDERS — GENERAL TERMS AND CONDITIONS:

1. Introduction
Welcome to Jess's Underground Kitchen. By placing an order with us, you agree to be bound by these Terms and Conditions.
2. Ordering Process
2.1. Orders can be placed through our website, phone, or email.
2.2. All orders must be confirmed by our team before they are processed.
 2.3. Full payment is required at the time of ordering unless otherwise agreed upon.
3. Payment
3.1. We accept payments via credit card, debit card, and other payment methods as indicated on our website.
3.2. Prices are subject to change without notice. However, once your order is confirmed, the price will not change.
3.3. If payment is not received or is declined, the order will not be processed.
4. Delivery and Pickup
4.1. Delivery is available within specified areas. Please check our delivery zones on the website.
4.2. A delivery fee may apply based on your location.
4.3. Orders must be placed at least 24 hours in advance for delivery or pickup.
4.4. Pickup is available during our regular business hours. Please refer to our website for the current schedule.
5. Cancellation and Changes
 5.1. Cancellations or changes to orders must be made at least 24 hours in advance.
5.2. A cancellation fee may apply if the order is cancelled less than 24 hours before the scheduled delivery or pickup time.
5.3. Changes to orders may affect the total price.
6. Refunds and Returns
6.1. Due to the perishable nature of our products, all sales are final.
6.2. If there is an issue with your order, please contact us immediately. We will do our best to resolve the issue to your satisfaction.
6.3. Refunds will be issued at our discretion and may be provided as credit.
6.4. A refund fee may apply if the reasons for requesting a refund are deemed unacceptable. Unacceptable reasons for a refund include, but are not limited to:

• Change of mind after the order has been processed or delivered.
• Incorrect address provided by the customer resulting in failed delivery.
• Discount code or Gift Card was not put in at the time of purchase.
• Delayed consumption resulting in spoilage.
• General dissatisfaction with the taste or appearance of the product if it matches the description provided at the time of ordering.
• Failure to follow provided storage and handling instructions.
• Allergies or dietary restrictions not communicated at the time of order.

7. Allergies and Dietary Restrictions
7.1. Customers are responsible for informing us of any allergies or dietary restrictions at the time of ordering.
7.2. While we take precautions to avoid cross-contamination, we cannot guarantee that our products are free of allergens.
8. Limitation of Liability
8.1. Jess's Underground Kitchen is not liable for any direct, indirect, incidental, or consequential damages arising from the use of our services or products.
8.2. Our liability is limited to the cost of the order.
9. Governing Law
9.1. These Terms and Conditions are governed by and construed in accordance with the laws of the jurisdiction in which Jess's Underground Kitchen operates.
 9.2. Any disputes arising out of or relating to these Terms and Conditions will be resolved in the courts of this jurisdiction.
10. Changes to Terms and Conditions
10.1. Jess's Underground Kitchen reserves the right to change these Terms and Conditions at any time without prior notice.
10.2. It is the customer's responsibility to review the Terms and Conditions regularly.

If you have any questions, please get in contact with us at hello@juk.co.nz

Black Friday Event – Terms & Conditions

1. Offer Period
   The Black Friday promotion is valid from Monday 24 November 2025 to Sunday 30 November 2025 only.  
   
   

2. Discount Details

   • Customers will receive 25% off site-wide.

   • The discount excludes gift vouchers and subscription products.

   • The 25% discount is automatically applied at checkout — no discount code is required.
     
     

3. Shipping

   • Free shipping discount applies only to orders placed on Friday 28 November 2025.

   • This offer is based on the order date, not the shipping or dispatch date.
     
     

4. Exclusions & Conditions

   • The offer cannot be used in conjunction with any other discounts, promotions, or offers.

   • The discount cannot be applied retrospectively to orders placed before or after the promotional period.

   • All products are subject to availability while stocks last.
     
     

5. General

   • The promotion is non-transferable and not redeemable for cash.

   • Jess's Underground Kitchen reserves the right to amend or withdraw this offer at any time without prior notice.

   • Standard terms of sale and shipping policies apply to all orders.