Frequently Asked Questions
We have summerized some of the most frequently asked questions. If you have any other questions, or you would like more in depth information, please visit our main website at www.manukanewzealand.eu/ or contact us.
MNZ only produces RAW MGO Manuka Honey; made, packed and processed in New Zealand.
All products remain the property of MNZ B.V. (Europe) until the entire invoice amount has been paid. Subject to errors and price changes. The general terms and conditions of MNZ B.V. (Europe) apply to all agreements. MNZ B.V. (Europe) reserves the right to cancel orders. It may happen that some products are difficult to deliver and that some orders have to be specially made to measure. You can read the general terms and conditions here.
Simple and fast
Placing your order and paying is the easiest and fastest through our online shop.
Order confirmation
You will automatically receive an order confirmation by e-mail. Important for Hotmail, Outlook & Live users; To make sure you receive our emails, add the domain name “manukanewzealand.eu” to your “Safe senders” list. click for explanation. It is possible that due to Microsoft’s Smartscreen system, our e-mail can be regarded as junk.
Name and address details
In order to properly process your order, we also need your telephone number and e-mail address in addition to your address details. Your data will not be sold or passed on to third parties!
Different delivery address
You can enter a different delivery address during your order.
Credit card
Mastercard, Visa, Maestro and Visa Electron are very welcome. Payment is made securely via an SSL-secured server from Mollie. As soon as the credit card details have been checked, your order will be shipped the same day if you order and pay before 16:00. The actual debit is only done after delivery. That way you pay afterwards.
Cost: none
Apple Pay
Cost: none
Sofort, Giropay, Przelewy24, KBC/CBC, Belfius Direct Net, EPS, iDeal, Bancontact
Cost: none
Prepayment
If you have chosen to pay the total amount in advance, your order will be sent as soon as we have received the payment.
- Prepay is safe and does not involve any additional costs.
- Foreign payments must be made via our IBAN number and chosen for the Shared cost option
- Take into account one to four working days transfer time.
- Please state the characteristics from the confirmation e-mail when making the transfer.
- Your order will be shipped as soon as we have received the total amount.
All prices quoted include VAT.
Including 9% VAT: Raw Honey
Including 21% VAT: Cosmetics
Subject to errors and changes. If the exchange rate changes, a price change can be made without prior notice or a new price list. Price changes subject to change. Printing and publishing errors are subject to change. Prices stated on this website include VAT.
All orders are being shipped as tracked parcels; either with regular parcelpost or UPS. Once your order has been processed and packed, you will automatically receive an e-mail containing the actual track & trace details in order for you to track your order from our warehouse to your front door/office.
Flatrate Eu – Regular Parcelp: Euro 5,00
Right of withdrawal
• Contact our customer service on 020 – 820 51 10 or by e-mail.
• Provide proper packaging and only return complete products
• Make sure you send your package with sufficient postage to:
Return address
MNZ B.V. (Europe)
attn: returns
Tokyostraat 23
1175 RB Lijnden
The Netherlands
Important
You can exchange or return a product within 14 days without giving reasons, starting on the day of receipt of the product. The product must then be complete and in its original packaging (if reasonably possible). Products that are damaged, used or incomplete are not eligible for exchange or refund. This 14-day reflection period applies exclusively to consumers. Any costs and the risk of returning the goods are at the expense of the customer.
Excluded from right of withdrawal
Personal and Perishable Products; all products on this website; are excluded from the right of withdrawal for hygienic reasons.
Cooling-off period
After receiving your order, you have the product on view for 14 days (cooling-off period), starting on the day of receipt of the product. Within this period you have the option to cancel or exchange the purchase.
If you want to make use of the cooling-off period, please follow the following procedure:
Notify customer service that you wish to make use of this time within 14 days of receiving your order.
Products with a warranty closure can be returned if the warranty closure has not been broken. Return the product undamaged and if possible in its original packaging. Save the shipping code as proof of shipment. The costs and risk for the return shipment are for your own account. MNZ B.V. (Europe) reimburses all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless MNZ B.V. (Europe) offers to collect the product himself, he may wait with paying back until he has received the product or until the consumer demonstrates that he has returned the product, whichever is the earlier. MNZ B.V. (Europe) uses the same payment method that the consumer used for the reimbursement, unless the consumer agrees to another method. The reimbursement is free of charge for the consumer.
Model withdrawal form
(only complete and return this form if you wish to cancel the contract)
– To: MNZ B.V. (Europe)
Tokyostraat 19 B, 1175 RB Lijnden, The Netherlands
info@manukanewzealand.eu
– I/We share/share hereby inform you that I / we our agreement regarding the sale of the following products: [productdescription]
the supply of the following digital content: [indication of digital content] the provision of the following service: [indication of service] , revoked / revoked
– Ordered on / received on [date of order for services or receipt for products]
– [Name of consumer (s)]
– [Address of consumer (s)]
– [Signature of consumer (s)] (only if this form is submitted on paper)
Delete what does not apply or fill in what applies.
Rights, Ownership, Price Change
All rights reserved. Price changes subject to change. Publishing errors subject to change. The use of our products is entirely at your own risk, if complaints persist, we recommend that you consult a (treating) doctor or therapist. The products in our store are not a substitute for medical treatment. It is always necessary to consult your doctor.
In the unlikely event that there is something wrong with a product that you have purchased from us, you can of course appeal for the implementation of the warranty. If something is wrong with your product, please contact us (by phone or email). We will then work with you to find out. Once the problem has been identified, we will send you the return instructions by email.
Service and customer satisfaction are our top priority. If you still have a complaint or a comment about your order, our website or other matters, please contact our customer service.
It is of course annoying if you have a complaint about our products and / or services. We would like to help you further and offer a desired solution. You can mail to: info@manukanewzealand.eu. Our employees of the complaints department will review the complaint and try to resolve the complaint to everyone’s satisfaction. After receiving your complaint, you will receive a confirmation from us. We will answer your complaint within 14 days of receipt, if it needs more time, we will inform you. If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk to which we are affiliated. From February 15, 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage If the complaint has not yet been handled elsewhere, you are free to to file a complaint via the European Union platform.
If this does not lead to a solution, it is possible to register your dispute for mediation via Webshop Keurmerk. From February 15, 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being dealt with elsewhere, you are free to file your complaint via the European Union platform.
Environmentally friendly websites
Our servers run 100% CO2 neutral and are therefore 100% green.
