Refund policy
Tonika NZ Limited - FishBru Shipping & Returns Policy
FishBru is a brand of Tonika NZ Limited and currently sells directly to customers throughout New Zealand.
1. Shipping within New Zealand
· We currently ship FishBru products within New Zealand.
· Available delivery options and applicable shipping charges will be displayed during checkout.
· Shipping charges may vary depending on the products ordered, order size, delivery location and delivery method selected.
2. Processing your order
· We aim to process and dispatch orders as promptly as reasonably practicable.
· Orders will generally be processed after payment has been received.
· If you pay by direct bank transfer, your order may not be dispatched until the payment has been received and cleared.
· If there is a significant delay in processing your order, we will contact you using the details provided with your order.
3. Delivery timeframes
· Estimated delivery timeframes will be provided during checkout or in our order communications where available.
· Delivery times are estimates only and are not guaranteed.
· Delivery may take longer due to circumstances outside our reasonable control, including:
o Severe weather
o Flooding
o Natural disasters
o Road closures
o Courier or freight delays
o Transport disruptions
o High demand periods
o Other unforeseen circumstances
· If your order has not arrived within a reasonable timeframe, please contact us at grow@fishbru.co.nz
4. Incorrect delivery information
· Please check your delivery address carefully before completing your order.
· If you provide an incorrect or incomplete address and the order cannot be delivered, please contact us as soon as possible.
· Where an order has already been dispatched, additional delivery or redirection costs may apply where those costs are caused by incorrect information supplied by you.
· Nothing in this section limits your rights under New Zealand consumer law.
5. Damaged packages
· If your order arrives with visible damage, please take photographs of the packaging and product where possible.
· Contact us at grow@fishbru.co.nz as soon as reasonably practicable and provide:
o Your name
o Order number
o Description of the damage
o Photographs of the packaging and product, where available.
· We will investigate the issue and work with you to determine the appropriate remedy.
6. Incorrect or missing products
· If you receive an incorrect product or an item is missing from your order, please contact us at grow@fishbru.co.nz Please provide your order number and details of the issue.
· We will investigate and, where appropriate, arrange for the correct product to be supplied, or provide another appropriate remedy.
7. Faulty products
· If you believe a FishBru product is faulty or does not meet the guarantees required by New Zealand consumer law, please contact us. We may ask for reasonable information to help us understand and investigate the issue.
· Depending on the circumstances, we may provide a replacement, refund or other remedy required by law.
· Your rights under the Consumer Guarantees Act 1993 are not affected by this policy. The CGA provides minimum guarantees for goods sold by businesses in New Zealand and may provide rights to a repair, replacement or refund when those guarantees are not met.
8. Change-of-mind returns
· FishBru does not currently offer a general change-of-mind return policy.
· If you simply change your mind about a purchase, you are generally not automatically entitled to a refund or exchange under New Zealand law.
· However, this does not affect your rights where a product is faulty, damaged, incorrectly supplied, not as described, not fit for its intended purpose, or otherwise fails to meet a guarantee under applicable consumer law.
9. Returns process
· If we agree that a product should be returned, we will provide you with instructions for returning it.
· Please do not send products back without first contacting us unless we have specifically instructed you to do so.
· Where a return is required because of a problem covered by the Consumer Guarantees Act, we will work with you regarding reasonable return arrangements.
10. Refunds
· Where a refund is required, we will generally refund the amount paid using the original payment method where reasonably practicable.
· The time taken for the refund to appear in your account may depend on your bank or payment provider.
11. Products that have been opened or used
· If you have a problem with a product, please contact us even if the product has been opened or partially used.
· Depending on the circumstances, we may need to assess whether the issue is a product fault, damage, incorrect supply, misuse or another matter.
· Nothing in this section limits your rights under the Consumer Guarantees Act.
12. Product safety
· Please read and follow the FishBru product label and applicable Safety Data Sheet before use.
· FishBru products should be used according to the directions provided.
· In particular, follow the specified instructions concerning:
o Application timing
o Dilution rates
o Use of non-chlorinated water
o Application methods
o Storage
o Keeping product away from children
o The statement that the product is not for human consumption
· The Safety Data Sheet should be referred to for relevant safety, handling, storage, hazard and emergency information.
13. Contact us
If you have a question about shipping, delivery, damaged products, returns or refunds, please contact us:
Tonika NZ Limited
FishBru
Whangārei, New Zealand
Email: grow@fishbru.co.nz
We will do our best to resolve genuine customer issues promptly and fairly.
Last updated: 24 August 2026