Refunds & Complaints
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Let us know about a problem
Red Poppy wants you to contact the restaurant promptly if there is a problem with an order or service. For perishable food, please contact us as soon as reasonably possible so we can assess the issue. This is not a fixed claims deadline and does not limit your statutory rights.
Your rights and available remedies
If food, other goods or services fail to meet guarantees under the Consumer Guarantees Act 1993, remedies may include a replacement, refund or another remedy, depending on the circumstances and your legal entitlement. Nothing in this policy excludes or restricts your rights under that Act, the Fair Trading Act 1986, or any other rights that cannot lawfully be excluded.
Wrong, missing or unsatisfactory orders
If an order is wrong, missing items, damaged, unsafe or not as described, contact the restaurant promptly with relevant order details and a description of the issue. Any available receipt or photographs may help us assess it. If you believe food is unsafe, do not consume it. We will assess the concern and provide any remedy required by New Zealand law.
Change of mind
A change of mind does not automatically entitle you to a refund under the Consumer Guarantees Act 1993. We may consider requests at our discretion where appropriate. This does not affect your entitlement to a remedy when goods or services fail to meet statutory guarantees.
Order cancellation
Please contact the restaurant immediately if you wish to cancel an order. Whether cancellation is possible may depend on whether preparation has started and any applicable third-party ordering platform rules, subject to your statutory rights. This policy does not set a cancellation fee or a fixed cancellation cut-off. This website does not currently accept online orders or payments.
Complaints and contact
Please first contact Red Poppy using the existing details on our Visit page, including our Christchurch address, and explain the problem and the outcome you are seeking. We will consider your complaint and respond appropriately. If a complaint remains unresolved, you retain all rights and remedies available under New Zealand law.