Repairs

Requesting a repair

If your NZGO Pearl jewellery needs attention, please contact us before posting it to us, or bring the item to 200 Karangahape Road, Auckland Central, Auckland 1010, New Zealand. Please provide your order number, receipt or other reasonable proof of purchase where available and tell us what has happened to the piece.

Guarantee and Consumer Guarantees Act assessment

We will first assess whether the issue is covered by NZGO Pearl's 12 Months Total Satisfaction Guarantee or by your rights under the Consumer Guarantees Act 1993. If repair is the appropriate remedy for a covered issue, the repair will be handled in accordance with the guarantee and applicable New Zealand law.

Repairs outside the guarantee

Where an issue is not covered by our voluntary guarantee or applicable consumer law, NZGO Pearl may offer a paid repair where repair is practical. This may include accidental physical damage that falls outside the voluntary guarantee.

We will explain the proposed work and provide a price or quotation before carrying out chargeable repair work. No chargeable repair work will begin until you approve the proposed work and price.

Repair timeframes

Repair time depends on the nature of the damage, the work required and the availability of suitable components or materials. After inspecting the jewellery, we will provide an estimated repair timeframe. Any timeframe is an estimate unless we expressly agree otherwise.

Repairs or alterations by another business

Alterations or repairs carried out by another jeweller or business may affect what NZGO Pearl can practically repair or cover under its voluntary guarantee, particularly where the issue or damage is attributable to that alteration or repair. This does not remove any statutory consumer rights that cannot lawfully be excluded.

Jewellery that cannot reasonably be repaired

If we determine that a piece cannot reasonably be repaired, we will explain the available options. Where the problem is covered by our guarantee or New Zealand consumer law, the appropriate remedy will be determined in accordance with those rights and terms.