Returns & Exchanges

This policy distinguishes between voluntary change-of-mind returns and the rights customers may have when goods are faulty, damaged or otherwise fail to meet New Zealand consumer guarantees.

Faulty, damaged or incorrectly described jewellery

If your jewellery is faulty, damaged, does not match its description, or otherwise fails to meet an applicable guarantee under the Consumer Guarantees Act 1993, please contact NZGO Pearl. Depending on the circumstances and the requirements of New Zealand law, the appropriate remedy may include repair, replacement, refund or another remedy.

Where a valid fault claim requires an item to be returned, NZGO Pearl will meet reasonable return costs where required by law.

Change-of-mind returns

For purchases where there is no fault with the item, NZGO Pearl accepts change-of-mind return requests within 14 days from delivery for online purchases, or within 14 days from purchase for in-store purchases.

For a voluntary change-of-mind return, the jewellery must be unworn, unused and in its original condition. Original packaging should also be returned where reasonably possible. Please provide your receipt, order number or other reasonable proof of purchase.

Pierced earrings

For hygiene reasons, pierced earrings that have been worn or tried on cannot be returned solely because of a change of mind. This restriction does not affect your rights if the earrings are faulty, damaged, incorrectly described or otherwise fail to meet an applicable consumer guarantee.

Commissioned and personalised jewellery

Commissioned, customised or personalised jewellery cannot be returned solely because of a change of mind once work has begun or the piece has been completed, unless NZGO Pearl agrees otherwise. This does not affect your rights if the jewellery is faulty or does not match what was agreed.

Return shipping for change-of-mind returns

Customers are responsible for the cost of returning jewellery for a voluntary change-of-mind return. Original delivery charges are not normally refunded for a change-of-mind return unless NZGO Pearl agrees otherwise or applicable law requires a refund.

Refunds

Approved refunds will be returned to the original payment method where reasonably possible. Where a customer is legally entitled to a monetary refund, NZGO Pearl will not require the customer to accept store credit instead.

Exchanges

Exchanges for eligible change-of-mind items are subject to stock availability. If the requested replacement is unavailable, we may offer another available option or process the applicable refund.

Starting a return

Please contact NZGO Pearl before sending an item back, or visit us at 200 Karangahape Road, Auckland Central, Auckland 1010, New Zealand. Please provide your order number, receipt or other reasonable proof of purchase and briefly explain the reason for your return.

New Zealand consumer rights

Nothing in this policy limits or excludes any rights or remedies available under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.