12 Months Total Satisfaction Guarantee

NZGO Pearl stands behind its jewellery with our 12 Months Total Satisfaction Guarantee. This voluntary guarantee applies for 12 months from the date of purchase. It is additional to your rights under the Consumer Guarantees Act 1993 and does not replace, restrict or limit those rights. Your statutory rights may continue beyond the 12-month guarantee period.

What the guarantee covers

During the 12-month guarantee period, NZGO Pearl will assess product issues and provide an appropriate remedy for covered issues. Covered issues include manufacturing or workmanship faults, faulty clasps, settings or components, and breakage where the breakage is attributable to a product fault.

Normal plating or finish wear and care-related issues are not automatically excluded from the 12 Months Total Satisfaction Guarantee. This includes issues involving exposure to chemicals, perfume, cosmetics, water or heat, and issues associated with storage or ordinary jewellery care. If one of these issues arises during the 12-month period, it remains eligible for assessment and an appropriate remedy.

Where a guarantee claim is accepted, NZGO Pearl will provide an appropriate remedy, which may include repair or replacement. Where New Zealand consumer law requires a different remedy, those statutory rights continue to apply.

What the voluntary guarantee does not cover

The voluntary guarantee does not operate as loss or theft insurance and does not cover loss or theft, deliberate damage, or accidental physical damage caused by an external event such as dropping, crushing, snagging or pulling the jewellery.

Damage attributable to an unauthorised third-party alteration or repair is also outside the voluntary guarantee. This does not mean that unrelated parts of the jewellery automatically lose guarantee coverage.

The accidental-damage exclusion does not apply merely because an issue involves plating or finish wear or a care-related issue described above; those issues remain eligible for assessment under the 12 Months Total Satisfaction Guarantee.

Real pearls and other natural materials

NZGO Pearl uses real pearls only, not imitation or fake pearls. Real pearls, shell and natural gemstones can vary in shape, surface, colour and lustre. These natural characteristics and variations are not defects merely because one natural piece differs from another, unless the item fails to match its description or an applicable consumer guarantee.

Accidental damage repairs

Accidental physical damage is outside the voluntary guarantee, but NZGO Pearl may be able to offer a paid repair where repair is practical. We will provide a quote or explain the proposed charge before carrying out chargeable work.

Making a guarantee claim

Please contact NZGO Pearl or bring the jewellery 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 describe the problem.

If an accepted guarantee or consumer-law claim requires the jewellery to be returned, NZGO Pearl will meet reasonable return costs where required by the guarantee or applicable law.

After the 12-month guarantee period

Expiry of NZGO Pearl's voluntary 12 Months Total Satisfaction Guarantee does not automatically end any rights you may continue to have under the Consumer Guarantees Act 1993. We may also be able to offer a separate repair service where an issue is not covered by the guarantee or consumer law.