1. Change‑of‑Mind / Fit‑of‑Purpose
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Earrings (pierced jewellery) are non‑returnable and non‑refundable for change-of-mind purchases due to hygiene reasons, unless the item is faulty.
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Other jewellery items (e.g. necklaces, bracelets, rings) may be returned within 24 hours of delivery, provided they:
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show no signs of use beyond minimal trial fitting, and
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are returned in their original packaging.
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Customers must pay all return and outbound shipping costs for change-of-mind returns.
2. Damage Reporting Within 48 Hours via Instagram
If you discover damage within 48 hours of delivery, please:
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Photograph the damage immediately, and
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Contact us via Instagram with your order number and item details.
We will offer a repair service. If repair is not possible, we will issue store credit valid for 12 months from the issue date.
3. Shipping & Costs for Faulty Item Returns
For items confirmed as faulty under the Consumer Guarantees Act 1993 (CGA):
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Customers may initially pay for return shipping, and we will either:
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provide a pre‑paid return shipping label, or
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reimburse the full postage cost once the fault is verified.
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Returns must be sent via tracked and insured courier, securely packaged.
This aligns with legal obligations to provide remedies at no net cost to the consumer Consumer ProtectionConsumer Protection.
4. Remedies Offered
| Scenario | Repair Offered? | Refund / Replacement? | Customer Pays Return Shipping? | Store Credit Validity |
|---|---|---|---|---|
| Fault confirmed under CGA | ✅ Yes | ✅ Yes (customer chooses) | ❌ No (we cover) | – |
| Damage reported within 48 hours, repairable | ✅ Yes | – | ❌ Reimbursed or prepaid | – |
| Damage reported within 48 hours, unrepairable | – | – | ❌ Reimbursed or prepaid | ✅ Yes, valid 12 months |
| Change-of-mind (non-earrings, within 24 hrs, unused) | – | ✅ Yes | ✅ Customer pays both ways | – |
| Change-of-mind — earrings | – | ❌ No | N/A | – |
5. Faulty Goods & Major Faults
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For minor faults, we may offer repair or store credit.
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For major faults—such as items that are unsafe, significantly misdescribed, or cannot be repaired within a reasonable time—the customer may choose a full refund, replacement, or repair, all at no cost, including return shipping Sprintlaw NZConsumer Protection.
6. Time Limits & Evidence Requirements
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You must report damage within 48 hours of delivery via Instagram, with photographic evidence and order details.
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Reports made after this time may be declined if damage appears to be caused by use rather than transit.
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For other quality concerns not evident immediately, notifications should still be made promptly, ideally within 7 days.
7. Resolution Process
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Customer reports damage via Instagram with photo and order info.
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We assess whether the issue qualifies under CGA.
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If eligible, we offer repair, prepaid return label, or reimbursement.
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Upon inspection, we decide: repair / refund / replacement / credit.
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Store credit, if issued, expires 12 months after issue date