RETURNS POLICY
Returns Policy
Thank you for shopping at Grace Ave Jewellery NZ. We appreciate your purchase and trust that you will have a rewarding experience while you explore the range of products available at Grace Ave Jewellery NZ.
Whilst we believe you will be thrilled with any product you buy from us, we understand that sometimes an item may not be what you expected. In that unlikely event, we invite you to review the following terms relating to returning an item for exchange or refund.
Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 and does not intend to limit your rights under that or any other appropriate legislation. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
CHANGE OF MIND RETURNS POLICY
We want you to be confident with any purchase you make with Grace Ave Jewellery NZ; that purchase is made online, so we offer a no-questions-asked, 30-DAY EXCHANGE POLICY. If you wish to return an item you have purchased from us because you have changed your mind about your purchase, Grace Ave Jewellery NZ will offer to exchange the items for any other items or provide a Gift Voucher based on the value paid at the time of purchase provided that:
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You return the item within 30 days of purchase
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You produce adequate proof of purchase (see below)
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The item is in re-saleable condition:
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It is in its original packaging
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It is unopened, unused and in its original condition
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The product is not one of which a ‘change of mind’ return is available (see below).
Please choose carefully, as we do not refund any item unless it is faulty if you change your mind about an item. All delivery or associated fees related to the sale cannot be refunded; any difference in the price of the replacement item and any costs in returning an item is the purchase's responsibility for all change-of-mind returns. Please see below “how to return an item”.
Certain categories of product are excluded from this policy, and they are;
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Jewellery (earrings)
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Clearance items
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Items special ordered from a supplier when an order is placed for "out of stock" items are final and cannot be cancelled or returned
Items in one of the above categories can only be returned for exchange or refund if deemed faulty.
Faulty Products Returns Policy
If you purchase any item that is faulty, we will replace it or refund the full purchase price. A product can be considered faulty if it doesn't do what it is meant to or is defective, differs from the description, either on the packaging, in advertising or on our website, or if it doesn't match the sample or model you were shown.
If you find a fault with any item purchased from us, simply return it to us with proof of purchase and let us know what the fault is, and you'll be provided with a replacement or refund.
If you contact us via email, please let us know as much information about the item fault as you can. A photo is often very useful, and proof of purchase information such as the Order# or Transaction# to aid with speedy processing.
Damaged Products Returns Policy
If an item arrives to you damaged, please do not throw away the parcel or cover in which the product arrived to you in, as our Courier may need to inspect it.
Please contact us with as much information about the damaged item as possible, the best way to notify us is via emailing us your Order/Transaction details along with a photo of both the damaged item and the packaging the item arrived to you in and then we can work out a solution for you. Please see below for contact details.
Wrong Product Delivered
If you have ordered something and received the wrong product, we apologise and ask that you please contact our Team (contact details below) as soon as possible to arrange for the correct item to be delivered and for the item you received in error to be returned.
When you contact us, please let us know the following details;
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Your online order confirmation number or the Invoice number on the paperwork you received with the delivery
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The product code and product name of the item you ordered but was not shipped
(This does not refer to back ordered items which are still due to be sent later, as listed at the bottom of the invoice sent with your order, but rather items listed as delivered on your invoice but are missing from your delivery)
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The product name of the item which was sent in its place
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A contact phone number you can be reached on
A member of our Team will arrange the re-delivery/return of the items at no cost to you.
If, as a result of receiving the wrong item, you wish to cancel the original order, please let us know, and we will arrange for the item you received to be returned and a full refund for the purchase price (including shipping) to be given to you.
If you find that the wrong product has been delivered to you because the incorrect item was ordered online, we are happy to exchange it for the item you had intended to order, but the cost to return the item ordered incorrectly, any difference in the price of the replacement item and the cost to ship the replacement item will be the purchases’ responsibility. Please refer to our “Change of Mind Returns Policy” for more information about this process.
How to Return an Item
If you would like to return a product for exchange that you ordered online please contact our Team to arrange the return.
If you purchased an item online and it is faulty or damaged and you wish to return it for a refund, it must be returned to our Team; please see the details to arrange this.
Adequate Proof of Purchase
Proof of purchase is required to get an exchange or a refund.
Your original receipt sent when your online order was delivered is the best proof of purchase.
Other adequate proof of purchase that is acceptable is:
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The online printout of your confirmation email is attached.
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A credit card or a Bank statement can be used to find the sales information.
Refund Method
When a refund is granted, we will refund the original purchase price against your original payment method as indicated on the receipt, e.g. to the credit card you used to make the purchase. Refunds are not offered on change-of-mind returns; they are only exchanges or gift vouchers.
Adequate Proof of Purchase
Proof of purchase is required to get an exchange or a refund.
Your original receipt sent when your online order was delivered is the best proof of purchase.
Other adequate proof of purchase that is acceptable is:
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The online printout of your confirmation email is attached.
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A credit card or a Bank statement can be used to find the sales information.