The Sapphire Merchant Returns Policy
In this returns policy, the expressions "we", "us" and "our" are a reference to The Sapphire Merchant Limited (TSM)
Our Returns Policy is only applicable to ready-to-purchase items. This includes listed gemstones, and ready-made jewellery readily available to purchase on our website.
Please be advised that due to the nature of our products, and line of work, our Returns Policy does not apply to:
- brokered gemstones
- custom or made to order items
- engraved items
- earrings
- resized items
To read more about our Returns Policy for eligible items, please read below:
LISTED GEMSTONES:
Listed gemstones are defined as any gemstone listed on our website available for purchase. This does not include brokered gemstones which are gemstones specifically sought for you through our free brokering service.
You may return your items to us for the following reasons:
- if the item is faulty, in accordance with your rights under the New Zealand Consumer Law. Depending on the fault we may either exchange the item, or provide a refund.
- for a change of mind, you can either exchange the item for another one from our website or be issued a store credit (no expiry date)
To be eligible for a return, you must contact us within 7 days of delivery and arrange an immediate return in “As New Condition”. The item must be accompanied by:
- proof of purchase (i.e printed copy of your online tax invoice/order fulfilment email)
- original packaging
- all paperwork (such as certification documents).
'As New Condition' means that the item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of 'As New Condition' is at the sole discretion of The Sapphire Merchant.
READY MADE JEWELLERY:
Ready-made jewellery is defined as any jewellery item listed on our website available for purchase. This does not include jewellery items that are custom made or custom designed by you in collaboration with us.
You may return your items to us for the following reasons:
- if the item is faulty, in accordance with your rights under the New Zealand Consumer Law. Depending on the fault we may either exchange the item, or provide a refund
- for change of mind, you can either exchange the item for another one from our website, or be issued a store credit (no expiry date)
To be eligible for a return, you must contact us within 7 days of delivery, and arrange an immediate return in “As New Condition”. The item must be accompanied by:
- proof of purchase (i.e printed copy of your online tax invoice/order fulfilment email)
- original packaging
- all paperwork (such as certification documents).
'As New Condition' means that the item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of 'As New Condition' is at the sole discretion of The Sapphire Merchant.
HOW TO RETURN ITEMS:
Items may only be returned via signature-required NZ Courier Post or FedEx Courier. Please contact our team at admin@thesapphiremerchant.co.nz to initiate a return. You will need to provide your order number, contact details, and reason for return.
Please note that:
- all shipping return charges must be pre-paid by you.
- items must be returned with all paperwork (such as certification documents)
- you are responsible for any loss or damage to the item until it is delivered to us, and we highly recommend that returned items are insured during delivery to safeguard against loss.
- you must include a copy of your shipping confirmation email or order confirmation email in the package and ship the return package to our disclosed business address.
- we will not refund or reimburse any costs incurred by you to return the items to us, including any shipping or insurance charges, and customs duties/tax, and credit card fees.
- if you received free shipping for your purchase, this cost will be either charged/deducted from your final refund amount.
- Natural gemstone inclusions do not constitute a faulty/defective product
- Items lost in transit during a return to TSM will not be refunded, and the customer will be required to seek damages from the shipping agent.
HOW WE ASSESS AND PROCESS RETURNS:
All returns are subject to quality inspection before the return or exchange is accepted. Any item with obvious signs of wear, alteration (including resizing) and damage will not qualify for return or exchange.
Any refund, repair or replacement (if and as applicable) will be made to you within a reasonable amount of time.
Refunds will only be made to the debit/credit card or finance account used for the original purchase, so please be aware of this if you intend to return an item given to you as a gift.
Our Returns Policy in no way limits your legal entitlement and existing rights under the New Zealand Consumer Guarantees Act.
Should you wish to contact us with any queries in relation to our Change of Mind policy, please contact admin@thesapphiremerchant.co.nz