Refund policy
The Sapphire Merchant Returns and Refund 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, or damaged on arrival, 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.
• The wrong items was shipped.
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 fulfillment 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.
Upon return delivery of the gemstone, TSM will have 10 working days to assess the condition of the gemstone before a store credit is issued.
TSM will provide return address upon contact.
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, or damaged on arrival, 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
• The wrong items was shipped.
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.
Upon return delivery of the jewellery, TSM will have 10 working days to assess the condition of the gemstone before a store credit is issued.
TSM will provide return address upon contact.
Additional Disclaimers
Colour & Photography Disclaimer
We make every effort to capture the most accurate representation of each gemstone or jewellery piece. However, due to differences in lighting, photography techniques, and screen settings, colours may appear slightly different in person than on your device. These variations are natural and are not considered grounds for return or refund.
Clarity Grades Disclaimer
Gemstone clarity grades are a subjective indication of the internal and external characteristics of the gemstone, and are based on the professional judgment of gemologists. While we strive to provide accurate and transparent information, there may be slight variations or differences in interpretation between grading systems or individual assessments. These differences are not grounds for return or refund.
Certification Disclaimer
Any third-party reports or certificates provided with a gemstone or jewellery item represent the opinion of the issuing laboratory at the time of assessment. While we only use reputable gemological laboratories, The Sapphire Merchant is not responsible for differences of opinion between gemologists or laboratories.
Treatment & Stability Disclaimer
Certain gemstones on the market may have been subjected to treatments such as irradiation to enhance or alter their colour. These treatments are not always detectable and may not be disclosed by upstream suppliers. Over time, irradiated gemstones may naturally fade or change colour. The Sapphire Merchant cannot guarantee the permanence of any colour resulting from such treatments and will not accept returns, refunds, or claims relating to natural colour changes or fading over time.
Brokered Gemstones Disclaimer
Brokered gemstones are specifically sourced for you on request and are supplied on a final-sale basis. They are not eligible for return, refund, exchange, or store credit under any circumstances. Customers engaging our brokering service acknowledge that brokered gemstones may display natural characteristics, inclusions, treatments, minor defects, or colour variations. These characteristics are not considered faults and will not be grounds for a return or refund.
Mounting Disclaimer
The Sapphire Merchant cannot accept any responsibility for damage, breakage, or alteration to gemstones or jewellery once they have been set, mounted, or altered by any third party outside of our approved craftsmen. Customers who choose to have gemstones mounted or altered by another jeweller do so at their own risk, and any resulting damage or loss will not be grounds for refund, exchange, or claim.
Even when mounted by our approved craftsmen, gemstones may carry inherent risks of stress fractures or breakage during setting due to their natural characteristics. While every precaution is taken, The Sapphire Merchant cannot guarantee against such risks.
HOW TO RETURN YOUR ITEMS
Items may only be returned via signature-required 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 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, the shipping cost incurred by TSM will be charged/deducted from your final refund amount.
• 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 Returns and Refund policy, please contact admin@thesapphiremerchant.co.nz