RETURN & REFUND POLICY

Returns Policy

1.Returns on stock jewellery i.e. directly purchased from the KAIA CUSTOMS ONLINE

If you are not satisfied with the items you have ordered, please email us and let us know the reasons for your dissatisfaction.

If you return your order to us within ten days of receipt, unused, with the goods undamaged and in their original packaging, we will be happy to offer a full refund or exchange the goods for other items.

Please Note: We will only accept goods returned with prior notification within ten days of receipt through correspondence with our sales team.

2. Returns on custom made jewellery i.e. jewellery made to individual order:

If you are not satisfied with the items you have ordered, please email us and let us know the reasons for your dissatisfaction.

Due to the individual needs of each client, and personalisation that goes into the creation of a custom made piece, we cannot guarantee a full refund on a custom made product. However, we will work with you to try and arrive at an amicable solution in accordance with our terms and conditions and New Zealand Law.

Receiving a refund

Once your order has been returned to us within the above stated time frame, and if agreed to by KAIA CUSTOMS, we will begin to process your refund request. Each item will undergo a quality control check and once verified, your refund will be processed in the original payment format as your purchase was made within 30 days of the date of cancellation notice.  All undamaged, correctly returned products will be credited to the original purchaser’s bank account, including GST where applicable. Please note that your bank institution may require additional days to process and post the transaction to your account once they have received the information from KAIA CUSTOMS.

Further, only items which KAIA CUSTOMS can confirm as new and unused will be eligible for a refund or exchange, so that they have reached our returns department within the time frame outlined above, unless otherwise arranged with and agreed to by KAIA CUSTOMS.  If we receive your returned goods in a condition which we consider is not fit for exchange or refund we shall get in touch with you. KAIA CUSTOMS reserves the right to refuse a refund for any item sent back in a condition where the item has been used or damaged.

 

KAIA CUSTOMS liability for any loss or damage of any kind arising from the supply of goods or services is limited to the price paid for the goods or services.  You shall indemnify KAIA CUSTOMS against all claims and losses of any kind whatsoever that has any correlation to the supply of or provision of any goods or services.

New Zealand law

All goods or services supplied or sold by KAIA CUSTOMS, are subject to the laws of New Zealand.  The laws of any other country shall not apply between you and KAIA CUSTOMS.

 

Please take in to consideration before purchasing our current normal production Time is 6 weeks or less

• All returned goods must be sent to KAIA CUSTOMS Goldsmiths premises.

• The original invoice/receipt must accompany the returned item.

• We can only accept items returned if they are within the original packaging.

• Courier/airmail and/or credit card charges will not be refunded.

• We strongly advise all customers to check goods thoroughly upon delivery.