Refund policy

Returns & Exchanges

We want you to love your jewellery. If something isn’t quite right, please contact us at sales@worthdouglas.co.nz and we’ll be happy to help.

This policy applies to purchases made through this website by customers in New Zealand and Australia. All orders are sold by Worth & Douglas Limited, New Zealand.

 

Change-of-mind returns

We offer refunds or exchanges on eligible items. Please contact us within 14 days of receiving your order to request a return.

Items must be unworn, in their original condition, free from damage or signs of wear, and returned with their original packaging.

 

Earrings are excluded from change-of-mind returns and exchanges for hygiene reasons. This does not affect your rights if an item is faulty or incorrectly supplied.

Ring-size exchanges

If your ring doesn’t fit, we’re happy to exchange it for the same design in a different size, subject to availability.

Please contact us within 14 days of delivery with your order number and the size you need. Your ring must meet the change-of-mind return conditions above. If the size you need is unavailable, we can arrange a refund instead.

 

How to return an item

Email sales@worthdouglas.co.nz with your order number and let us know whether you would like a refund or exchange.

If your return is accepted, we’ll provide a prepaid return shipping label and instructions on how and where to send your securely packaged item. We cover return postage from both New Zealand and Australia.

Change-of-mind returns must be arranged with us before you send your item back.

 

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or different from what you ordered. Include your order number and, where possible, photos showing the issue.

We’ll assess the problem and arrange a repair, replacement or refund as required by applicable consumer law.

 

Refunds

We’ll notify you once we’ve received and inspected your return. We aim to process approved refunds within five working days of receiving your item, using your original payment method.

Your bank or card provider may take additional time to show the refund in your account.

 

Your consumer rights

Our change-of-mind conditions do not limit your rights under the New Zealand Consumer Guarantees Act or Australian Consumer Law. The 14-day timeframe does not apply to claims under these laws.