Returns & Exchanges

RETURNS & EXCHANGES

Please choose your purchases carefully as we do not provide a refund if you have changed your mind on purchased goods.

As a gesture of goodwill, we have a 14 day, from date of dispatch, exchange policy where you can return your purchase for an exchange or credit against your customer account if you have changed your mind or have purchased an incorrect size.

Goods to be returned must be in their original packaging, in the same condition the goods were received (i.e.new/unworn condition) together with the original receipt or proof of purchase.

Should you wish to return an item contact us at repairs@paultaylor.co.nz to begin the process. Please note that we will not be held responsible for return courier charges/fees.

We cannot accept returns on sale items or gift cards.

If the goods purchased are faulty we will meet our obligations in accordance with your rights as a customer under the Consumer Guarantees Act and the Fair Trading Act.

Paul Taylor Jewellers will accept product returns and provide you with an exchange, customer credit, refund or repair where:

  1. The product is not of acceptable quality in accordance with the Consumer Guarantees Act

  2. The product is not fit for its intended purpose, or

  3. The product does not match the sample or our description; and

  4. You produce your original Paul Taylor Jewellers Receipt at the time you return the item

GUARANTEE

Paul Taylor Jewellers guarantee our fine jewellery has been made to the highest standards of quality and workmanship. If we deem that the loss is due to faulty materials or workmanship, we will repair or replace any purchased item without charge, including missing diamonds or precious stones, if we deem that the loss is due to faulty materials or workmanship.

We also guarantee the accurate carat weight and quality representations of your stone and the gold content of your mounting as stated in your valuation document (if applicable and provided).

Our guarantee covers the original purchaser of the item whose details are provided at the time of purchase and does not cover subsequent owners of the jewellery.

Any repair, maintenance or alteration of the item must be carried out by Paul Taylor Jewellers. General wear and tear or damage caused by misuse is not covered by this guarantee. Paul TaylorJewellers reserve the right in its sole discretion to determine the cause of the loss or damage for any claim under this guarantee.

Paul Taylor Jewellers reserves the right to judge whether the jewellery has been subject to misuse, abnormal wear, alteration, substitution, or any type of use causing deterioration. If the jewellery shows any signs of these the guarantee is entirely void.

Jewellery that has been specially sourced or custom manufactured to order may not be returned for exchange or credit.

White gold jewellery is usually rhodium plated to enhance its overall appearance & shine. This plating is not permanent and due to wear may require re-plating periodically. This is not covered by the guarantee.

LOST OR DAMAGED ITEMS

If a package does not arrive, or it arrives damaged, please contact us within 14 days from confirmation of dispatch. 

We will do everything we can to assist you if you wish to make an insurance claim. We are not liable for and will not replace or pay compensation for loss of, or damage to, items we send if:

  • the item is seized by Customs or any other government agency.
  • the item is sent to a country where no postal or courier service exists.
  • the loss or damage is the result of an event beyond our reasonable control.
  • the loss or damage occurs after delivery.
  • the item was authorized to be sent without tracking.