Returns and refund policy
Returns & Refund Policy
Effective date: August 2025
At SÁHLES, we are committed to ensuring your satisfaction with your purchase. However, we understand that sometimes things don’t go as planned. This Returns & Refund Policy outlines the conditions under which we accept returns, exchanges, and provide refunds, in accordance with New Zealand law.
By purchasing from us, you agree to the terms of this policy.
1. Consumer rights under the Consumer Guarantees Act
Under New Zealand's Consumer Guarantees Act 1993, all consumers have the right to receive goods that:
Are of acceptable quality (i.e., free from defects, fit for purpose, and safe to use).
Match the description provided.
Are fit for the purpose they are sold for.
If your jewellery item is found to be faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund, depending on the situation. This does not affect your statutory rights under New Zealand law.
2. Refunds and returns
We want you to be completely satisfied with your purchase. If you are not happy with your product, we offer refunds and returns under the following conditions:
Customised or personalised items: These items are not eligible for return or refund unless deemed defective. If you believe your customised or personalised item is defective, we will send it away for inspection. If deemed defective, you will be eligible for a return or repair. If not deemed defective, the item will be sent back to you, and you will not be eligible for a refund.
Defective items: If you receive an item that is defective or damaged, please contact us immediately after receiving your order as we will need to take it up with the postal service very promptly. You may be eligible for a:
Repair: We can repair the item at no cost to you if it is possible and practical.
Replacement: If the item is found to be faulty, we will provide a replacement.
Refund: If the item cannot be repaired or replaced, you are entitled to a full refund.
General wear and tear: SÁHLES is in no way liable for damage caused by general wear and tear, scratches, dents, marks, physical or accidental damage, damage caused to the jewellery by you or another party, loss of precious stones or diamonds, or loss or theft of an item.
To initiate a return or inspection, please email us at info@sahles.com with your order details, a description of the issue, and photographs of the damaged or faulty item. We will guide you through the return process.
3. Change of mind returns
We understand that sometimes you may change your mind about your purchase. However, we do not accept returns for change of mind on custom made, engraved, or sale items as these are made specifically to your specifications.
For non-customised items that are not faulty, we may accept returns if the item is returned to us within 7 days of delivery to you, provided:
The item is in its original condition, unworn, and undamaged.
The item is returned in its original packaging.
A restocking fee may apply for returns that are not due to fault, and return shipping costs are at the customer's expense. Refunds for change of mind will be processed as store credit or a partial refund (less any applicable fees), depending on the item and circumstances.
4. Exchanges
Exchanges may be offered in the following circumstances:
The item does not fit (excluding custom made pieces) or you would like to exchange it for a different size or style.
The item is in original, unused condition, has its packaging and it is within the 7 day exchange window.
To request an exchange, please contact us within 3 days of receiving your order, and we will assist with the exchange process. Please note, return shipping costs are at the customer's expense.
5. Order cancellation
Once an order is placed and payment has been processed, it is considered final. As our jewellery is often made to order or customised specifically to your requirements, we do not accept cancellations of orders under any circumstances. Please ensure that all details, including sizing and customisation preferences, are correct before completing your purchase. If you have any questions or concerns about your order, we encourage you to contact us immediately before finalising the transaction.
6. How to return or exchange an item
To initiate a return or exchange:
Contact us at info@sahles.com with your order number and reason for the return.
If the return is due to a faulty or damaged item, please attach photographs of the issue.
We will provide you with the return shipping instructions, and once the item is received and inspected, we will notify you of the outcome (repair, replacement, or refund).
Please note that we cannot accept items that are:
Worn or used (unless they are faulty).
Damaged due to improper care or handling.
7. Shipping costs
Faulty or damaged items: If the return is due to a product fault or damage during transit, we will cover the cost of return shipping by refunding you the shipping cost upon inspection and confirmation of the fault.
Change of mind and exchanges: Return shipping costs are the responsibility of the customer for change of mind or exchanges. The item(s) must be returned using a trackable shipping method and a courier service with signature required to ensure the return reaches us safely.
Please note that if you fail to follow the specified return shipping method and the item is lost, damaged, or otherwise compromised during transit, we will not be liable for the loss or damage and will not issue a refund or replacement.
We highly recommend keeping proof of postage and tracking information for your records when returning an item, and we will need this if we deem the product faulty or damaged in order to refund the shipping cost.
Returned items remain your responsibility until they are received by us. If items are lost or damaged in transit, it is your responsibility to lodge a claim with the courier.
8. Refund process
Refunds for faulty or damaged items will be issued to the original payment method once the return has been processed and accepted. For change of mind returns, refunds may be issued as store credit or a partial refund (less any applicable fees).
Refunds can take up to 10 business days to process, depending on the payment method and your bank.
9. Consumer guarantees
This policy does not affect your rights under the Consumer Guarantees Act 1993, which guarantees that goods must be of acceptable quality, fit for purpose, and match the description. If you believe your product has not met these guarantees, we encourage you to contact us immediately so we can resolve the matter.
10. Contact us
If you have any questions about our Returns & Refund Policy or need assistance with a return or exchange, please reach out to us:
SÁHLES
Hawke’s Bay, New Zealand
Email: info@sahles.com
Phone: 027 952 6250