Refund policy

At Puro Craft, we want you to love your jewellery. If you're not completely satisfied with your purchase, we're here to help.

Please read the policy below before requesting a return or exchange.

Return Eligibility

We accept returns on eligible items within 14 days of delivery.

To be eligible for a return, items must be:

  • Unworn and unused.

  • In their original condition.

  • Returned with all original packaging.

  • Accompanied by proof of purchase.

Items that do not meet these conditions may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are faulty or required by applicable consumer law:

  • Earrings

  • Personalised or custom-made jewellery

Faulty or Damaged Items

If your item arrives damaged or you believe it has a manufacturing fault, please contact us within 7 days of receiving your order.

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the item

We will assess your claim and work with you to provide an appropriate solution.

Exchanges

If you would like a different item, we recommend placing a new order after your original item has been returned and approved.

This helps ensure the item you want remains available.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item is faulty.

  • We sent the wrong item.

  • The return is required under applicable consumer law.

We recommend using a tracked shipping service, as Puro Craft cannot be responsible for returns lost during transit.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method. Please allow several business days for your financial institution to complete the transaction.

Original shipping charges are non-refundable unless required by applicable consumer law.

Need Assistance?

If you have any questions about returns or exchanges, we're happy to help.

Please contact us via our Contact page or email:

hello@purocraft.co.nz

Thank you for choosing Puro Craft.