Returns and Refunds Policy

Cimarra Gold & Jewellery — Returns & Refunds Policy

Last updated: 14 August 2026

We want you to be happy with your Cimarra Gold & Jewellery purchase. This policy explains our returns, exchanges and refunds process.

1. Change-of-Mind Returns

If you change your mind about a purchase, Cimarra Gold & Jewellery offers an exchange within 30 days of purchase, subject to the conditions below.

Change-of-mind exchanges are available only where:

  • The item is returned within 30 days.

  • The item is unused and unworn.

  • The item is in its original condition.

  • The item is returned in its original packaging.

  • The item has not been damaged, altered or modified.

  • Proof of purchase is provided.

A change-of-mind return does not automatically qualify for a cash refund. The remedy offered under this voluntary change-of-mind policy is an exchange.

2. Hygiene Products and Body Jewellery

For health and hygiene reasons, body jewellery, including earrings and other jewellery intended for piercing or insertion into the body, cannot be returned or exchanged due to change of mind once supplied.

This restriction does not exclude any rights you may have where the product is faulty, unsafe, defective or otherwise does not comply with applicable consumer guarantees.

3. Custom and Personalised Jewellery

Custom-made, personalised or specially commissioned jewellery is not eligible for return or exchange due to change of mind, as these pieces have been made specifically for the customer.

This does not limit any rights you may have under applicable consumer law if the item is faulty or does not meet the agreed description or requirements.

4. Sale Items

Sale and clearance items are final sale and are not eligible for change-of-mind exchanges.

This does not exclude or limit your rights under the Consumer Guarantees Act where an item is faulty, unsafe, defective or otherwise fails to meet applicable consumer guarantees.

5. Faulty or Damaged Items

If you believe your jewellery is faulty or was damaged when received, please contact us within 30 days of receiving the item.

Please provide:

  • Your order number or proof of purchase.

  • A description of the issue.

  • Clear photographs of the item and, where relevant, its packaging.

We may ask you to return the item for inspection.

Depending on the nature and seriousness of the issue, we may offer an appropriate remedy, which may include repair, replacement or refund in accordance with applicable New Zealand consumer law.

A faulty product does not necessarily need to be returned in its original packaging in order for statutory consumer rights to apply.

6. Returns Caused by Customer Damage or Misuse

We may decline a change-of-mind exchange where the item has been damaged, altered, worn, misused or improperly cared for.

This does not affect your statutory rights where the issue is a genuine failure covered by the Consumer Guarantees Act.

7. Refunds

Where a refund is approved, it will generally be made to the original payment method used for the purchase.

Processing times for refunds may vary depending on your bank or payment provider.

8. Return Shipping

For approved change-of-mind exchanges, the customer is responsible for the cost of returning the item to Cimarra Gold & Jewellery and any applicable cost of sending the replacement item.

Where a remedy is required under applicable consumer law because an item is faulty or does not meet a consumer guarantee, Cimarra Gold & Jewellery will meet applicable reasonable return or delivery costs as required by law.

9. How to Request a Return

Please contact Cimarra Gold & Jewellery before sending an item back.

We will provide instructions for the return process and advise whether the item qualifies for an exchange, repair, replacement or refund.