RETURNS & REFUNDS
If you wish to return your item for a refund, simply let us know within 14 days of receipt of the goods with the reason why. We are happy to offer you a refund or an exchange for credit excluding any shipping costs as these are non-refundable. Please contact us at +64276402292 or by email firstname.lastname@example.org. Remember to include your order number.
You must advise us within 5 days of receipt of products (receiving the package) regarding order shortages or damage in transit.
Refunds will not be issued to anyone who has refused delivery of the package for any reason. We do not accept returns or issue refunds based on refusal or avoidance to pay for Local Tax, Custom Fees, or VAT fees.
For the item to be approved for a refund, it must be returned in original packaging with utmost care to ensure its safe return. Refunds will not be approved if the item is returned damaged or broken in transit.
Return postage must be tracked and a signature required when sending items back. We are not responsible for items being lost or damaged in transit and cannot issue a refund under these circumstances. You are responsible for the return postage cost.
Nothing in these terms and conditions entitles the customer to refuse to take delivery or return the products as being surplus to their needs or for any other reason other than those agreed herein.
Earrings cannot be returned if you change your mind due to hygiene reasons so, please chose carefully!
Our return address is:
Unit 5/954 Ferry Road
Once your item has been returned, we will notify you and once inspected and approved for a refund, we will refund less cost of shipping and handling charges back to the credit card it was issued on. All refunds are in NZD. Please note that there may be a slight variation in the amount due to exchange rate fluctuations.
CANCELLATION OF ORDERS
You may only cancel your order before it has been sent so, please contact us immediately at +64276402292 as we endeavour to get your parcel out as quickly as possible. Once it has been picked up to be delivered, we are unable to cancel your order and would need to follow our refund policy.
Your Pounamu should last you a lifetime - and more. Pounamu is said to increase in mana as it is passed on through generations. We guarantee that any Greenstone Shop piece will survive to become an heirloom piece, spreading its mana throughout your whanau if it is well cared for, loved and respected.
Unfortunately, we don't replace any Pounamu or Greenstone carvings that have broken due to bangs, knocks or drops which are typical of many breakages or fractures to pendants. The stone may be as strong as steel, but it is stone and is brittle, and that makes it vulnerable to breaks and chips. Our carvers have over 35 years of experience and can normally tell by assessing the fracture how it may have broken.
If you have any issues with your piece, please contact us to discuss.