Refund and Returns Policy

We want you to feel confident when buying NATUA jewellery. Every piece is handmade, so small variations in colour, shape and glaze are part of its character rather than faults.

Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, or is not the item you ordered, please email natuajewel@gmail.com with your order number and clear photos. Please contact us before sending anything back so we can provide return instructions.

For purchases covered by the New Zealand Consumer Guarantees Act, you may be entitled to a repair, replacement or refund. If the item is confirmed faulty, we will also reimburse reasonable return postage. Nothing in this policy limits any rights you have under applicable consumer law.

Change-of-mind returns

We accept eligible change-of-mind returns requested within 14 days of delivery. The item must be unworn, unused and returned in its original condition and packaging, with proof of purchase.

For hygiene reasons, earrings cannot be returned for change of mind. Custom or personalised pieces, gift cards and final-sale items are also not eligible for change-of-mind returns. These exclusions do not apply when an item is faulty or your consumer rights otherwise apply.

Return shipping and refunds

For a change-of-mind return, the customer is responsible for return shipping and the original shipping charge is not refundable. We recommend using a tracked service, as returned items remain your responsibility until received.

Once an eligible return has been received and checked, the refund will be sent to the original payment method. Your bank or payment provider may take several business days to show the refund.

How to start a return

Email natuajewel@gmail.com with your order number, the reason for the return and, where relevant, photos. We will reply with the return address and next steps. Please do not send an item back without contacting us first.