Refund policy

We want you to feel confident choosing your jewellery. The Gilt Complex offers 30-day change-of-mind returns on eligible online purchases, in addition to your statutory consumer rights.

30-day change-of-mind returns

Email info@thegiltcomplex.co.nz within 30 calendar days of delivery to request a return. This policy applies to orders delivered in New Zealand, Australia and any other destination we accept at checkout.

To qualify for a change-of-mind return, please ensure:

  • Your jewellery is new, unworn, unused and undamaged.
  • All original packaging, pouches or boxes, tags and supplied accessories are included.
  • The piece has no scratches, marks, alterations or other signs of wear.
  • You provide your order number or other proof of purchase.

For hygiene reasons, pierced jewellery that has been worn or tried on is not eligible for a change-of-mind return. Sale items are eligible on the same conditions.

How to return an item

  1. Email us with your order number, the item you wish to return and the reason for returning it.
  2. We will confirm the return instructions and the correct return address by email. Please contact us before posting; do not send items to an address shown on a parcel without checking with us.
  3. Send the item by post or courier within 14 calendar days of receiving our return instructions. Pack it securely to protect the jewellery and its original packaging. We recommend tracked delivery and retaining your postage receipt.

Your initial request must be made within the 30-day window. Any delay by us in providing return instructions will not affect a request made on time.

Return postage and fees

For change-of-mind returns, you arrange and pay for return postage or courier delivery, including any optional insurance. We do not provide a prepaid label for change-of-mind returns. There is no restocking or administration fee.

We refund the price actually paid for the eligible returned item. Any original delivery charge is not refundable for change-of-mind returns. If your original shipping was complimentary, we will not deduct a shipping charge from your refund.

Refunds and exchanges

We will inspect your return and email you the outcome. For eligible returns, we will issue the refund to the original payment method within 10 business days of receiving the item. Your bank or payment provider may take additional time to display the credit. If you have not received confirmation within 10 business days, please email us.

Refunds for gifts go to the original payment method. To choose another piece, return the original item under this policy and place a new order; availability may change.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty, is incorrect or does not match its description, email us with your order number and a description of the issue. Photographs can help us assess the problem, where practical. We will arrange an appropriate remedy and cover reasonable return delivery costs for a confirmed fault, transit damage or our fulfilment error. Please contact us before arranging return delivery so we can help with the method.

Our 30-day deadline, unworn and unused conditions, original-packaging requirement and hygiene restriction apply only to voluntary change-of-mind returns. They do not limit claims for faulty, damaged, misdescribed or otherwise non-compliant goods.

Your consumer rights

Nothing in this policy excludes, restricts or modifies your rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable mandatory consumer law, including the Australian Consumer Law where it applies. Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy. These rights can continue beyond 30 days and do not require original packaging.

Questions about a return? Contact info@thegiltcomplex.co.nz.