Refund policy

We offer 14-day returns and exchanges from the day your order is delivered.

To be eligible for a return, your item must be unworn, unused and in its original packaging. You'll also need your order number and email address you used to make the purchase.

You can start your return here

If your return is approved, we'll provide the return address along with instructions for sending your item back to us. Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.

Items returned without filling in the returns form or without written consent from Nova James will not be accepted.


You can contact us for any return questions at info@novajames.co.nz. 

 

Damages and issues

Please inspect your order as soon as it arrives. If your item is faulty, damaged or you've received the wrong item, fill in the returns and exchanges form here as soon as possible so we can assess the issue and make it right.

If your claim is approved, Nova James will cover all shipping costs associated with replacing the item.

 

Exceptions / non-returnable items

For hygiene reasons, earrings cannot be returned.

We are also unable to accept returns on:

  • Final sale items
  • Gift cards

 

Exchanges

If you wish to exchange your item for another in stock item we will do our best to accommodate this. If the new item is of a higher value, we'll send you an invoice for the difference before dispatch. If your item is of lesser value we will refund the difference onto your original payment method before sending your exchanged item.

 

150 Day Quality Guarantee

Every Nova James piece is crafted from premium stainless steel with durable Gold PVD plating and designed for everyday wear.

If your jewellery develops a quality fault within 150 days of purchase, we'll happily replace or refund your item.

Our Quality Guarantee covers manufacturing faults, including:

  • Faulty clasps or closures
  • Loose or missing stones
  • Manufacturing defects
  • Other faults that occur under normal wear

The Quality Guarantee does not cover:

  • Accidental damage
  • Misuse
  • Normal wear and tear
  • Exposure to harsh chemicals
  • Damage caused by improper care or storage

If you believe your jewellery qualifies, simply contact us with your order number and a clear photo of the item. We'll assess your claim and guide you through the next steps.

 

Loyalty Points

If an order is refunded or exchanged, any loyalty points earned or redeemed on that purchase will be adjusted accordingly.

 

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 3 business days.

Please note that your bank or payment provider may take additional time to process the refund.

If more than 10 business days have passed since your refund was approved, please contact us at info@novajames.co.nz

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993.