If you change your mind, please contact us within five working days of receiving your order. Eligible change-of-mind returns receive online store credit only, rather than a refund. Requests outside this period are not accepted unless otherwise agreed. This does not affect your statutory cancellation or refund rights, including where an item is faulty or not as described. See section 11 of our Terms & Conditions for full details.Attn: Returns,
Mountain Jade,
43 Depot Street,
Rotorua,
New ZealandFor change-of-mind returns, you pay return postage and are responsible for securely packaging the item and arranging its safe return. We recommend using a tracked service with suitable cover and keeping proof of posting. If you arrange the carrier and the return is lost, please raise a claim with that carrier.
For faulty, incorrectly supplied or otherwise non-compliant items, please contact us before returning them. Mountain Jade will meet reasonable return costs where required by law.Your rights under the Consumer Guarantees Act are not affected. If an item is faulty or not as described, the appropriate remedies under the Act, including a refund where required, will apply. Refunds will normally be made to the original payment method. For example, payments made through Afterpay will normally be refunded through Afterpay. If refunding to the original payment method is not practicable, we will arrange an appropriate alternative with you.EARRINGSUnfortunately, for hygiene reasons, we cannot accept returns of earrings if you change your mind, so please chose carefully. For our in store returns policy, please contact the store where you made the purchase and they will be able to assist you.OVERSEAS RETURNSOverseas returns may incur customs clearance or import charges when re-entering New Zealand, particularly where the value exceeds NZ$1,000. Charges may also apply to lower-value returns. For change-of-mind returns, you are responsible for actual, non-recoverable charges where legally permitted. We will explain any deduction from your store credit. Please contact us for return instructions before posting. This does not affect your statutory rights.REFUSING DELIVERY OR NOT PAYING CUSTOMS CHARGESRefusing delivery, failing to collect your parcel or not paying applicable import charges does not automatically cancel your order or entitle you to a refund.
Where this results in costs being charged to Mountain Jade, you may be responsible for reasonable, actual, non-recoverable return shipping and customs clearance costs where legally permitted. We will explain any deductions from an available credit or refund and will not charge the same cost twice.
Change-of-mind store credit will be assessed once the returned item has been received and inspected. This does not affect statutory cancellation or refund rights.EU ONLY ORDER HELPThis is available for customers in the European Union who wish to request a cancellation or withdrawal of their order within the applicable cooling-off period.
