Returns, Refunds and Exchanges

Online Purchases

Please get in touch with us at orders@silvermoon.co.nz  before returning anything by post.

Items that were purchased online are able to be returned/exchanged directly to a Silvermoon store, or couriered back.

Shipping costs back to Silvermoon are the responsibility of the customer. Silvermoon does not take any responsibility for items lost in the process of being returned to us. We recommend using a courier service with a Track and Trace facility.

Please note we are currently unable to accept returns, refunds or exchanges for International Orders outside of New Zealand or Australia.

Silvermoon have a 28day returns policy for "Change of Mind" purchases. We need to have received the items back before the end of the 28 days or your return may not be accepted.

If you receive an item with a defect or is faulty in any way please contact us ASAP and we can arrange an urgent replacement. 

Items discounted at 25% and over are not eligible for return, refund or exchange. 

All Returns & Exchanges are subject to the goods being inspected by a Silvermoon team member. Returns must be in perfect original condition. You may have your return/exchange declined if the item being returned appears worn in anyway or missing essential packaging items such as spare watch links, instructional booklets or boxes allocated to specific items.

Items returned directly to store can not be refunded on-site. The store team will advise the web team of the return and your refund will be processed in 1-3 working days. Refunds will be issued back via your original method of payment. You will get an email notification to confirm that the refund has been processed. 

 

In Store Purchases

Returns & Exchanges for items purchased in store must be returned instore unless

Silvermoon have a 28 day returns policy for "Change of Mind" purchases.

Items discounted at 25% and over are NOT eligible for return, exchange or refund. 

All Returns & Exchanges are subject to the goods being inspected by a Silvermoon team member. Returns must be in perfect original condition. You may have your return/exchange declined if the item being returned appears worn in anyway or missing essential packaging items such as spare watch links, instructional booklets or boxes allocated to specific items.

Silvermoon stores do not offer Cash/Card refunds. They can refund you in the form of a Gift Card or Credit Note.

 

Returns from Outside of New Zealand / Australia

We are currently unable to accept returns, refunds or exchanges for International Orders outside of New Zealand or Australia.

Sale Items

Sale items (items sold at a discount of 25% or above) purchased In Store or Online cannot be returned or exchanged due to change of mind. We will, of course, meet our obligations as per the Consumer Guarantees Act on these goods, and meet all Warranty obligations. 

Warranty

All our products come with a warranty from between 6-24months (Brand dependent). A warranty claim can be lodged on an item with a manufacturers fault. Warranty does not cover general wear & tear or damaged caused by the customer. Please ensure you follow all care procedures for your items. How your warranty claim is processed is at the discretion of the brand of your item. You may get a repair, replacement or refund at the discretion of the Brands service department. All our practices align with our obligations under the consumer guarantees act. IIf you would prefer a specific outcome, please advise us and we will do our best to negotiate on your behalf.  For items purchased online please contact customersupport@silvermoon.co.nz. For items purchased instore please contact the store directly. 

Repairs

We are not a manufacturing jeweller, so we are unable repair items on site. We can suggest jewellers in your area if you require a repair or modification on an item that is not covered by warranty. In selected cases we may be able to return an item to the brand supplier for repair at your cost. Please talk to our staff instore or contact us at customersupport@silvermoon.co.nz if you have an item purchased from Silvermoon that needs a repair.

Afterpay

Any purchase made on Afterpay will be refunded via Afterpay. You will not be given a Cash/Card refund under any circumstances.