• The item must be unused, undamaged, and in its original packaging.
• The item must not have been altered or personalised (e.g., engraved).
• Returns must be made using a trackable shipping service to ensure the safe return of the item, and must be covered by the customer.
• The item must be handed to the shipping carrier within 15 days of the date you received your order
  
  

Certain items are non-returnable, including:

• Customised or personalised jewellery.
• Sale or promotional items (unless faulty).
• Items that have been worn, altered, or damaged after delivery.
• For hygiene reasons, we cannot accept returns or exchanges on earrings unless they are faulty.
• e-Gift cards cannot be cancelled, refunded, or exchanged.

To arrange a return, please email our Client Services at hello@bytonin.com with the following information:

• Your order number
• The item(s) you wish to return.
• The reason for the return.

We will provide you with return instructions and a return address.


IMPORTANT RETURN GUIDELINES:

• Please do not send your item back without contacting us first, as unauthorised returns may not be accepted.
• Return shipping costs are the responsibility of the customer, unless the item is faulty or we made an error in fulfilling your order.
• We strongly recommend using a trackable shipping service or purchasing shipping insurance for any returns.
• We cannot guarantee that we will receive your returned item and are not responsible for any loss or damage incurred during the return shipment.
• To help ensure timely processing, we ask that you provide us with the return tracking details within 15 days of receiving the item.

REFUND PROCESS:

Once we receive and inspect the returned item(s), we will notify you of the status of your refund. If the return is approved, we will process your refund to the original payment method. Please note that it may take up to 7-10 business days for the refund to appear in your account, depending on your payment provider.

Returns received after 21 days may be subject to discretionary refund.

If you would like to exchange an item, we recommend placing a new order for the desired piece to ensure its availability. Then, return the original item following our return process.

Once we receive your returned item and confirm it meets our return conditions, we will process a refund for the original item promptly.

Please keep in mind:

• Exchanges are subject to product availability, so placing your new order first helps secure the item you want.
• Return shipping costs and original shipping charges are the customer’s responsibility and are non-refundable, unless the item is faulty or we made an error.
• If your returned item is personalised or customised, exchanges may not be possible unless the item is faulty.
• If your preferred item is out of stock after placing your new order, we will notify you and offer alternative options such as store credit or a refund.
• For assistance with your exchange or questions, please contact our Client Services.

You may cancel your order before it is processed. We dispatch orders quickly—usually the same day or the next business day—so please contact us immediately with your order details so we can assist you promptly.

Once your order has been dispatched, it can no longer be cancelled. However, you may still return the item(s) following our standard return process, subject to our return policy conditions.

Please note:

• Cancellations made before dispatch will receive a full refund.
• If you wish to exchange an item after delivery, please refer to our Exchanges policy.

If you have any questions or need assistance, our Client Services is here to help.

Returns from international customers should follow the same process as domestic returns.
Please our client services at hello@bytonin.com within 10 days of receiving your order to arrange a return. We will confirm whether your item is eligible and provide detailed return instructions.

Please do not return any item without contacting us first, as unauthorised returns may not be accepted.

Customers outside of New Zealand are fully responsible for all return-related costs, including but not limited to:

• International return shipping fees
• Customs duties, taxes, import/export charges, and any applicable border clearance fees
• Any administration or handling charges applied by your local postal or customs authorities

We strongly recommend using a trackable, and reliable shipping service, as we cannot take responsibility for any returns that are lost, delayed, or held at customs.

Please note:

• Original shipping costs are non-refundable
• If you choose to refuse delivery of your parcel in order to avoid paying duties or taxes, the item may be returned to us by the courier. However, in such cases, we will not refund any original shipping charges, and a refund for the item itself will be issued only at our discretion, once it is safely received and inspected. Any return fees, customs charges, or handling costs we incur will also be deducted from the refund total.
• If a parcel is returned to us because of unpaid duties, delivery issues, incorrect address details, or uncollected packages, we’re happy to help arrange re-shipping. Additional shipping and handling fees may apply.

We understand that international returns can sometimes feel complicated. If you have any questions at all, please don’t hesitate to reach out, we’re here to help.

This policy applies to all customers, including those ordering internationally.

FAULTY OR INCORRECT ITEMS

If you receive a faulty or incorrect item, please contact us within 10 days of receiving your order. To help expedite the process, please provide clear photos of the faulty or incorrect item along with your order details.

We require all faulty or incorrect items to be returned to us. Once the issue is confirmed, we will cover the return shipping costs and send you a prepaid return label. As soon as the item is in transit back to us, we will organise a replacement of the same item at no additional cost to you.

We carefully inspect each piece and all its components—including clasps, posts, locks, and settings—before shipment to ensure they meet our high standards of craftsmanship and quality. Rest assured, this attention to detail helps us deliver pieces that reflect excellence and attention to every detail.

Additionally, all our jewellery comes with a 30-day warranty covering any manufacturing faults which may arise once you begin using the jewellery, giving you extra peace of mind.


DAMAGED IN TRANSIT

Our packaging is thoughtfully designed to be sturdy and protective, helping ensure your pieces arrive safely. In the rare event that your jewellery arrives damaged due to transit, please contact us within 3 days of delivery and provide clear photos of:

• the damaged jewellery item
• the external packaging (including any signs of damage)
• the shipping label

Please note, we cover replacement only for jewellery items damaged in transit and not for damage to the packaging alone.

Once the damage is confirmed, we’ll issue a return shipping label. As soon as the item is in transit back to us, we will arrange for a replacement.