To be eligible for a return, the item must be:

• Unused, undamaged, and in its original packaging.
• Unaltered and non-personalised (e.g., no engravings).
• Handed to a trackable shipping carrier within 30 days of the purchase date.
  
  Please note: Return shipping costs are the responsibility of the customer.

Non-Returnable Items

For health and bespoke reasons, the following cannot be returned:

• Earrings (unless faulty, due to hygiene).
• Customised or personalised jewellery.
• Sale or promotional items (unless faulty).
• Items worn or damaged after delivery.
• e-Gift cards

Sets

• Our sets are offered at a special set price. If part of a set is returned and the remaining item(s) are kept, your refund will be adjusted based on the regular retail price of the item(s) kept. We do not offer refunds or exchanges on earrings included in sets.

To start a return, please email [email protected] with:

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

We will provide you with return instructions and the correct return address.

Important Guidelines

• Authorisation: Do not send items back without contacting us first; unauthorised returns may not be accepted.
• Shipping Costs: Return shipping is the responsibility of the customer, unless the item is faulty or we made an error.
• Tracking: We strongly recommend using a trackable service or purchasing insurance. We are not responsible for items lost or damaged during return transit. Please share your tracking details with us as soon as the item is sent.

Refund Process

Once we receive and inspect your return, we will notify you of the status. Approved refunds are processed to your original payment method.

• Timeline: Please allow 7-10 business days for the funds to appear in your account.
• Late Returns: Items handed to a carrier or lodged after the 30-day window may be subject to a discretionary refund or store credit.

For the fastest service, we recommend a "Buy & Return" process:

1. Place a new order for the desired item immediately to secure its availability.
2. Return the original item within our 30-day window for a refund.

Please keep in mind:

• Availability: Placing a new order first ensures your preferred item doesn't sell out. If an item is out of stock, we can offer store credit or a refund.
• Shipping Fees: Return shipping and original shipping charges are non-refundable unless the item is faulty or an error was made on our part.
• Exclusions: Personalised or customised items cannot be exchanged unless they are faulty.

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

• Before Dispatch: Cancellations made before shipping will receive a full refund.
• After Dispatch: Once your order has been dispatched, it can no longer be cancelled. You may still return the item(s) following our standard 30-day return process.
• Need Help? If you have any questions, our Client Services team is here to help at [email protected].

Returns from international customers follow the same process as domestic returns.

To be eligible, you must notify us at [email protected] and hand the item to a shipping carrier within 30 days of your purchase date.

Important Guidelines for International Customers:

• Unauthorised Returns: Please do not return any item without contacting us first, as unauthorised returns may not be accepted.
  
• Customer Responsibility: Customers outside of New Zealand are fully responsible for all return-related costs, including:
  — International return shipping fees.
  — Customs duties, taxes, and import/export charges.
  — Any administration or handling fees applied by local authorities.
  
• Tracking: We strongly recommend using a trackable and insured shipping service. We cannot take responsibility for returns that are lost, delayed, or held at customs.

Refused Deliveries & Unpaid Duties:

• Original shipping costs are non-refundable.
• Refused Delivery: If you refuse delivery to avoid paying duties or taxes, a refund for the item 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 be deducted from your refund.
• Failed Delivery: If a parcel is returned to us due to unpaid duties, incorrect address details, or uncollected packages, we can arrange re-shipping. Additional shipping and handling fees will apply.

We understand that international returns can be complex. If you have any questions, please reach out to our team at [email protected]—we’re here to help.

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 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.

Policy Scope

This policy applies to all customers, including those ordering internationally. By purchasing from Bytonin, you agree to the terms outlined above. For any further assistance, please reach out to [email protected].