Returns and Refunds

At Victoria Gray, we are committed to providing high-quality jewellery and ensuring customer satisfaction. We want you to be pleased with your purchase and be proud to wear Victoria Gray pieces, so we offer returns, exchange and/or store credit on all full-priced items (excludes earrings, bundles or custom-made pieces) as long as your return meets the below requirements: 

1. Item(s) are returned within 14 days of delivery (as indicated by carrier tracking)
2. The item(s) is returned unworn, undamaged, in all original packing.
3. The item was not purchased on sale (including promotional offers). Sale items are final and cannot be returned or exchanged unless the item is faulty.
4. Return shipping costs are covered by the customer.

 *There are items we cannot accept on, which are listed below (no exceptions):

•       Earrings (For hygiene regulations, no exceptions)
•       Final sale items and Sample sale items.
• Gift cards
• Items that have been worn or altered.
• Items that are outside of the 14 days post-delivery date (confirmed through carrier tracking)
• Items purchased with a promo code or during a sale, unless deemed faulty.

Our return policy is in accordance with the New Zealand Consumer Guarantees Act 1993 (CGA), which guarantees that goods sold must meet certain quality standards.

The CGA Act ensures that all goods sold are of acceptable quality, fit for their intended purpose, and match their description. In the unlikely event that a product fails to meet these guarantees, customers are entitled to remedies, which may include repair, replacement, or refund, depending on the nature of the fault.


Return Policy

If you believe your product is faulty and does not comply with the CGA guarantees, please contact us with the following information:

- Your name and contact details.

- Proof of purchase (receipt or order number).

- A description of the issue.

Contact Information

Email: hello.victoriagray@gmail.com

Upon receiving your request, we will assess the fault and advise on the appropriate remedy. In some cases, we may need to inspect the product before providing a remedy.

Refunds

Refunds will be processed within 10 business days upon receiving and inspecting the returned item. We will notify you by email once your return is approved. Shipping costs are non-refundable.