If an order has been dispatched by courier and is not received or if an item is received and it is either damaged or faulty, a return claim MUST be made with BeachGemsNZ by email within 7 days from date of dispatch of goods.
Email details of your claim to beachgemsnz@outlook.com Please include details of the damage/fault/non receipt of item and include photographs if possible.
The following options will then be made available:
- Replacement: If possible, a replacement will be sent, subject to availability.
- Credit: If no replacement is available, a credit will be offered to the full amount of the purchase price.
- Refund: If a refund is required, it will be provided by direct credit.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note, we will only cover the shipping costs if a mistake was made with your order.
To start a return, you can contact us at beachgemsnz@outlook.com
Please contact us first to discuss any returns or refunds. Where agreed, refunds will either be credited to the card originally used, or by bank transfer where a card was not used for the purchase.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at beachgemsnz@outlook.com
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at beachgemsnz@outlook.com
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