Returns

Please choose carefully, as we do not offer returns or exchanges if you simply change your mind, except where required by applicable law.

If your order was shipped to an address in the European Union, you may be entitled to cancel or return an eligible order under the EU 14-day cooling-off period. Please see the European Union 14-day cooling-off period section below.

Nothing in this Returns Policy limits your rights under the Consumer Guarantees Act 1993. If your product is faulty, damaged, not fit for its intended purpose, does not match its description or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund.

Please see our product warranty for more information.

Products purchased from Evolve stockists:

If you purchased your product from an Evolve stockist or another website, please contact the retailer directly in the first instance, as they are responsible for assisting with claims under the Consumer Guarantees Act. 
For stockist contact details, please visit our store finder.

Faulty or damaged products purchased from evolve-jewellery.co.nz

If you believe your product is faulty, damaged or otherwise does not meet a consumer guarantee:

1. Request a copy of our Returns Form by emailing evolve@evolve-jewellery.co.nz
2. Complete the Returns Form & attach proof of purchase
3. Package & return your defective product via NZ Post (they will deliver direct to our PO Box address)
4. Keep proof of your shipment (including tracking number) until your return has been fully processed

Products outside the warranty period

The expiry of Evolve’s product warranty does not automatically mean that you are no longer entitled to a remedy. Your rights under the Consumer Guarantees Act may continue beyond the stated warranty period. Please contact us so we can assess your product based on its age, materials, condition, use and the nature of the issue. 

If the issue is not covered by either the Evolve product warranty or the Consumer Guarantees Act, we recommend taking the product to a reputable jeweller for assessment or repair.

We may ask you to provide reasonable proof of purchase, such as an order confirmation, receipt or relevant payment record.

Please note:

• Evolve does not accept returns or refunds on change-of-mind purchases or payment method errors, except where required by law, including eligible orders shipped to the European Union under the EU 14-day cooling-off period
• If our assessment confirms that the product is covered by the Evolve product warranty or does not meet a guarantee under the Consumer Guarantees Act, we will provide an appropriate remedy. Depending on the circumstances and your rights under applicable law, this may be a repair, replacement or refund.
  
• A returns form and proof of purchase must be included with any returned product
• You may initially be asked to pay the cost of returning the product for assessment. Reasonable return postage costs will be reimbursed if the product is confirmed to be faulty or otherwise does not meet a consumer guarantee. Please contact us before returning your product so we can provide the appropriate return instructions.
• Unless the return has been arranged by Evolve, you are responsible for the product until it reaches us. Please package it securely and retain your tracking information. We recommend using the original packaging where available, but this is not required.

For additional information on our return policies, please contact us at evolve@evolve-jewellery.co.nz

Damages and issues

Please inspect your order after delivery and contact us within 10 working days of receipt of your order if it is defective, damaged or incorrect so we can assess the issue and put it right. This does not limit your rights under applicable consumer law.

Exceptions / non-returnable items

Gift cards and sale items are not eligible for change-of-mind returns. This does not affect any rights you may have under applicable consumer law, including the EU 14-day cooling-off provisions where relevant.

European Union 14-day cooling-off period

Notwithstanding the above, if your order is being shipped to an address in the European Union, you have the right to cancel or return your eligible order within 14 days, for any reason and without giving a justification. The 14-day cooling-off period starts from the date the last item in your order is delivered.

Your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need your receipt or proof of purchase.

To exercise this right, please submit a return or cancellation request through your customer account/orders page, or contact us at evolve@evolve-jewellery.co.nz.

For EU cooling-off returns, you are responsible for the cost of returning the item to us, unless we have agreed otherwise or the item is faulty.

For eligible EU withdrawal requests, we will process your refund within 14 days of receiving your cancellation/withdrawal request. Where the order has already been delivered, we may wait until we have received the goods back, or until you provide evidence that you have sent them back, whichever occurs first.

Refunds

We will notify you once we have received and assessed your return. If a refund is the appropriate remedy, it will be processed to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to process the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at evolve@evolve-jewellery.co.nz.