Refunds and Returns

At Nura Lab, we take pride in the expert craftsmanship of our special-occasion jewellery. Our mission is to create beautiful, responsibly made pieces that can be enjoyed for a lifetime. Every item undergoes careful quality-control testing before collection or dispatch.

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer law.

30-Day Returns for Ready-to-Ship and Standard Collection Jewellery

We want you to be completely happy with your Nura Lab jewellery. If an eligible item purchased directly from the Nura Lab website is not what you expected, you may request a return within 30 days of receiving it.

This 30-day return option applies to:

  • Ready-to-Ship jewellery; and

  • Standard collection rings purchased directly from the Nura Lab website in the standard options offered on the product page.

To qualify for a return, the jewellery must:

  • Be unworn, unused and in its original condition;

  • Have no scratches, marks, damage or signs of wear;

  • Be returned with its original packaging, invoice and all accompanying diamond or gemstone certificates; and

  • Not have been resized after completion, engraved, customised, altered or modified in any way.

Selecting a standard ring size, metal, diamond shape or other standard option offered on the product page does not, by itself, make a standard collection ring ineligible for the 30-day return option.

Please contact Nura Lab before returning an item. Returns sent without prior authorisation may not be accepted.

Customers are responsible for return shipping costs for change-of-mind returns. Jewellery must be securely packaged and returned using a tracked, insured and signature-required delivery service. Nura Lab is not responsible for loss or damage occurring during return delivery.

Once the jewellery has been received and inspected, we will notify you whether the return has been approved. If approved, the eligible purchase amount will be refunded to the original payment method. Original delivery charges and return delivery costs are not included in a change-of-mind refund.

Items Not Eligible for Change-of-Mind Returns

The following items are not eligible for a change-of-mind return, refund or exchange:

  • Custom-made or bespoke jewellery;

  • Jewellery produced from a custom or individually modified CAD design;

  • Rings that have been resized after completion;

  • Engraved jewellery;

  • Jewellery that has been altered or modified;

  • Special-order diamonds, gemstones, metals or configurations that are not part of the standard options offered on the product page;

  • Items showing signs of wear, damage or improper care;

  • Earrings that have been worn or removed from sealed hygienic packaging, where applicable; and

  • Jewellery purchased from a third party or anywhere other than directly from Nura Lab.

These exclusions do not affect your rights if an item has a genuine manufacturing fault or otherwise fails to meet the guarantees required under New Zealand consumer law.

Custom-Made and Bespoke Jewellery

Custom-made and bespoke jewellery is created specifically for the customer according to their selected design, diamond, gemstone, metal, measurements and other individual requirements.

Because these pieces are individually designed and manufactured, they cannot be returned, refunded or exchanged for change of mind once the order has been accepted and design, sourcing or production work has commenced.

Custom-made and bespoke jewellery includes:

  • Jewellery created from a customer-supplied photograph, drawing or reference design;

  • Jewellery made from a custom CAD design;

  • A standard Nura Lab design that has been materially altered at the customer’s request;

  • Jewellery made using a specially sourced diamond, gemstone or metal;

  • Jewellery produced in a non-standard size, configuration or specification; and

  • Jewellery personalised through engraving or another permanent modification.

Deposits and Order Cancellations

A deposit confirms your order and allows Nura Lab to begin design work, CAD preparation, diamond sourcing, material purchasing and production.

If you request cancellation before any CAD design, diamond sourcing, material purchasing or production work has commenced, please contact us immediately. Any approved refund will be assessed according to the work already completed and any reasonable costs incurred.

CAD Design and Cancellation Fee

If a CAD design has already been generated and the customer decides not to proceed with the order, a NZ$350 CAD design fee will be deducted from the amount paid. Any remaining eligible balance will then be refunded.

The NZ$350 fee covers the professional CAD design work and the multiple complimentary revisions offered as part of the design process.

The CAD design fee applies once the first CAD design has been generated, even if the customer:

  • Decides not to proceed with production;

  • Changes their mind about the purchase;

  • Does not request or use the complimentary revisions; or

  • Chooses to purchase from another jeweller.

If diamonds, gemstones, precious metals or other materials have already been specially sourced or purchased, or if manufacturing has commenced, Nura Lab may also deduct its reasonable costs and losses incurred before cancellation. We will advise the customer of any remaining refundable balance after assessing the order.

Once the customer has approved the final CAD and production has commenced, the order cannot ordinarily be cancelled or refunded for change of mind.

This cancellation policy does not affect any rights the customer may have if Nura Lab breaches the agreement or fails to meet its obligations under New Zealand consumer law.

Resized, Engraved or Modified Jewellery

Jewellery that has been resized after completion, engraved, customised, altered or otherwise modified at the customer’s request is not eligible for a change-of-mind return or exchange.

This includes modifications completed by Nura Lab or another jeweller after the item was originally manufactured.

Resizing, engraving or customisation does not remove the customer’s rights if the item has a genuine manufacturing fault or otherwise fails to comply with New Zealand consumer law.

However, jewellery that has been resized, repaired, altered or modified by a jeweller other than Nura Lab may not qualify under our Lifetime Manufacturing Warranty if that outside work caused or contributed to the issue.

Faulty or Damaged Jewellery

A repair, replacement or refund may be available if an item:

  • Has a manufacturing fault;

  • Is significantly different from its description or the approved design;

  • Is not of acceptable quality;

  • Is not fit for an agreed purpose; or

  • Otherwise fails to meet the guarantees required under New Zealand consumer law.

Please refer to our Lifetime Manufacturing Warranty and Terms of Sale for further information.

How to Return a Faulty or Damaged Order

  1. Contact us first through our contact form and provide your order details, photographs and a description of the issue.

  2. After discussing the matter with you, we will arrange the best way for the jewellery to be returned for assessment, either by appointment or by insured post.

  3. Items returned by post must include the original packaging and accompanying materials where available, including the invoice, packing slip and all diamond or gemstone certificates. The jewellery must be securely packaged and accompanied by your contact details.

  4. A postage deposit of NZ$40 for two-way postage within New Zealand or NZ$200 for two-way international postage may be required before the item is returned for assessment.

  5. Nura Lab will assess the jewellery to determine whether the issue is covered by our Lifetime Manufacturing Warranty or New Zealand consumer law.

  6. If the issue is confirmed as a manufacturing fault:

    • The postage deposit will be refunded in full; and

    • The appropriate repair, replacement or refund will be provided at no additional charge in accordance with New Zealand consumer law.

  7. If the issue is not a manufacturing fault or is not covered by the warranty:

    • We will provide a repair quotation for your approval;

    • If you choose not to proceed with the repair, the prepaid postage deposit will be applied toward returning the item to you; and

    • The postage deposit will not be refunded.

Please review our Lifetime Manufacturing Warranty for details about manufacturing faults, accidental damage, normal wear and tear and other exclusions.

Assessment and Refund Process

Once we receive your item, our jeweller will inspect its condition and review the accompanying documents. Assessments typically take between one and five business days, although complex cases may require additional time.

If the item qualifies for a refund, the approved amount will be returned to the original payment method. Nura Lab will endeavour to initiate the refund within two business days after completing the assessment.

The time required for the funds to appear in your account will depend on your bank or payment provider.

Return Authorisation

Jewellery must not be returned without first contacting Nura Lab and receiving return instructions.

Nura Lab is not responsible for items returned without authorisation or sent using an unsuitable, untracked or uninsured delivery service.

Returns Address

Please contact us before returning any jewellery. Our team will provide the correct return address and shipping instructions for your order.

Nura Lab Returns
Auckland, New Zealand