At Nura Lab, we take pride in the expert craftsmanship of our special occasion jewellery. Our mission is to provide beautiful, ethical pieces that can be enjoyed for a lifetime. For this reason, every item we create undergoes rigorous quality control testing.
Jewellery Returns
At Nura Lab, we value the skill and care involved in producing each unique piece of special occasion jewellery. As a result, we do not offer refunds or returns unless the item is faulty or damaged (please see our Warranty page for further details). Please contact us if you have any questions regarding returns or exchanges.
Returns Process
Please read our Warranty and Terms of Sale policies before making your purchase to ensure you understand the terms and conditions that apply. If you believe your item qualifies for a return or refund due to a manufacturing fault, please follow the process below.
How to Return a Faulty or Damaged Order
- Contact us via our contact form and one of our team members will assist you.
- After discussing the issue with our team, we will arrange the best way to return your item for assessment, either by dropping it off at one of our showrooms or via post. When returning by mail, all returns must include the original packaging and accompanying materials, including the packing slip and all stone certificates. Wrap the jewellery securely in a protective shipping package together with a copy of the invoice and a note with your contact details. Failure to do so may result in you not receiving the full refund amount, as we are not responsible for incorrect packing.
- There is a $40 NZD two-way postage fee (within New Zealand) or a $200 NZD two-way postage fee (from outside New Zealand) payable as a postage deposit.
- If the damage is not covered by warranty, we will send you a repair quote for your approval. If you decide not to proceed with the repair, your prepaid deposit will cover the return shipping.
- If the issue is found to be a manufacturing defect, your postage deposit will be refunded in full and the repair will be carried out at no charge.
- Please carefully review what is and is not covered by our Warranty, as the postage deposit will not be refunded if the issue is found not to be a manufacturing defect.
- We will conduct a free assessment of the jewellery to determine whether the damage is covered under warranty.
Our returns address is:
Contact Us
Nura Lab Returns
New Zealand
Refund Process
Once we receive your item, our jeweller will verify its condition and accompanying documents. This process typically takes 1 to 5 business days from receipt of the item. A refund will be processed once the item is confirmed to qualify for a return or refund due to manufacturing faults, and you will be refunded to your original payment method.