Refund and Returns Policy

I hope you love wearing your beautiful, unique pendant as much as I have loved creating it for you. 

If, however, something isn’t quite right, please get in touch promptly by email so we can work through the best way to resolve the issue. 

Damaged or Faulty Items 

I take great care when creating and packaging your pendant, and want it to arrive safely, ready to be treasured for years to come. 

If your pendant arrives damaged or you believe there is a fault, please let me know as soon as possible, ideally within three days of receiving it, or as soon as you become aware there’s an issue. The suggested timeframe helps me address concerns promptly, but does not limit your rights under applicable consumer law. If possible, please include photographs, as these will help me understand what has happened. 

If an item is faulty or doesn’t meet the guarantees required under New Zealand’s Consumer Guarantees Act 1993, I will work with you to find an appropriate remedy. Depending on the circumstances, this may include a repair, replacement or refund. 

Damage caused by accidental dropping, normal wear and tear, or mishandling after delivery is not eligible for a refund or replacement under this policy. Each concern will be considered on its own merits.

Return Shipping

If a return is needed because an item is faulty or damaged, please contact me before sending it back so we can agree on the appropriate way forward. Once the fault has been assessed, I will advise you about the return process and any necessary shipping arrangements.

Change of Mind

As each pendant is individually handcrafted, I encourage you to read the product description carefully and consider the photographs and details before making your purchase.

I don’t offer refunds, credits or exchanges simply because you’ve changed your mind, selected the wrong item or experienced buyer’s remorse. This does not affect your rights if an item is faulty or otherwise fails to meet the guarantees required by law.

Proof of Purchase

To help me locate your order, please provide proof of purchase when contacting me. An order confirmation email from Kathryn Jane Design is sufficient.

Purchased Elsewhere?

Refunds and returns for pendants purchased from a gallery or other retailer should be handled directly with the retailer where you made your purchase.

Questions?

If you have any questions about refunds or returns, please feel free to contact me. I’m always happy to help.

Warm wishes,

Kathryn