Terms & Conditions of Service

1.0 New Zealand Consumer Law Requirements

Our goods and services come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 (‘New Zealand Consumer Law’). You are entitled to a replacement or refund for goods that fail to meet minimum statutory guarantees set out in the Consumer Guarantees Act 1993, in accordance with that Act. These terms shall be governed by the laws of New Zealand and subject to the non-exclusive jurisdiction of the New Zealand courts.

1.1 Business Purchases

If you acquire jewellery for business purposes, you agree that the Consumer Guarantees Act 1993 (the Act) does not apply. Any liability we may have is strictly limited to repair or replacement of the jewellery supplied.

1.2 Consumer Purchases

If you purchase jewellery as a consumer (as defined by the Act) for non-business purposes, the Act will apply and take precedence over any contrary provisions in these Terms.

• Layaz does not provide guarantees or warranties beyond those outlined in the Act.

• Our liability is limited to the obligations prescribed under the Act.

In addition to the rights conferred by New Zealand Consumer Law, the express warranties and policies set out in these General Terms And Conditions Of Purchase apply.

These terms apply to all users of the domains layaz.co.nz the terms and conditions will be valid for all your future transactions with Layaz Jewellers Limited (henceforth: Layaz Jewellers Limited; may be referred to as ’our’ or 'us' or 'we' or “Layaz”) and visits to the website. Layaz reserves the right of these terms and conditions. “you” , “your” are references to you — our customer.

2.0 About

(a) Ownership: www.layaz.co.nz is owned and operated by Layaz Jewellers Limited. We are a company registered in New Zealand and our physical address is Level 8/139 Quay Street, Auckland CBD. 1010. Our business registration number is 9429051873752.

(b) No Waiver of rights: Any delay or failure by Layaz to exercise its rights or remedies under these Terms shall not be considered a waiver or variation of such rights.

(c) Severability: If any provision of these Terms is found to be illegal or unenforceable, the remaining provisions will continue to apply in full force and effect.

(d) Changes to Our General Terms and Conditions: Layaz Jewellers Limited reserves the right to modify this policy at any time without prior notice. We encourage you to review this policy before placing an order.

3.0 Agreement Terms

3.1) These Terms establish the conditions under which we provide jewellery to you. Any modifications or additional terms will only be considered valid if formally agreed upon in writing and signed by both parties.

3.2) By accepting a quotation, making a payment, or authorizing us to proceed with the jewellery, you confirm your acceptance of these Terms

4.0 Intellectual Property & Privacy

4.1 Ownership of Designs

Unless otherwise agreed in writing by a representative of Layaz, you acknowledge that Layaz owns the copyright to all designs created by us, whether or not they were produced at your request.

• You agree not to reproduce, replicate, or engage any third party to reproduce any of our designs, in whole or in part.

• Layaz retains the right to use, modify, or incorporate any of our designs for other purposes, including creating jewelry for other customers or as part of our own collections.

5.0 Use of Information & Privacy

5.1 Collection & Use of Personal Information

We collect personal information from you to facilitate the provision of jewellery and related services. By engaging with us, you agree that:

• Your personal information may be used for marketing purposes, including electronic communications such as emails and promotional messages.

• We may share your information with third-party service providers who assist us in marketing and business operations.

• You have the right, under the Privacy Act, to request access to and seek corrections of any personal information we hold about you.

6.0 Service Terms & Conditions

6.1 Jewellery Redesign

6.1.1 Service Overview

The Jewellery Redesign Service allows customers to provide Layaz with their old, unused, or unwanted fine jewellery for transformation into new, bespoke jewellery. This process may involve melting metals, extracting and repolishing gemstones, and incorporating additional materials such as gold and gemstones to achieve the agreed-upon design.

6.1.2 Process & Responsibilities

(a) Initial Consultation – Customers will participate in a consultation to discuss their vision and requirements.

(b) Laboratory Report & Valuation – A detailed independent insurance valuation and contents report will be generated by either the customer or layaz themselves (charge of $130 applies), assessing the market value and replacement cost of the original jewellery.

(c) Bespoke Design Agreement – The design process will be carried out in collaboration with the customer, with final approval required before manufacturing begins. (Refer Clause 6.2)

(d) Production Process – The jewellery will be transported by a Layaz representative to our production facility, where skilled artisans will carry out the revitalisation process, including:

• Melting and refining metals

• Extracting, repolishing, and resetting gemstones

• Incorporating new materials (if applicable)

• Crafting the final design according to the approved specifications

6.1.3 Risk & Liability Disclaimer

While Layaz takes utmost care throughout the revitalisation and transportation process, customers acknowledge and accept the following risks:

• Due to the inherent fragility of certain gemstones and metals, some materials may be susceptible to damage during extraction, repolishing, or resetting.

• The transportation process of jewellery carries an unavoidable risk of loss or damage.

6.1.4 Compensation for Loss or Damage

• In the unlikely event of partial/total loss or destruction, Layaz may offer a refund up to the assessed replacement value as determined in the insurance valuation report.

• The determination of whether a partial or full refund is applicable is solely at the discretion of an authorized Layaz representative, based on the specific circumstances of the loss or damage.

• Any refund will be limited to the replacement value as assessed in the valuation report and will not exceed this amount under any circumstances.

By engaging in the Jewellery Redesign Service, you acknowledge and accept these terms.

6.2 Bespoke Jewellery Creations

(a) Your bespoke journey begins with an initial consultation, where we guide you through selecting stones, metals, and design options. Consultations are complimentary and provide the foundation for your custom piece.

(b) Once you approve the Design Specifications and/or Design Concepts, we will provide a Quotation, ensuring full transparency on pricing. Quotations remain valid for 14 days, with extensions granted solely at the discretion of an authorized Layaz representative.

(c) A Quotation is considered accepted upon payment as per Clause 8.1. Once payment is made, it is deemed non-refundable.

(d) We will craft your jewellery to our highest standards of quality and craftsmanship. Before final acceptance, you will have the opportunity to inspect the finished piece, and your approval will be considered confirmation of acceptance.

(e) If payment for the Quotation (Clause 8.1) is not received within 7 days, Layaz reserves the right to terminate the agreement and retain any prior payments made before termination.

(f) As each piece is uniquely crafted to your specifications, we are unable to accept returns unless stated under Clauses 12.0, 13.0, 14.0.

6.2.1 Customer-Supplied Jewellery for Reference

If a customer provides Layaz with an existing piece of jewellery for reference—whether for sizing, colour matching, or any other element of the order—the customer acknowledges and accepts the following:

• The jewellery is provided entirely at the customer's own risk.

• Layaz assumes no liability for any loss, damage, or alteration to the item while in our possession, including during handling, assessment, or use as a reference.

• The customer fully accepts all risks associated with providing their jewelry and agrees that Layaz shall not be held responsible for any incidental or accidental damage that may occur.

By submitting an existing jewellery piece for reference, the customer expressly waives any claim against Layaz for loss or damage to the item.

7.0 Pricing

(a) By accepting a Quotation, you agree to pay the specified amount in accordance with Clause 8.1 and the terms outlined in this agreement.

(b) Any modifications to your Design Specification after the Quote has been issued may result in a price adjustment. Any additional costs will be reflected in your final invoice, as per Clause 8.1(c), and must be paid accordingly.

(c) In the event that a refund is issued at our discretion, any payments made via credit card will be refunded excluding any previously incurred credit card and processing fees.

8.0 Payment Terms

8.1 Payment Structure

You agree to make payments as follows:

(a) Initial Deposit – 10% of the Final Invoice Value (not applicable for ‘Jewellery Redesign’)

• Upon accepting the Quotation (Clause 4), a 10% deposit must be paid within 7 days to secure the price lock.

• The price lock guarantees the quoted price and jewellery specifications for 6 months.

• If the remaining 40% deposit is not paid within 6 months, the invoice will be voided with no refund.

• Payments are non-refundable, including for changes of mind.

(b) Production Deposit – 50% of the Final Invoice Value

• Within 6 months of the invoice date, you must deposit 50% of the total invoice amount (this includes the initial 10% + an additional 40% per Clause 5.1(a)).

• Production will only commence once 50% of the total invoice value is received.

• If the balance of 50% is not paid within 6 months, the invoice will be voided with no refund.

• Payments remain non-refundable, including for changes of mind.

(c) Final Payment & Collection

• Once we notify you that your jewellery is ready, the remaining 50% balance must be paid in full before collection or delivery.

8.2 Payment Conditions

• All payments must be made in full, without set-off, deduction, or counterclaim.

• Payments are subject to Goods and Services Tax (GST) unless purchased duty-free, as per Clause 10.0.

8.3 Late Payment & Storage Fees

• If the final invoice remains unpaid for more than 14 days after notification that your jewellery is ready, we may charge a storage fee of $1000 per month for holding the completed piece unless otherwise agreed.

• You agree to indemnify us for any collection costs, including legal fees, required to recover outstanding payments.

• If the final invoice remains unpaid for 60 days, and no written agreement for an extension is made, you forfeit your deposit, and no claim for reimbursement can be made.

9.0 Delivery

9.1 Estimated Delivery Timeframe & Rates

This policy outlines the shipping options, timelines, and potential risks associated with your purchase.

We will make every effort to deliver your order by the estimated delivery date. However, due to the intricacies of bespoke fine jewellery craftsmanship, we cannot guarantee delivery on a specific date. Any estimated timeframe provided is for guidance only and does not constitute a guaranteed delivery date.

• If you require your jewellery for a specific occasion, please inform us during your initial consultation.

• If at any stage we anticipate a delay, we will notify you as soon as possible.

• You acknowledge and agree that Layaz shall not be financially liable for any delays in delivery.

Delivery Rates:

• Free Shipping : We offer free standard delivery on all orders.

Order Processing Time:

Please note that all orders require a processing time of 4-8 Weeks before it is dispatched. This allows us to carefully design, engineer and package your special piece. Order processing time begins only after a representative of layaz has confirmed with you the receipt of the production deposit.

Delivery Time:

• New Zealand: It typically takes 3-5 business days for delivery after your order is processed.

• Overseas: It can typically take between 1-2 weeks for delivery depending on the customs clearance process of each country.
  

Please be aware that delivery times are estimated and may be subject to unforeseen delays beyond our control. By placing an order, you acknowledge and accept this possibility.

9.2 Delivery & Collection Options

Completed orders can be:

• Collected in person from our studio.

• Hand-delivered by a Layaz representative.

• Shipped via courier to an address provided by you.

For all courier deliveries, a signature will be required upon receipt.
You are responsible for ensuring the accuracy of the delivery address and confirming that someone will be available to sign for the package.

Lost or Damaged Packages: We take great care to ensure your jewellery is securely packaged before it is delivered to you. However, if your package is lost or damaged in transit, please contact us immediately at info@layaz.co.nz or 0800 450 058 (Toll Free New Zealand only)with your order number and a brief description of the issue. We will work with the carrier to resolve the problem as quickly as possible.

9.3 When is Delivery Considered Complete?

Your jewellery will be deemed delivered upon the following:

(a) You collect your jewellery from our studio and provide a signature.
(b) A Layaz representative delivers the jewellery to you, and a signature is obtained.
(c) The courier service delivers the package and obtains a signature on your behalf.
(d) You collect your jewellery from any New Zealand International Airport as per clause 10.0.

9.4 Retention of Ownership

All jewellery, including any materials or items provided by you for ‘Jewellery Redesign’, remains the property of Layaz until full payment has been made in accordance with these Terms.

9.5 Transfer of Risk & Insurance Recommendation

Until delivery has taken place, the risk of loss or damage remains with Layaz. Once delivery is completed as per Clause 9.3, the risk transfers to you.
We strongly recommend that you arrange appropriate insurance coverage before the jewelry is delivered to you, ensuring protection against any unforeseen circumstances.

10.0 Duty-Free Purchases

10.1 Eligibility for Duty-Free Service

We offer a duty-free service for eligible international travellers. To qualify, you must:

• Be the purchaser of the jewellery.

• Be departing from a New Zealand International Airport that facilitates duty-free collections.

• Be flying on an international flight.

10.2 Process for Duty-Free Purchases

If you choose to purchase duty-free, you must provide us with your international flight details and the New Zealand International Airport of departure at least 7 working days before your flight.

• Full payment (100% Invoice value), as outlined in Clause 8.1, including any applicable handling fee (Clause 10.4), must be made before we can send the jewellery to the designated collection point.

• Once payment is received, your jewellery will be made available for pickup at the designated collection point at the specified New Zealand International Airport.

10.3 Customs & Re-Entry to New Zealand

If you later return to New Zealand with your duty-free jewellery, customs duties may apply upon re-entry unless the jewellery qualifies as:

• Part of the personal effects of the individual bringing it into New Zealand.

• Intended for personal use or wear.

We strongly advise reviewing New Zealand Customs regulations before departure to understand any potential tax liabilities upon re-entry.

10.4 Duty-Free Handling Fee

All duty-free purchases are subject to a handling fee, which:

• Will be included in your final invoice (Clause 8.1) and must be paid in full before shipment to the collection point.

• Varies depending on the airport collection location and the value of the jewellery, ranging between $50 and $500.

11.0 Final Inspection & Acceptance

11.1 Quality Assurance

All jewelry is crafted to the highest standards and undergoes a comprehensive quality control process before being presented to you for final inspection.

11.2 Acceptance Upon Inspection or Collection

If you have personally inspected the finished jewellery, taking possession or accepting delivery will be considered confirmation of acceptance and agreement that the piece has been completed in accordance with the approved Design Specifications.

11.3 Acceptance Upon Delivery

For jewelry delivered to you, unless you notify us in writing within seven (7) days of any non-compliance with the Design Specifications, the jewellery will be deemed accepted and approved. After this period, no claims regarding discrepancies will be entertained.

12.0 Layaz 7-Year Craftsmanship Warranty

Effective date: This policy applies to Layaz Jewellery Limited products purchased on or after 1.10.2015

Products purchased before this effective date will remain subject to the warranty terms that applied, or were represented, at the time of purchase, together with any rights and remedies available under New Zealand law.

12.1 Your rights under New Zealand law

This Layaz 7-Year Craftsmanship Warranty is a voluntary warranty provided by Layaz Jewellery Limited. It is in addition to, and does not limit, exclude, or replace, any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law that cannot be excluded.

The 7-year period in this warranty applies only to Layaz’s voluntary craftsmanship warranty. It does not mean that your rights under the Consumer Guarantees Act end after 7 years.

If there is any inconsistency between this warranty and your non-excludable rights under New Zealand law, your legal rights will prevail.

12.2 What this warranty covers

For 7 years from the original date of purchase, Layaz warrants that Layaz jewellery will be free from manufacturing defects in materials and workmanship under normal consumer use and proper care.

If Layaz accepts a claim under this warranty, Layaz will, at no charge, repair the item where repair is reasonably possible. If repair is not reasonably possible, practical, or available, Layaz may replace the item with the same or a comparable item, or provide another remedy as required by law.

For discontinued, custom-made, or one-of-a-kind pieces, any replacement may be with a comparable item of similar type, quality, and value, or another remedy agreed with you or required by law.

12.3 Who can make a claim

This voluntary warranty is available to the original purchaser of the Layaz jewellery. If the item was purchased as a gift, the gift recipient may submit a claim using the original proof of purchase or other sufficient evidence of purchase.

To make a warranty claim, you must provide proof of purchase or sufficient evidence that the item was purchased from Layaz. This may include a receipt, order number, Layaz customer record, bank statement, finance record, or other reasonable evidence.

12.4 What is not covered by this warranty

This warranty does not cover damage, loss, or changes to the jewellery caused by matters other than a manufacturing defect in Layaz materials or workmanship.

This includes, but is not limited to:

• normal wear and tear, including scratches, dents, bending, stretching, thinning, worn claws or prongs, fading, plating wear, tarnishing, or surface marks;

• accidental damage, impact damage, crushing, bending, pulling, dropping, or other physical force;

• misuse, neglect, improper storage, improper cleaning, or failure to follow Layaz care instructions;

• exposure to chemicals, cosmetics, perfumes, cleaning products, chlorine, swimming pools, hot tubs, salt water, excessive moisture, extreme heat, or other environmental factors;

• discolouration, tarnishing, oxidation, or other natural reactions of metals caused by wear, chemicals, cosmetics, water exposure, or environmental conditions;

• loss, theft, or disappearance of jewellery;

• gemstone, diamond, pearl, or stone chips, scratches, abrasions, fractures, breakage, or wear caused by impact, pressure, use, or normal wear and tear;

• loss of gemstones or diamonds caused by worn, loose, bent, or damaged claws, prongs, settings, or other setting components due to normal wear and tear;

• damage caused by third-party repairs, resizing, cleaning, polishing, stone setting, engraving, modification, or alteration;

• damage or issues caused by customer-supplied gemstones, materials, or components;

• pre-existing faults, wear, fragility, or hidden weaknesses in jewellery redesign services offered, antique jewellery, customer-supplied jewellery, or jewellery not originally supplied by Layaz.

These exclusions apply to this voluntary warranty only and do not limit any remedy you may be entitled to under the Consumer Guarantees Act or any other applicable law.

12.5 Third-party repairs, modifications, and alterations

If jewellery has been repaired, resized, modified, cleaned, polished, engraved, stone-set, or otherwise altered by a third party after purchase, Layaz may decline a warranty claim where the third-party work caused or contributed to the issue, or where Layaz can no longer reasonably determine whether the issue arose from Layaz materials or workmanship.

This does not affect your rights under New Zealand law for any unrelated defect or any remedy that Layaz is legally required to provide.

12.6 Gemstones, diamonds, and small stone loss

Gemstones, diamonds, pearls, and other stones are not guaranteed against chips, scratches, abrasions, breakage, or wear and tear caused by impact, pressure, normal use, or external factors.

Over time, claws, prongs, and settings may wear, loosen, or bend through ordinary wear. This can cause stones to become loose or fall out. Regular inspection and maintenance are recommended to help preserve the security and longevity of your jewellery.

12.7 Natural characteristics of fine jewellery

Fine jewellery is delicate and may change over time through normal wear. Precious metals may develop scratches, marks, tarnish, oxidation, or changes in finish. Claws, prongs, and settings may naturally wear or loosen over time, particularly in delicate designs, fine bands, closely set stones, or pieces with minimal surrounding metal.

Minor marks, variations, or surface blemishes may also occur as part of the jewellery-making, finishing, handling, or polishing process. These characteristics do not automatically constitute a manufacturing defect.

This clause does not limit your rights where an item fails to meet a guarantee under New Zealand law.

12.8 Heirloom, customer-supplied, and non-Layaz jewellery

This 7-year product warranty applies only to jewellery and components supplied by Layaz.

Where Layaz performs work on heirloom jewellery, customer-supplied gemstones, customer-supplied materials, or jewellery not originally supplied by Layaz, Layaz will take reasonable care and skill in performing the agreed work. However, you acknowledge that older, worn, delicate, altered, previously repaired, or customer-supplied items may have pre-existing weaknesses, wear, inclusions, cracks, brittleness, or other conditions that may not be visible before work begins.

Layaz is not responsible for loss or damage caused by pre-existing conditions, inherent fragility, hidden weaknesses, previous repairs, previous alterations, or the nature of the customer-supplied item, except to the extent that Layaz is responsible under New Zealand law.

12.9 Regular care and maintenance

To help protect your jewellery, Layaz recommends that you have your jewellery professionally inspected and cleaned every 6 to 12 months, or more frequently for delicate pieces, everyday-wear items, engagement rings, fine bands, pavé settings, claw settings, and pieces containing multiple small stones.

Regular inspection can help identify worn claws, loose stones, weakened settings, or other wear-related issues before they result in further damage or stone loss.

Failure to obtain regular maintenance does not automatically void your legal rights. However, if lack of care or maintenance causes or contributes to the issue, Layaz may decline a claim under this voluntary warranty.

12.10 Warranty claim process

To make a claim, please contact Layaz before sending or delivering your item.

Email:info@layaz.co.nz
Phone: 0800 450 058 — toll free within New Zealand only

Please provide:

• your full name and contact details;

• proof of purchase or other sufficient evidence of purchase;

• a description of the issue;

• clear photos of the item and the area of concern, where possible.

Layaz will provide instructions for the next steps, which may include issuing a Warranty Claim Authorisation number and instructions for safely delivering or sending the item to Layaz.

Please do not send jewellery to Layaz without first contacting us and receiving instructions.

12.11 Assessment

All warranty claims are subject to inspection and assessment by Layaz. Where required, the item may be assessed by Layaz’s sales team, workshop, manufacturing facility, jeweller, gemmologist, or another suitably qualified person.

Layaz will assess the item to determine whether the issue appears to be caused by a manufacturing defect in materials or workmanship, normal wear and tear, accidental damage, misuse, third-party work, customer-supplied materials, or another cause.

Layaz will communicate the outcome of the assessment to you within a reasonable time.

12.12 Repairs, replacements, quotes, and refunds

If the claim is accepted under this warranty, Layaz will repair the item at no charge where repair is reasonably possible.

If the claim is not covered under this warranty, Layaz may provide a quote for repair, replacement, stone replacement, resetting, or other work. Layaz will not carry out paid repair work without your approval.

Refunds, replacements, or other remedies will be provided where required under the Consumer Guarantees Act or other applicable law. Where a refund is provided, it will generally be made using the original payment method unless another lawful and reasonable method is agreed or required.

Where the original purchase was made using a credit card, debit card, finance account, or other third-party payment method, any refund may need to be processed back to the original card, account, or finance provider, subject to legal requirements and payment provider rules.

12.13 Excessive, fraudulent, or abusive claims

Layaz may investigate repeated, unusual, fraudulent, or abusive claims. Layaz may decline a claim where the item is not covered by this warranty, where the claim is misleading or fraudulent, or where the issue was caused by an excluded event.

Layaz will not refuse a remedy that is required under New Zealand law simply because a customer has previously made a claim.

12.14 After the 7-year warranty period

After 7 years from the original purchase date, this voluntary Layaz Craftsmanship Warranty ends.

You may still contact Layaz for assessment, repair, maintenance, stone replacement, or other services. Layaz may provide a quote for any work required.

The end of this voluntary warranty does not limit any rights or remedies you may still have under the Consumer Guarantees Act or any other applicable law.

12.15 New Zealand law

This warranty is governed by New Zealand law. Nothing in this warranty limits any rights or remedies that cannot legally be excluded, restricted, or modified.

13.0 Customer Returns Policy

(a) Change of Mind Returns:

Our change of mind returns policy is only applicable products that are ready made and have not undergone any form of customization as requested by the customer, it is not applicable for made to order products, unless otherwise specifically stated by a representative of Layaz Jewellers Limited in writing during the time of purchase.

(b) Eligibility for Return or Exchange:

• If the item is faulty, in accordance with your rights under the New Zealand Consumer Law. Depending on the fault we may either repair the item, replace it, or provide a refund.

• You may return or exchange most unworn, undamaged, and unaltered merchandise within 30 days of the original purchase date.

• Proof of purchase (receipt or invoice) is required for all returns and exchanges.

• Gift recipients may exchange their merchandise for an item of equal or greater value. A gift receipt is required.

(c) Items Not Eligible for Return or Exchange:

• Items that have been worn, damaged, engraved, resized, or otherwise altered.

• Change of mind returns on items that have undergone any particular customization as requested by the customer.

(e) Condition of Returned Merchandise:

• Merchandise must be returned in its original, undamaged packaging, with all tags attached.

• Any item showing signs of wear or damage will not be accepted for return or exchange.

(f) Return Process:

To initiate a return or exchange, please contact us by email at info@layaz.co.nz or phone us at0800 450 058 (Toll Free New Zealand Only)within 30 days of receiving your order.

We will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return your item securely.

You are responsible for all shipping costs associated with returning your item (does not apply for orders that does not meet agreed specifications). We recommend using a trackable and insured shipping service.

(g) Refunds and Exchanges:

All returns are subject to inspection and assessment by our sales team or manufacturing facility team. If our sales team is not able to carry out a proper assessment, your item may be sent to our manufacturing facility for proper assessment. Returns and refunds will be made only subject to any applicable Consumer Law and Layaz Jewellery Limited’s General Terms and Conditions of Purchase.

Any refund or replacement (if and as applicable) will be made to you within a reasonable amount of time. We refund you the same way that you initially paid for your purchase except refunds of cash payments may be made by cheque, direct credit or to a debit card in the name of the purchaser. Refunds will only be made to the debit/credit card or finance account used for the original purchase, so please be aware of this if you intend to return an item given to you as a gift.

(h)Additional Information:

We reserve the right to limit returns or exchanges in cases of excessive return activity. This return policy applies to purchases made online or in person.

14.0Money-Back Guarantee Policy

This policy applies only in cases where the final product does not meet the agreed-upon product specifications.

14.1 Eligibility for a Money-Back Guarantee

A refund request may be considered if the jewellery received substantially differs from the agreed-upon specifications due to:

(a) Material Discrepancies

• The jewellery is made from a different material than what was advertised or agreed upon in a custom order.

(b) Gemstone Variations

• The gemstones significantly differ in size, quality, or nature (e.g., lab-grown vs. natural) compared to what was specified in the order.

(c) Design Discrepancies

• The final product substantially deviates from the agreed-upon design or advertised images in a way that affects its overall appearance and intended design.

(d) Manufacturing Defects

• The jewellery contains visible craftsmanship flaws that compromise its structural integrity or intended aesthetic.

14.2 Exclusions – What This Policy Does Not Cover

A money-back guarantee does not apply under the following circumstances:

(a) Change of Mind

• Refunds will not be issued if you change your mind, no longer want the product, or decide to alter your order post-completion.

(b) Normal Wear & Tear

• Any damage caused by regular use, daily wear, or aging of the jewellery is not covered under this policy.

(c) Improper Handling & Care

• Damage resulting from incorrect cleaning methods, improper storage, or exposure to harsh chemicals or external elements will not be eligible for a refund.

(d) Minor Variations in Custom-Made Jewellery

• Slight variations in colour, size, quality, texture, gemstone settings, or proportions due to the handcrafted nature of fine jewellery do not qualify for a refund.

• However, significant deviations that materially affect the agreed-upon design, structure, or gemstone selection will be reviewed under this policy.

14.3 How to Make a Claim

To initiate a claim under this policy, you must:

(a) Contact us within 14 days of receiving your jewellery via:

• Email: info@layaz.co.nz

• Phone: +6422 344 6808

(b) Provide proof of purchase (original receipt or invoice).

(c) Clearly outline the issue with your jewellery, detailing how it does not meet the agreed-upon specifications.

(d) A Layaz representative will assess the claim at our sole discretion. If we determine the product qualifies for a refund, we may offer a partial or full refund of the purchase price (excluding shipping costs). Refund amounts and eligibility are determined entirely at Layaz’s discretion.

Final Disclaimer:

• Refund decisions are final and based solely on Layaz Jewellers Limited’s discretion.

• Refunds will be processed only after the returned jewellery has been inspected and verified by Layaz.

• Layaz reserves the right to decline refunds where product discrepancies are deemed insignificant or within expected variations of fine craftsmanship.

15.0 Complimentary Ring Resizing & Conditions

We offer one complimentary ring resizing within 30 days of you accepting your jewellery. All resizes are subject to the following conditions:

(a) Accuracy of Initial Ring Size: You are responsible for ensuring the correct ring size is provided before the design process begins. Any errors in initial sizing are not covered under our complimentary resizing policy.

(b) Resizing Limitations

• Complimentary resizing applies only if the size adjustment is within two (2) UK ring sizes.

• If the required resizing exceeds this limit, additional costs may apply. We will inform you of any charges before proceeding.

• In some cases, the design of the jewellery may prevent resizing without compromising its structural integrity. If this occurs, we will provide alternative solutions and an estimated cost.

(c) Third-Party Resizing & Warranty Voidance

If your jewellery is resized by a jeweller other than Layaz or our manufacturing partners, the Layaz Lifetime Warranty (Clause 12.0) will be void.

(d) Resizing & Engraved Jewellery

• If your jewellery has an existing engraving, resizing may not be possible or may require an additional charge.

• We will inform you of any costs before proceeding.

(e) Fine Details & Special Features

• Jewelleentry containing milgrain, accent gemstones, or intricate details may not be eligible for free resizing due to the risk of damage.

• If resizing is possible, we will provide an estimate of costs before proceeding.

(f) Unavoidable Resizing Marks & Surface Changes

• Resizing may result in minor blemishes, markings, or slight imperfections due to the nature of the process.

• While we take every precaution to minimize or avoid such changes, you acknowledge that some imperfections may be unavoidable and accept that Layaz is not liable for such minor alterations.

16.0 Jewellery Authenticity Report

At Layaz, we are committed to providing our customers with authentic gemstone jewellery at the highest quality.
We understand the importance of trust and transparency, and that's why we offer Jewellery Authenticity Reports for all our products free of charge.

(a) What is a Jewellery Authenticity Report?

A Jewellery Authenticity Report is a document issued by Layaz that confirms the contents about your jewellery:

• Metal Content: The report confirms the type and purity of the metal used
  (e.g., 18k yellow gold, platinum, 14K white gold etc..)

• Gemstone Authenticity: It identifies and describes the gemstones used based on an independent gem testing laboratory report.
  (e.g., natural diamond, lab grown diamond, natural sapphire, synthetic sapphire, etc..)

• Gemstone Details: Depending on the chosen report level, it may detail characteristics like cut, clarity, colour, and carat weight.

(b) Why do we offer an authenticity report?

We believe in providing our customers with complete peace of mind. The Jewellery Authenticity Report serves as:

• Proof of Authenticity: It guarantees that you are purchasing a genuine piece of jewellery made with the materials described.

• Enhanced Value: An authenticity report can significantly increase the resale value of your jewellery, especially for valuable pieces.

• Informed Decisions: Detailed information on gemstones empowers you to make a confident purchase based on your preferences.
  
  
  

  (b.1) What is Included in Our Jewellery Authenticity Report?
  
  Our Jewellery Authenticity Report typically include:

• A unique identification number for your specific piece.

• A brief description of the jewellery, including metal type, gemstone details, and any unique design features.

• (Optional, depending on level) Grading reports with cut, clarity, colour, and carat weight for gemstones.
  
  Disclaimer: We utilize reputable and independent gemmological laboratories for our report from New Zealand or Overseas. The specific information included in the report may vary depending on the chosen laboratory and certification level.

(c) Our Commitment to Authenticity:

At Layaz, we stand by the quality and authenticity of our jewellery. The jewellery authenticity report commitment is a testament to our dedication to providing our customers with exceptional value and a truly trustworthy shopping experience.

(d) Considerations for This Report

• This report is intended to assist the buyer in identifying the contents of the jewellery piece, facilitating activities such as independent insurance valuations.

• This report is based on the findings of independent gemmological laboratories from New Zealand or Overseas an assessment of heat treatment enhancements is outside the scope of this report.

• To ensure the most precise analysis, each gemstone has been assessed out of its setting. Please note that assessment within setting itself may influence the perceived colour, clarity or brilliance of the stones.

• The findings of this report are solely valid as of the date of sale (Report Date). LAYAZ Jewellers Limited assumes no responsibility for any alterations made to the product subsequent to its purchase.

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17.0 Layaz Care Policy

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17.1 Introduction

At Layaz, we create fine jewellery designed to be cherished for generations. Like all fine jewellery, precious metals, gemstones, settings, and finishes naturally experience wear over time through everyday use.

To help preserve the beauty, security, and longevity of your jewellery, Layaz offers optional aftercare services through the Layaz Care programme.

Layaz Care is a maintenance and preventative care programme designed to support the ongoing condition of your jewellery. It is separate from the Layaz 7-Year Craftsmanship Warranty and does not constitute insurance.

17.2 Relationship to the Layaz 7-Year Craftsmanship Warranty

Layaz Care is separate from the Layaz 7-Year Craftsmanship Warranty.

The Layaz 7-Year Craftsmanship Warranty covers eligible manufacturing defects in materials and workmanship, subject to the warranty terms and conditions.

Layaz Care provides preventative maintenance and routine servicing intended to help identify wear-related issues before they result in damage, stone loss, or more extensive repairs.

Participation in Layaz Care does not extend the duration of the Layaz 7-Year Craftsmanship Warranty.

17.3 Layaz Care Essentials

Complimentary 5-Year Aftercare Programme

Layaz Care Essentials is included at no additional cost with eligible Layaz jewellery purchases.

Duration: Five (5) years from the original date of purchase.

Included Services

(a) Ultrasonic Cleaning

Up to three (3) professional ultrasonic cleaning services per calendar year, where suitable for the jewellery and gemstone type.

Certain gemstones and jewellery types may require alternative cleaning methods at Layaz's discretion.

(b) Inspection and Condition Assessment

Up to two (2) inspections per calendar year.

Inspections may include assessment of:

• Gemstone security

• Claws and prongs

• Settings and mountings

• Metal wear

• Clasps and findings

• General condition of the jewellery

(c) Condition Records

Layaz may maintain condition records and service notes relating to inspections performed under the programme.

(d) Service Limits

Unused services do not accumulate or roll over into future years.

Services are subject to booking availability and workshop capacity.

17.4 Layaz Care Signature

Post-Warranty Maintenance Programme

Layaz Care Signature is a premium maintenance programme intended primarily for clients whose Layaz Craftsmanship Warranty has expired or is nearing expiry.

Duration: Three (3) years from the commencement date of the programme.

Fee: NZD $500 per jewellery item.

Included Services

(a) Professional Finish Refresh

One (1) professional finish refresh during the programme period.

Depending on the jewellery type and condition, this may include:

• Professional cleaning

• Re-polishing

• Refinishing of surface finishes

• Restoration of lustre and appearance

The exact treatment will be determined by Layaz based on the jewellery's condition and suitability.

(b) Preventative Setting Maintenance

Minor prong tightening and preventative setting maintenance where reasonably required and appropriate during scheduled inspections.

The scope of preventative maintenance will be determined by Layaz after assessment of the item.

(c) Priority Service Booking

Signature members receive priority scheduling for maintenance appointments and assessments, subject to availability.

(d) Annual Detailed Condition Reports

Layaz will provide a detailed condition assessment following annual inspections conducted during the programme period.

17.5 Services Not Included

Unless specifically stated otherwise, Layaz Care does not include:

• Stone replacement

• Lost gemstone replacement

• Diamond replacement

• Major stone resetting

• Re-tipping or rebuilding of claws

• Reshanking

• Ring resizing

• Structural rebuilding

• Redesign work

• Remodelling services

• Engraving

• Replacement of jewellery lost or stolen

• Insurance coverage

• Repairs required due to accidental damage

• Repairs required due to misuse or neglect

Any required work outside the scope of the programme may be quoted separately.

17.6 Eligibility

Layaz Care applies primarily to jewellery originally designed and manufactured by Layaz.

Jewellery created through Layaz's Jewellery redesign, remodelling, or reconstruction services may also be eligible for Layaz Care, subject to assessment by Layaz.

Where a redesigned piece incorporates customer-supplied gemstones, heirloom gemstones, inherited gemstones, or gemstones not originally supplied by Layaz, Layaz Care applies only to the Layaz workmanship, setting, and newly manufactured components of the redesigned piece.

While Layaz takes reasonable care during the removal, assessment, setting, and servicing of customer-supplied gemstones, Layaz cannot guarantee against:

• Pre-existing chips, fractures, inclusions, abrasions, or weaknesses;

• Hidden defects that are not visible prior to manufacture or servicing;

• Damage resulting from the inherent fragility or condition of the gemstone;

• Age-related deterioration;

• Previous repairs, treatments, enhancements, or modifications;

• Damage resulting from ordinary wear, accidental impact, or external forces.

Where a customer-supplied gemstone is used in a redesigned piece, Layaz Care does not provide insurance or replacement coverage for that gemstone.

If, during inspection, servicing, cleaning, maintenance, or repair, Layaz identifies a concern regarding the condition or stability of a customer-supplied gemstone, Layaz may recommend additional work, limitations on wear, or may decline to perform certain services where continuing would create an unreasonable risk of damage.

Customer-supplied precious metals incorporated into a redesigned piece are covered only to the extent that the issue relates to Layaz's workmanship in the redesigned jewellery and not to pre-existing wear, contamination, porosity, metal fatigue, previous repairs, or other conditions inherent in the original material.

17.7 Service Limitations

Certain gemstones and jewellery types may not be suitable for ultrasonic cleaning, steam cleaning, polishing, refinishing, or other maintenance procedures.

‍Layaz will determine the most appropriate treatment method based on the gemstone type, jewellery design, and condition of the item.

Layaz may decline any service that could reasonably risk damage to the jewellery or gemstones.

17.8 Booking Services

To book a Layaz Care service, please contact: Layaz Jewellery Limited

‍Email: info@layaz.co.nz

‍Phone: 0800 450 058

‍Website: www.layaz.co.nz

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Proof of purchase or sufficient evidence that the jewellery was purchased from Layaz may be required.

17.9 Transferability

Layaz Care benefits are associated with the original jewellery item and may only be used in relation to that item.

‍Layaz may require proof of ownership before providing services.

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17.10 Changes to the Programme

‍Layaz may amend, replace, or discontinue the Layaz Care programme for future purchases at any time.

‍Any Layaz Care programme already purchased or granted will continue to be provided in accordance with the terms applicable at the time of purchase, unless otherwise agreed with the customer.

17.11 New Zealand Law

Nothing in this policy limits, excludes, or replaces any rights or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law that cannot legally be excluded.

This policy is governed by New Zealand law.

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Questions:

If you have any other questions regarding our T&C, please get in touch with us:

Email: info@layaz.co.nz

Ph: 0800 450 058 (Toll Free New Zealand Only)