Bianca Ray, based in Auckland, New Zealand, offers a considered and straightforward return policy on eligible lab-grown diamond jewellery. Return shipping is provided on approved returns.

In this policy, “we”, “us”, and “our” refer to Bianca Ray (NZBN: 9429051649913).

RETURNS OVERVIEW

We accept returns under the following conditions:

If an item is faulty, your rights are protected under the New Zealand Consumer Guarantees Act. In these cases, we will offer a repair, replacement, or refund where appropriate.

For change of mind returns, eligibility is subject to our General Terms and Conditions of Purchase.

NON-RETURNABLE ITEMS

The following items cannot be returned:

Earrings

Resized rings (whether adjusted during or after purchase)

Engraved pieces

Custom, bespoke, or made-to-order designs

RETURN CONDITIONS

All items must be returned in as new condition. This means unworn, with original tags, packaging, and all accompanying documents, including certificates where provided.

RETURNS FOR IN-STORE PURCHASES

Items purchased in store can be returned to any Bianca Ray store within the country of purchase.

ONLINE PURCHASE RETURNS

Online purchases can be returned in store within the country the item was delivered to, along with your order confirmation or tax invoice.

Alternatively, for postal returns, please contact returns@biancaray.com with your order details and reason for return.

RETURN SHIPPING

For approved returns, we provide a pre-paid return label. This ensures a simple and cost-free return process for our customers.

Send returns to:

BIANCA RAY

158a Jervois Road

Herne Bay

Auckland 1011

New Zealand

Please include your order confirmation, invoice, or receipt inside the package.

 

ASSESSMENT AND PROCESSING

All returned items are inspected upon arrival. In some cases, items may be sent to our Head Office for further assessment.

Repairs, exchanges, or refunds are processed in line with New Zealand Consumer Law and our Terms and Conditions within a reasonable timeframe.

REFUNDS

Refunds are issued to the original payment method.

For cash purchases, refunds may be processed via bank transfer or debit card to the original purchaser.

If returning a gifted item, please note that refunds can only be issued to the original payment method.

30 DAY RETURN WINDOW

Returns must be requested within 30 days of receiving your order.

Items must be in as new condition, unworn, in original packaging, and accompanied by proof of purchase.

INITIATING A RETURN

To begin a return, please contact returns@biancaray.com.

Once approved, you will receive return instructions and a pre-paid shipping label.

Returns sent without prior approval will not be accepted.

DAMAGED OR INCORRECT ITEMS

Please inspect your order on arrival. If your item is damaged, faulty, or incorrect, contact us as soon as possible so we can resolve this promptly.

EXCHANGES

To exchange an item, please return the original piece and place a new order. This allows us to process your replacement quickly.

SALE ITEMS AND GIFT CARDS

Sale items and gift cards are final sale and cannot be returned.

REFUND TIMEFRAMES

Once your return has been approved, refunds are processed within 10 business days.

Please allow additional time for your bank or card provider to complete the transaction.

If more than 15 business days have passed since approval, please contact returns@biancaray.com.

DISPUTES AND RESOLUTION

These Terms are governed by the laws of New Zealand.

Both you and Bianca Ray agree to first attempt to resolve any dispute in good faith within 30 days before proceeding to formal action.

If over 15 business days have passed since we approved your return without seeing the refund, please get in touch at returns@biancaray.com