Refund Policy

Updated October 2026. 

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

FAULTY ITEMS

If an item is faulty, your rights are protected under the Consumer Guarantees Act 1993 (New Zealand) and, for customers in Australia, the Australian Consumer Law. In these cases, we will offer a repair, replacement, or refund as appropriate. This applies to all items, including earrings and sale items.

CHANGE OF MIND RETURNS

We are happy to accept change of mind returns requested within 30 days of receiving your order, provided the item is:

• Unworn and in as new condition

• In its original packaging, with tags and all accompanying documents, including certificates where provided

• Accompanied by proof of purchase

ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND

• Earrings, for hygiene reasons

• Resized rings (whether adjusted during or after purchase)

• Engraved pieces

• Custom, bespoke, or made-to-order items

• Sale items

• Gift cards

This does not affect your rights if an item is faulty.

HOW TO START A RETURN

Please contact us at hello@biancaray.com with your order number and reason for return. Once approved, we will send you return instructions and a pre-paid return label.

Returns sent without prior approval will not be accepted.

You are also welcome to return items in person at our Herne Bay showroom, by appointment, with your order confirmation or tax invoice.

RETURN ADDRESS

BIANCA RAY, 158a Jervois Road, Herne Bay, Auckland 1011, New Zealand. Phone: +64 9 909 7898.

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

ASSESSMENT AND PROCESSING

All returns are inspected on arrival. Repairs, exchanges, or refunds are processed in line with New Zealand consumer law, the Australian Consumer Law where it applies, and our Terms of Service.

REFUNDS

Refunds are issued to the original payment method within 10 business days of approval. Please allow additional time for your bank or card provider to complete the transaction.

For cash purchases, refunds may be processed by bank transfer to the original purchaser.

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

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

EXCHANGES

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

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.

DISPUTES AND RESOLUTION

This policy is governed by the laws of New Zealand. This does not affect any rights you have under the consumer laws of your country of residence. Both you and Bianca Ray agree to first attempt to resolve any dispute in good faith within 30 days before proceeding further.