Returns Policy
Last updated 8 September 2026.
Our promise
It's simple: we want you to be happy with your purchase. If you're not satisfied with your purchase for any reason, contact us at enquiries@fireandice.co.nz before returning any items, and we'll refund the cost of the goods. All returns must be made within 30 days of dispatch.
Please get in touch before you send anything back. It lets us confirm the return, tell you where to post it, and sort out the fastest fix for you.
Change of mind
If you simply change your mind, contact us within 30 days of dispatch and we'll refund the cost of the goods once the item is back with us.
The customer pays for any freight charges incurred on a change-of-mind return. Refunds for damaged returns are given at the discretion of management.
Faulty items and your rights
Fire and Icecomplies with the New Zealand Consumer Guarantees Act 1993. If an item is faulty, doesn't match its description, or isn't fit for its normal purpose, you have the right to a repair, replacement or refund. Which of those applies depends on the failure: for a minor problem we may repair or replace the item, and for a serious failure you can choose a refund or a replacement. Nothing in this policy limits or replaces your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, which requires us to describe what we sell accurately.
If a return is due to a shipping error, fault, or product damage, Fire and Ice covers the cost of the return postage.
Gemstones, pearls and other natural materials vary in colour, shape, markings and size from piece to piece. That natural variation is part of the stone and is not a fault. If a piece looks different from what you expected, contact us and we'll talk it through with you.
How to return an item
- Email enquiries@fireandice.co.nz or phone +64 3 304 7804 before sending anything back.
- Include your order number, the item you want to return, and what the problem is.
- We'll reply with return instructions and the address to send the item to.
- Post the item back to us, and let us know once it's on its way.
Refunds
Approved refunds cover the cost of the goods and go back to the payment method used for the order. Card payments are refunded through Stripe, our payment provider, and it can take several business days for the money to appear on your statement, depending on your bank.
Damaged in transit
If your order arrives damaged, contact us promptly with your order number and a photo of the damage if you can. Delivery and insurance cover is set out on our Shipping Info page, and we'll sort out a replacement or refund with you.
Contact us
Fire & Ice Gemstone Jewellery Specialists Limited
6 Church Street, Akaroa 7520, New Zealand
Phone: +64 3 304 7804
Email: enquiries@fireandice.co.nz