Return and Refund Policy

At Polish & Pan, we take pride in the quality of our handcrafted pounamu and gold products. We want you to be happy with your purchase and will work to resolve any genuine issues with your order.

Returns

If you change your mind about your purchase, please contact us within 14 days of receiving your order.

To be eligible for a change-of-mind return, your item must be unused, unworn, in its original condition, and returned with its original packaging where applicable.

Please contact us before returning an item so we can provide return instructions.

Unless the item is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer.

One-of-a-Kind Pounamu Pieces

Many of our pounamu pieces are individually handcrafted and completely unique. Where a product listing states that the exact piece pictured is the piece you will receive, the photographs form an important part of the product description.

Pounamu is a natural stone and may contain variations in colour, translucency, inclusions, markings, texture, and other natural characteristics. These are part of what makes each piece unique and are not considered faults or defects.

We make every effort to photograph our pounamu accurately. However, colours and translucency may appear slightly different depending on lighting, backlighting, photography, and the screen or device being used.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, is faulty, or you receive the wrong item, please contact us as soon as possible at info@polishandpan.nz and include photographs of the item and packaging where relevant.

We will assess the issue and, where appropriate, arrange a replacement, repair, refund, or other suitable solution.

Custom or Personalised Items

Custom-made, personalised, engraved, altered, or specially commissioned products cannot normally be returned for a change of mind.

This does not affect any rights you may have under applicable consumer protection laws.

Gold Products

Due to the nature and value of gold products, returned items must be in their original condition and must not have been altered or damaged.

We reserve the right to verify returned gold products before approving a change-of-mind refund.

Return Shipping

For change-of-mind returns, customers are responsible for the cost and risk of returning the item to us.

We strongly recommend using a tracked and insured shipping service, particularly for valuable pounamu and gold products.

Refunds

Once we receive and inspect an approved return, we will let you know whether the refund has been accepted.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Original shipping charges are generally not refundable for change-of-mind returns.

International Orders

Customers purchasing from outside New Zealand are responsible for any applicable customs duties, import taxes, fees, or other charges imposed by their destination country.

If an international order is returned because the customer refuses delivery or does not pay applicable import charges, costs incurred in recovering or returning the parcel may be deducted from the refund where permitted by law.

Consumer Rights

Nothing in this policy is intended to limit or exclude any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer protection laws.

Contact

Polish & Pan
20 Weld Street
Hokitika, New Zealand
Email: info@polishandpan.nz