Easy Returns, Exchange & Cancellations
Refund policy
We follow the Consumer Guarantees Act (CGA) of New Zealand to protect our customers in their purchases. We provide product guarantees, repairs, returns, and exchanges.
Product Guarantees
We ensure all our products are brand new unless stated so, and of high quality. X-ray machines are present in the store for you to verify the gold purity of our gold products. Our diamond products also have a certification included with your purchase. Before purchasing, inspect the product thoroughly, and for online purchases, you can ask for as many photos as you need. You will be made aware if there are any scratches/damages on our product, which rarely happen, before your purchase.
Please note that the purity of gold affects its durability. The purer the gold, the more fragile it becomes. Customers should expect that items with higher gold purity may be more prone to scratching or damage.
You can always contact us for any questions online by sending us a message through the website or our social media channels on Facebook, Instagram, or WhatsApp.
Repairs on Damaged Items
Damages done after the purchase of an item are allowed to be repaired in our shops for an additional cost. Repair costs vary from one jewellery to another, depending on the method required. If you have damaged your jewellery, send us a message for a quotation and arrangement.
Return Policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return (for credit).
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at admin@sonasansaar.co.nz. If your return is accepted, we’ll send you a return shipping label, along with instructions on how and where to send your package. Items sent back without prior authorization will not be accepted. Return postage is covered by the customer through their preferred courier service, and this cost is non-reimbursable by Sona Sansaar.
Exceptions / non-returnable items
Certain types of items cannot be returned, like damaged goods, worn goods, and goods which have left the showroom for more than 7 days. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Sona Sansaar will only allow exchanges within 7 days if it is unworn and in new condition.