Client Care and Our Village Goldsmith Guarantee

For over forty years clients have trusted The Village Goldsmith’s team of experienced designers and master jewellers to capture their stories and memories with handcrafted jewellery of exceptional quality and value. We strive to provide expert, personalised advise and service and are committed to creating stunning, original jewellery that will be treasured for generations. Ensuring you have a wonderful experience when you purchase jewellery from The Village Goldsmith is of paramount importance to us. Learn more about our client care policies below.

The Village Goldsmith’s purpose is to help our clients to capture stories and craft memories with exceptional, original jewellery. We stand behind the quality and craftsmanship of our products and The Village Goldsmith, Ltd. warrants that all items will be free from defects in materials and craftsmanship for a period of 5 years from the date of purchase. If you believe there is a manufacturing defect, you should contact us immediately to arrange a return for inspection by either The Village Goldsmith or a jeweller authorised by us. If, after our assessment of the jewellery, we determine your jewellery is damaged as a result of a manufacturing or materials defect, we will repair the product, or, if appropriate; replace it. If the product is no longer available, at our discretion, we may offer a replacement that matches the original as closely as possible, or, offer a store credit equal to the original purchase price. This warranty is not available if the jewellery has been altered by a third party or a jeweller other than The Village Goldsmith. Please note that minor irregularities and variations in craftsmanship that are considered part of the nature of a bespoke item are not considered defects. Natural characteristics or internal inclusions that are visible or invisible in all gemstones are also not considered defects.

Wear and tear damage is not included in this warranty and The Village Goldsmith, Ltd. reserves the right to assess the extent and likely source of any damage. 

If we determine the damage is not caused by a manufacturing or material defect, we will notify you and organise a quote for restoration or repair services. Our warranty doesn’t cover wear and tear or situations when your jewellery has been exposed to chemicals such as cleaning products, chlorine or even salt water – which can cause damage to precious metals and gemstones. With everyday wear over time, precious metals can wear thin. Diamonds and gemstones may crack, chip or break if they meet hard surfaces such as stone, metal, or glass. Please see our jewellery care guide for tips to protect your investment. 

We want our clients to love their Village Goldsmith jewellery. We offer clients who purchased in store an exchange or store credit if the piece is returned within 14 days of purchase. As online clients are unable to try a piece on, we offer refunds, exchanges or store credit on online purchases if returned within 14 days of receipt. All returns, whether from store or online purchases, must be in original, unworn condition with tags intact and returned with all of their original packaging and documentation. Bespoke custom jewellery, engraved jewellery, and sale items are not eligible for return. Please see additional conditions on our returns and refunds page. Please contact us to initiate return or with any questions.

60 Day Resizing Policy

If the ring size you provided to us for a wedding or engagement ring turns out not to be correct, The Village Goldsmith will offer one free resizing of up to two sizes on new engagement or wedding ring purchases that are able to be resized. If your ring needs to be resized by more than two sizes, there may be an additional charge, or your ring may need to be remade. To be eligible for our resizing service you must contact us within 60 days of the wedding or engagement ring order being ready for collection or delivery to discuss your resizing requirements and to determine the return process to The Village Goldsmith or an authorised jeweller. We are unable to offer resizing services outside of NZ, however the ring could be shipped, at owners’ cost, to The Village Goldsmith in New Zealand for resizing.  Please contact us with any questions. 

Clients must retain The Village Goldsmith, Ltd Certificate of Craftsmanship for Bespoke Custom jewellery. It is the responsibility of the client to ensure an annual inspection, clean and polish service is arranged with The Village Goldsmith or a jeweller authorised by The Village Goldsmith. 

This warranty will be void if any of the following applies: 

• The item has not received an annual inspection, clean and polish service by The Village Goldsmith or jewellers authorised by The Village Goldsmith. 
• General wear and tear or damage through misuse, neglect, or accident. 
• Discolouration of precious metals caused by: chemicals, excessive heat, make-up, atmospheric conditions, or environmental factors outside of The Village Goldsmith’s control. 
• Immersions in pools, baths or hot-tubs or salt water. 
• The loss of a gemstone if signs of wear and tear are evident.  
• Used for a purpose of which the product was neither sold nor designed for. 
• Product loss or theft. 
• Repair or service performed by a jeweller other than The Village Goldsmith, or its authorised jewellers will void the warranty. 

We recommend that you maintain independent insurance cover for your jewellery. 

Once The Village Goldsmith warranty expires, 5 years from purchase, we will continue to offer premium service for any item purchased from The Village Goldsmith. Services may incur a cost which will be agreed upon by the client and jeweller prior to commencing any service. You may also return your jewellery to us for free inspection, cleaning and polish service by a jeweller – including prong/claw tightening. Please note that if you're unable to drop/collect your piece from our Wellington workshop a $10 each way courier fee would apply within New Zealand. We highly recommend using the Security Express courier service in instances where there is high/sentimental value jewellery being shipped. This will ensure you are covered for the correct amount of insurance. The minimum cost for this service one way is $135. If this is something you are interested in, please let us know your address and we will secure a quote for you. To protect your investment, we strongly recommend that you have your ring inspected annually and have any maintenance done as needed.