Refund policy

Last updated: 3 October 2026

At a glance

  • Returns accepted: yes. Every Luzari jade piece can be returned, sale-priced pieces and pieces bought with the pair offer included. There are no excluded items.
  • Return window: 90 days from the delivery date shown in your tracking.
  • Condition: unworn, undamaged and returned in the Luzari gift box it came in.
  • Restocking fee: none (0%, no cost) on every return.
  • Return postage: you pay it for a change-of-mind return. We pay it when the item is faulty, damaged or wrong, and we also refund your original shipping charge.
  • Refund: to your original payment method within 7 business days of your return reaching us. To start a return, email support@luzari.co or use our contact form.

Your 90-day return window

You have 90 days from the delivery date shown in your tracking to return an item. Please contact us within those 90 days to start the return. The same 90-day window applies to every order delivered to New Zealand, Australia, the United States, Canada, the United Kingdom, Denmark and Sweden.

What you can return

Any Luzari bracelet or chain, including pieces bought at a sale price or with the "Buy 1, Get 1 50% Off" pair offer. For a change-of-mind return the piece must be:

  • unworn,
  • undamaged, and
  • returned in its original Luzari gift box.

These conditions apply to change-of-mind returns only. They never limit your rights when an item is faulty, damaged or wrong.

If you return one piece from a pair bought with the "Buy 1, Get 1 50% Off" offer, we refund the amount you actually paid for that piece after the discount.

Change-of-mind returns

  • No restocking fee (0%, no cost).
  • You pay the return postage. We recommend a tracked service and keeping your proof of postage until your refund is confirmed.
  • We refund the price you paid for the item. Shipping you paid on an order under $89.95 USD (the $9.95 USD flat rate) is not refunded on a change-of-mind return.

Damaged or wrong item

If your item arrives damaged or is not the item you ordered, email support@luzari.co within 48 hours of delivery with your order number and a photo of the item and packaging.

  • We pay the return postage.
  • You choose a free replacement or a full refund, including any shipping you paid.
  • No restocking fee.

If an item develops a fault later, contact us. Your rights for a faulty product under the New Zealand Consumer Guarantees Act 1993 are not limited by the 48-hour or 90-day periods.

Missing or incomplete order

If an item is missing from your parcel, or you received fewer items than you ordered, email support@luzari.co within 7 days of delivery with your order number and a photo of what you received. We send the missing item or refund it in full, whichever you prefer, at our cost.

Parcel never arrived

If tracking shows no delivery 10 business days after the end of the 3 to 5 business day delivery window in our Shipping Policy, or tracking shows the parcel lost, contact us. We will re-send your order or refund you in full to your original payment method, whichever you prefer.

How to start a return

There are two ways to start a return:

Please include your order number, the item or items you are returning, the reason for the return and, for a damaged or wrong item, a photo. We reply within 24 to 48 hours on working days with your return instructions.

Then pack the item securely in its Luzari gift box, add a note with your order number and post it to our return address. Returns are by mail only.

Return address

NZ Supps Limited, trading as Luzari, 97B Keith Street, Roslyn, Palmerston North 4414, New Zealand

Please do not send returns to any other address.

How your refund works

  • We check your return and issue your refund within 7 business days of the return reaching us. We email you when the refund is issued.
  • Refunds go to your original payment method only, in the currency you were charged.
  • After we issue it, your bank or card provider usually takes 5 to 10 business days to show the refund on your statement.
  • We never deduct a fee from your refund.

Business days are Monday to Friday, excluding New Zealand public holidays.

If a change-of-mind return does not meet the conditions

If a returned piece has been worn or damaged after delivery, or arrives without its gift box, we will email you photos and explain. We cannot refund it, and we will contact you to arrange sending it back to you. This never applies to an item that arrived faulty, damaged or wrong.

Exchanges

For a different piece or size, return the original under this policy and place a new order. If you received a damaged or wrong item, we can send the correct item as a free replacement.

Cancelling an order

You can cancel free of charge before your order is dispatched. Email support@luzari.co with your order number as soon as possible, because orders are packed and shipped quickly. We refund a cancelled order in full to your original payment method within 7 business days. Once an order has shipped, this return policy applies instead.

UK and EU cancellation rights

If you live in the United Kingdom, Denmark or Sweden, you also have a statutory right to cancel an online order within 14 days of receiving it without giving a reason. Our 90-day return window is longer than this period and runs alongside it. To cancel, tell us clearly by email or through the contact form, then send the item back within 14 days of telling us. Nothing in this policy reduces your statutory cancellation rights.

Your consumer rights

Nothing in this policy limits rights that cannot lawfully be limited, including your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986, and any consumer law where you live.

Business and contact details

  • Website name: Luzari (luzari.co)
  • Company name: NZ Supps Limited, trading as Luzari
  • Address: 97B Keith Street, Roslyn, Palmerston North 4414, New Zealand
  • Email: support@luzari.co
  • Contact form: luzari.co/pages/contact
  • Phone: +64 27 561 6261
  • Customer service: Monday to Friday, 9:00 am to 5:00 pm New Zealand time (NZT). We reply within 24 to 48 hours on working days.

Related pages: Contact | FAQ | Shipping Policy | Return and Refund Policy | Privacy Policy | Terms of Service | Contact Information