Returns, Refunds & Exchanges

Online Purchases

Please contact us at orders@silvermoon.co.nz before returning any items by post.


New Zealand Returns:

Items purchased online may be:

  • Returned or exchanged at any Silvermoon store, or

  • Couriered back to Silvermoon

Australian Returns:

Items purchased they must be Couriered back to the address supplied by Silvermoon

Return shipping costs are the responsibility of the customer. Silvermoon is not responsible for items lost during return transit. We strongly recommend using a courier service with Track & Trace.

Please note: we are currently unable to accept returns, refunds, or exchanges for international orders outside of New Zealand or Australia.

Returns Policy

Silvermoon offers a 28-day returns policy for change-of-mind purchases. Items must be received back by Silvermoon within this 28-day period, otherwise the return may not be accepted.

Items discounted at 25% or more are not eligible for return, refund, or exchange.

All returns and exchanges are subject to inspection by a Silvermoon team member. Items must be returned in new and unused condition to be eligible for a return, refund, or exchange. Please ensure your return includes all original packaging and components, including (but not limited to) spare watch links, gift‑with‑purchase items, instruction booklets, and the original box provided with the item.

Returns that do not comply with our policy will not be accepted, and no refund will be issued. In this instance the customer will be responsible for the cost of return postage to have the item sent back.


Faulty Items

If you receive an item that is faulty or defective, please contact us as soon as possible so we can arrange an urgent replacement.

Online Refunds

Items returned directly to a store cannot be refunded on-site. The store team will notify our web team so the refund can be processed.

Once processed, please allow up to 3 working days for the refunded amount to appear in your account, as processing times vary by bank. Refunds are issued via your original payment method, and you will receive an email confirmation once your refund has been processed.

Afterpay

Any purchase made on Afterpay will be refunded via Afterpay. You will not be given a Cash/Card refund under any circumstances. 

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In-Store Purchases

Returns & Exchanges

Items purchased in store must be returned in store.

Silvermoon offers a 28-day returns policy for change-of-mind purchases.

Items discounted at 25% or more are not eligible for return, exchange, or refund.

All returns and exchanges are subject to inspection by a Silvermoon team member. Items must be returned in new and unused condition to be eligible for a return or exchange. Please ensure your return includes all original packaging and components, including (but not limited to) spare watch links, gift‑with‑purchase items, instruction booklets, and the original box provided with the item.

Returns that do not comply with our policy will not be accepted, and no refund will be issued nor exchange allowed. 

Refunds

Silvermoon stores do not offer cash or card refunds.
Approved refunds are issued as a Gift Card or Credit Note only.

Sale Items

Sale items (items sold at a discount of 25% or above) purchased In Store or Online cannot be returned or exchanged due to change of mind. We will, of course, meet our obligations as per the Consumer Guarantees Act on these goods, and meet all Warranty obligations. 

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Warranty

All our products come with a warranty from between 6-24months (Brand dependent). A warranty claim can be lodged on an item with a manufacturers fault. Warranty does not cover general wear & tear or damaged caused by the customer. Please ensure you follow all care procedures for your items. How your warranty claim is processed is at the discretion of the brand of your item. You may get a repair, replacement or refund at the discretion of the Brands service department. All our practices align with our obligations under the consumer guarantees act. If you would prefer a specific outcome, please advise us and we will do our best to negotiate on your behalf.  For items purchased online please contact customersupport@silvermoon.co.nz. For items purchased instore please contact the store directly. 

Repairs

We are not a manufacturing jeweller, so we are unable repair items on site. We can suggest jewellers in your area if you require a repair or modification on an item that is not covered by warranty. In selected cases we may be able to return an item to the brand supplier for repair at your cost. Please talk to our staff instore or contact us at customersupport@silvermoon.co.nz if you have an item purchased from Silvermoon that needs a repair.