Warranty, Returns & Cancellations


Warranty

We’re proud to be operated in New Zealand and we stand behind the quality of our products. Stow products are designed and handcrafted to the highest standards. We use the finest quality materials for all of our products. Like all quality jewellery, Stow products require special care.
 

12-Month Warranty

Stow products are covered by a 12-month warranty against manufacturing faults. If we confirm that a product is faulty, it will be repaired, replaced or refunded as appropriate. Please provide proof of purchase when making a claim.

Our warranty reflects the care and craftsmanship behind every Stow piece, giving you confidence in the jewellery you choose to invest in.

Our warranty is provided in addition to any rights you may have under applicable consumer law, which may continue beyond the 12-month warranty period.

Stow Lockets are designed to hold Stow petite charms. Damage caused by placing other charms, gemstones or keepsakes inside your locket is not covered by the Stow warranty.

This warranty does not cover:
  • General wear and tear including tarnishing and scratching.
  • Mistreatment of jewellery: broken, bent, stretched or scratched products caused by being dropped, pulled, knocked or otherwise mistreated.
  • Failure to care for Stow products as per our Cleaning and Care Guidelines.
  • Lost or stolen items: insurance cover is advisable on all valuable jewellery.
  • Unauthorised repair or alteration to the product.
  • Damage caused by wearing Stow products alongside other non-Stow products.
  • Natural variation: Stow products are handmade, so slight variations between products may exist, which add to the beauty of the product and are not considered faults. Products may vary in appearance, colour and size (from other units of the same product and from product images used in promotional materials).

To make a claim, please follow our Returns Policy.

Returns

Please choose carefully. Except where required by applicable law, Stow Lockets does not accept returns for change of mind. Eligible orders shipped to the European Union may be returned under the EU 14-day cooling-off period outlined below.

Within 12-month warranty with proof of purchase 

Stow can only process returns for product purchased from here at stowlockets.com
If you purchased your product from a retail store or another website, please contact them direct. For stockist contact details please visit our stores page.

Products purchased from stowlockets.com

If your product is within the Stow product warranty and you have proof of purchase:

  1. Request a copy of our Returns Form by emailing info@stowlockets.com
  2. Complete the Returns Form & attach proof of purchase 
  3. Package** & return your defective product via Courier Post or NZ Post***
  4. Keep proof of your shipment (including tracking number) until your return has been fully processed

Outside the 12-month warranty period

Your rights under applicable consumer law may continue after our 12-month warranty period ends. If you believe your product is faulty, please contact the retailer you purchased it from. For products purchased from stowlockets.com, please contact us at info@stowlockets.com.

You may be asked to provide proof of purchase, such as a receipt, order confirmation or bank statement.

Please note:

  • Stow Lockets does not accept returns on change-of-mind purchases, except where required by law, including eligible orders shipped to the European Union under the EU 14-day cooling-off period.
  • If we confirm that a product has a manufacturing fault, it will be repaired, replaced or refunded as appropriate.
  • A completed Returns Form and proof of purchase must be included with products returned directly to Stow.
  • Return postage charges are not refundable, unless the item is faulty or we have agreed otherwise.
  • Stow is not liable for packages that are lost or damaged during the transfer.
  • ** You are responsible for any returned product until it arrives at Stow Lockets. Therefore you must package your returns securely to prevent damage during transit (we strongly recommend utilising the original packaging).
  • *** these companies will deliver direct to our PO Box address.


For additional information on our return policies, please contact our Customer Service department at info@stowlockets.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards. Sale items are not eligible for change-of-mind returns, except where required by law, including eligible orders shipped to the European Union under the EU 14-day cooling-off period.

Exchanges
We do not offer change-of-mind exchanges, except where required by law. If your item is faulty, please contact us so we can assess the issue and arrange a repair, exchange or replacement where appropriate.

European Union 14-day cooling-off period

Notwithstanding the above, if your order is being shipped to an address in the European Union, you have the right to cancel or return your eligible order within 14 days, for any reason and without giving a justification. The 14-day cooling-off period starts from the date the last item in your order is delivered.

Your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need your receipt or proof of purchase.

To exercise this right, please submit a return or cancellation request through your customer account/orders page, or contact us at info@stowlockets.com.

For EU cooling-off returns, you are responsible for the cost of returning the item to us, unless we have agreed otherwise or the item is faulty.

For eligible EU withdrawal requests, we will process your refund within 14 days of receiving your cancellation/withdrawal request. Where the order has already been delivered, we may wait until we have received the goods back, or until you provide evidence that you have sent them back, whichever occurs first.

Refunds
For returns other than those made under the European Union cooling-off period, we will notify you once we have received and inspected your return and advise whether your refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@stowlockets.com.