TE KORE JADE — RETURNS & REFUNDS
Last updated: August 2026
At Te Kore Jade, every piece is individually selected and handcrafted. We want you to be happy with your taonga and encourage you to contact us if there is a problem with your order.
Change-of-Mind Returns
For standard, non-custom products, Te Kore Jade offers a 14-day change-of-mind return period.
To request a change-of-mind return:
* Please contact us within 14 days of receiving your order
* the item must be unused and in its original condition
* the item must be returned with its original packaging where reasonably possible
* the item must not have been altered, damaged or worn.
* Please include your order detail when contacting us.
Customers are responsible for return postage for change-of-mind returns.
Once the item has been safely received and inspected, an approved refund will be processed.
Original shipping costs are not refundable for change-of-mind returns.
Custom & Commissioned Taonga
Because custom pieces are created specifically for an individual customer, custom or commissioned taonga are not eligible for change-of-mind returns.
However, this does not affect your rights under Australian Consumer Law.
If your custom piece has a fault, is significantly different from what was agreed, or otherwise fails to meet the applicable consumer guarantees, please contact us so we can assess the appropriate remedy.
Faulty or Damaged Items
If your item arrives damaged or you believe there is a fault, please contact us as soon as possible.
Please provide:
* your order number
* a description of the issue
* photographs of the item and packaging where relevant.
We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement or refund.
Incorrect Item
If we send you the wrong item, please contact us as soon as possible.
We will arrange an appropriate solution and cover reasonable return postage where the error was ours.
Natural Characteristics of Pounamu
Pounamu is a natural stone and every piece is unique.
Natural differences in colour, pattern, translucency, inclusions and markings are expected and are not necessarily defects.
These characteristics are part of the individuality and beauty of each piece.
Refunds
Approved refunds will generally be made using the original payment method.
The time for a refund to appear in your account may depend on your bank or payment provider.
Contact
For all returns and refund enquiries:
Te Kore Jade
Email: tekorejade@gmail.com
Phone: +61 451 689 655
Important: This policy is intended to work alongside your rights under Australian Consumer Law. A store policy cannot take away statutory consumer guarantees.