Refund policy

Returns, Exchanges & Consumer Rights Policy

At Liquid the Label, we comply fully with the New Zealand Fair Trading Act 1986 and the Consumer Guarantees Act 1993. This means your rights as a customer are protected under New Zealand law — we are obligated to ensure that products are of acceptable quality, match their description, and are fit for purpose.

Our store policy outlines additional conditions specific to hygiene-sensitive items, stainless steel jewelry, and electroform pieces.

All Sales Are Final

Due to the nature of our products, all sales are considered final unless covered by the Consumer Guarantees Act (e.g., faulty or misdescribed items). We do not offer refunds, cancellations, or returns for:

  • Change of mind

  • Incorrect sizing

  • Wear and tear

  • General dissatisfaction

7-Day Exchange Policy for Faulty Items Only

We offer exchanges only for items that arrive damaged or defective. To qualify:

Stainless Steel & Electroform Items Disclaimer

Please note:

  • Stainless steel is a soft metal.

  • While our electroform stainless steel items are waterproof and tarnish-proof, they may show minor scratches due to wear or production.

  • These are not considered faults and are not eligible for refund or return.

Sizing Issues

We do not accept returns for sizing discrepancies. All sizing guides are clearly provided on our website. Customers are responsible for confirming sizing before purchasing.

Conditional Returns – Certain Necklaces

We may approve returns for certain necklace styles on a case-by-case basis, only if:

  • The item is unworn and unused

  • Returned in original packaging

  • Accompanied by a receipt or proof of purchase

  • Return is requested and approved via email

Return Address & Process

To initiate a return:

  1. Email liquidjewelrynz@gmail.com with your return request.

  2. If approved, send the item to:

Liquid the Label
20A Mannering Place
Hillcrest 0627
Auckland, New Zealand

Important:

  • Do not send returns without prior written approval — they will not be accepted.

  • If approved, store credit will be issued (no refunds).

Hygiene-Related Exclusions

  • Earrings cannot be returned if worn.

  • Hygiene-sensitive items are non-returnable unless faulty.

  • Sale items and gift cards are final sale and cannot be returned or exchanged.

European Union 14-Day Cooling Off Period

If you reside in the European Union, you have the legal right to cancel or return your order within 14 days of delivery with no reason required. Items must be:

  • Unworn and unused

  • In original packaging with all tags

  • Accompanied by proof of purchase

Consumer Guarantees Act Compliance (NZ Law)

Under the Consumer Guarantees Act 1993, you are entitled to:

  • A repair, replacement, or refund if the product is faulty, unsafe, or not as described

  • Protection from misleading advertising or unfair business practices under the Fair Trading Act 1986

These rights apply in addition to, and do not override, our store policies.

Store Credit Conditions (If Approved)

Store credit may be issued if:

  • The return is requested within 14 days of delivery

  • The item is unworn, unused, and in saleable condition

  • The return process is followed correctly

  • A Returns Slip is included in the parcel

Return / Exchange Steps

  1. Ensure the item meets return eligibility

  2. Email your return request and receive approval

  3. Package the item carefully in original packaging

  4. Post to:
    Liquid the Label
    20A Mannering Place
    Hillcrest 0627
    Auckland, New Zealand

  5. Email us with your Order Number and Tracking Info

Returns not following this process may not be processed.

Faulty or Damaged Items

Please contact us before sending anything back.

Missing Packages

Liquid the Label is not liable for parcels lost in transit once handed over to the courier (e.g., NZ Post).

According to the Contract and Commercial Law Act 2017 (New Zealand), risk and responsibility for delivery can transfer to the courier once goods are dispatched, depending on the delivery agreement.

  • If your parcel is missing, we will assist with lodging a claim through NZ Post.

  • NZ Post investigations can take up to 3 months.

  • If we are reimbursed for the lost parcel, we will provide a replacement or store credit.

  • No replacements or compensation can be issued unless reimbursement is first received from NZ Post.

LIQUID RENTALS RENTAL AGREEMENT

1.0 Introduction

Please read this Rental Agreement before renting with us to ensure a smooth process. By renting from LIQUID RENTALS, you agree to be legally bound by this Rental Agreement. If you do not agree to these terms, please do not rent with us. This is a legal agreement between you, the renter, and LIQUID RENTALS.

1.1 Payments

All payments must be made through our website at the time of booking to secure your rental. Once payment is confirmed, we will prepare your rental for dispatch or pickup. Please book early to avoid postal delays. Weekend rentals must be booked by 11pm Wednesday to ensure timely delivery. Late bookings may require Saturday delivery.

The standard rental fee covers one use by one renter only. If the garment is shared with another individual, an additional rental fee will be charged. Any damage caused during the rental period is the renter’s responsibility.

By placing a rental order, you also agree that if any overdue payment, late fee, damage fee, replacement fee, missed rental fee, or other penalty remains unpaid, LIQUID RENTALS may recover the debt through Baycorp or another debt collection agency. Any debt collection fees, administration costs, and recovery charges incurred will be on charged to the customer.

1.2 Try Ons

Try ons are usually available on Fridays between 10am and 4pm. Pickup try ons may also be arranged. Items must be returned the same day unless rented. If the item is not returned, the full rental fee will apply. Pickup and drop off hours are 9am to 9pm unless otherwise agreed.

1.3 Shipping and Delivery

We use overnight NZ Post courier for all rentals. Shipping fees are the renter’s responsibility and are calculated at checkout. Tracking details will be emailed upon dispatch.

LIQUID RENTALS does not ship rentals overseas. We only ship New Zealand wide. If you accidentally place a rental order from overseas, we are happy to issue a store credit. Refunds will not be provided in these cases.

We are not liable for delays caused by couriers, especially for bookings made after 12pm Wednesday for the same weekend.

If your address is rural and postage exceeds $15, you may be asked to pay the difference.

1.4 Postal Returns

Prepaid courier bags are included for returns. Rentals must be returned the next working day, being Monday by 3pm, or Tuesday if Monday is a public holiday. Late returns incur a fee of $20 per garment per day. If the late return causes a cancellation for another renter, you will also be charged the applicable rental fee.

From December 20 to January 8, late fees increase to $40 per day.

If you lose the return bag, you must use an overnight NZ Post bag. Items returned via standard post are not tracked and may be lost or delayed. If a garment is stolen from our mailbox due to the incorrect return method being used, you are liable for the full replacement cost and any missed rentals.

1.5 Pick Up and Drop Off

Pick up and drop off is available between 9am and 9pm. Rentals must be returned by Sunday 9pm for weekend hires. Late returns incur fees of $20 per day, and any missed rentals caused by the late return will be charged additionally.

Items must be dropped to the front door. If placed in the mailbox and stolen, you are liable for the full replacement value and any missed rental fees.

Please return all rentals to:
20A Mannering Place, Hillcrest

1.6 Refund Policy

Refunds are not offered for change of mind, fit issues, event cancellations, or accidental overseas rental bookings. For overseas bookings placed in error, store credit may be issued at our discretion.

We may offer store credit or reschedule the rental if notified at least 48 hours in advance for pickups, or before the garment has been posted for shipping orders.

Delays caused by NZ Post after the Wednesday 12pm cutoff are not our responsibility.

Refunds for damaged garments will be assessed on a case by case basis. If you enter incorrect details or choose the wrong delivery method, no refund will be issued. Refunds will only be processed once the garment is returned. Late returns will result in a deduction of $20 per day from any refund owing.

1.7 Cleaning and Damage

Do not wash garments yourself. Rental fees include cleaning. If you wash the garment yourself, a fee equal to 50 percent of the rental fee will be charged.

Damage will be assessed on return. Minor repairable damage will incur a repair fee. Unrepairable damage will require payment of the full recommended retail price of the garment, plus compensation for any missed rentals.

1.8 Content

Any photos you tag us in or send to us may be shared on our website or social media pages. We love seeing you in our pieces.

1.9 Loss of Garment

If a rental is lost during return due to the incorrect postage method being used, or because it was not handed over the counter as required, you are liable for the full recommended retail price of the garment and any missed rental fees.

If tracking states that the garment was delivered but you did not receive it, you must notify us within 24 hours. NZ Post will then open an investigation. If delivery is confirmed, you are liable for the garment.

1.10 Theft and Non Return

If we do not receive the garment back and cannot contact you, legal action may be taken to recover the full cost of the rental, including late fees, missed rental fees, replacement value, Baycorp collection costs, and any other associated recovery expenses.

Failure to return a rental garment is considered a breach of this agreement.

You are liable for the full replacement value of any lost, stolen, or unreturned rental.

1.11 Late Fees

Late fees are $35 per day per item.

Any unpaid late fees, damage fees, replacement fees, missed rental charges, or other outstanding balances may increase by 25 percent weekly until paid in full.

Invoices can be issued on request.

1.12 Debt Collection

By placing an order with LIQUID RENTALS, you agree that any unpaid debt arising from your rental, including but not limited to late fees, damage fees, replacement fees, missed rental charges, administration costs, and enforcement costs, may be referred to Baycorp or another debt collection agency for recovery.

You agree that all debt collection fees, legal costs, administration charges, and recovery costs incurred in relation to your unpaid account may be added to the amount owing and will be payable by you.

Thank you for renting with LIQUID RENTALS.