Refund policy

Returns, Refunds & Satisfaction Policy

Made-to-Order Policy

Henry Francis jewellery is made to order and produced specifically for each customer, based on the final design and stone selected.

For this reason, we do not accept returns or exchanges for change of mind. This includes preferences around style, size, or appearance once the order has been confirmed.

If an item is faulty or damaged due to a manufacturing issue, we will address it in line with the policy below.

Lifetime Manufacturing Warranty

Henry Francis provides a lifetime manufacturing warranty covering defects in workmanship.

If a manufacturing defect is confirmed, we will offer one of the following remedies at our discretion:

  • Repair

  • Replacement

  • Refund

This warranty applies only to manufacturing faults and does not cover wear and tear, accidental damage, or misuse.

Repairs or alterations carried out by any jeweller other than Henry Francis will void this warranty.

Inspecting Your Order

Please inspect your jewellery upon delivery.

If you believe there is an issue, contact support@henryfrancis.com as soon as possible with:

  • Your name

  • Order number

  • A description of the issue

Returns must be approved before being sent to ensure they are processed correctly.

Manufacturing Assessment Process

Once an item is received, it will be inspected at no cost to determine whether the issue is due to a manufacturing defect.

If a manufacturing defect is confirmed, we will proceed with repair, replacement, or refund.

If the issue is not related to manufacturing, we will provide available repair options and an estimate for approval.

Shipping for Inspection

When returning a ring for inspection, secure insured shipping is required.

To cover the cost of insured return shipping:

  • New Zealand customers: NZD $30

  • International customers: NZD $300

If the issue is confirmed as a manufacturing defect, this amount will be refunded in full.

If no manufacturing defect is found, the amount is retained to cover insured return shipping.

These amounts reflect the cost of securely transporting high-value jewellery.

What Is Covered

Examples of issues that may be covered under the lifetime manufacturing warranty include:

  • Loose or uneven settings identified on delivery

  • Surface pores or structural blemishes identified on delivery

  • Damage present at delivery or during servicing performed by Henry Francis

What Is Not Covered

The following are not considered manufacturing defects and are not covered:

  • Normal wear and tear

  • Accidental damage

  • Misuse or improper care

  • Damage caused by chemicals or harsh environments

  • Damage from high-impact activities or manual labour

  • Loss or theft of jewellery or stones

  • Stone damage caused by impact or force

  • Plating wear

  • Change of mind or preference

  • Pricing differences found elsewhere

Diamonds are durable but not indestructible. Damage caused by impact is not considered a manufacturing fault.

Contact

For any questions regarding returns, inspections, or warranty claims, please contact support@henryfrancis.com

Policy Updates

By purchasing from PHF Limited (Henry Francis), you agree to the terms outlined above. Henry Francis reserves the right to update this policy where required.