Last updated: 29 October 2026
Returns & refunds
Loose laboratory-grown diamonds may qualify for a return. Commissioned jewellery has different change-of-mind terms. Your statutory rights always remain.
Loose laboratory-grown diamonds: voluntary policy
Our voluntary change-of-mind policy accepts a loose laboratory-grown diamond received back within 7 calendar days of purchase, provided the diamond and its original grading certificate and supplied documentation are returned in the same condition. Contact us for safe return instructions. This voluntary purchase-date policy does not shorten the online cancellation rights below.
Online cooling-off rights
Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase without reason or penalty within 7 days after receiving the goods. This period runs from receipt, not purchase, and takes precedence over a shorter voluntary period. The only charge for that cancellation is the direct cost of returning the goods.
Condition and identity verification
Return the same item with its original grading report and supplied documentation. For a change-of-mind return, goods and certification must be in the condition supplied, without wear, damage, substitution, mounting or alteration. We inspect the item and check the report, identifying characteristics and any inscription to verify identity and condition. These conditions do not remove statutory remedies for defective or incorrectly supplied goods.
When the refund is paid
Refunds are paid after we have received and verified the returned goods and documentation. We will explain any discrepancy promptly. Verification will not be used to delay or avoid a legal deadline: where ECTA applies, the refund must be made within 30 days of cancellation. Refunds are made to the original payment method where possible, or to a verified account belonging to the purchaser.
Commissioned jewellery
Our voluntary change-of-mind refund policy does not apply to jewellery commissioned, made, engraved or altered to your specifications. The statutory online cooling-off exclusion applies only where the goods genuinely fall within the applicable made-to-specification or personalisation exception. It does not exclude remedies for defects, a failure to meet agreed specifications, or goods that were supplied incorrectly.
Defects and other statutory remedies
Nothing in this policy limits the Consumer Protection Act or other applicable law. Where its implied warranty applies, qualifying unsafe, defective or non-compliant goods may be returned within 6 months after delivery, with the consumer entitled to the applicable repair, replacement or refund remedy. Statutory claims are not automatically refused because original packaging or a certificate is missing. Return costs and remedies for such claims follow the law.
Start a return
Email info@juwelier.co.za with your order reference, the item and the reason for the return. We will provide the return address and secure delivery instructions. A request for instructions is not an additional condition that removes a statutory cancellation right.