Returns and Refund Policy
Effective Date: 11/06/2026
1. Overview
As a multi-vendor marketplace, products are sold directly by independent Vendors.
Return and refund requests are handled primarily by the Vendor responsible for the sale.
2. Handmade Products
Customers acknowledge that handmade products may contain natural variations that are characteristic of artisan craftsmanship.
Such variations do not generally qualify as defects and may not be grounds for return.
3. Eligible Returns
Returns may be accepted where:
- The incorrect item was received.
- The item arrives damaged.
- The item materially differs from its description.
- The item contains a manufacturing defect.
Requests should be submitted within 7 days of delivery.
4. Non-Returnable Items
Unless required by law, the following may not be eligible for return:
- Custom-made jewellery
- Personalised jewellery
- Commissioned pieces
- Earrings (for hygiene reasons)
- Items altered at the customer’s request
5. Return Process
Customers should contact the Vendor directly with:
- Order number
- Description of the issue
- Supporting photographs where applicable
The Vendor will review the request and provide return instructions if approved.
6. Return Shipping
Unless the item is defective, damaged, or incorrectly supplied, return shipping costs are generally the responsibility of the customer.
7. Refunds
Approved refunds will be processed by the Vendor using the original payment method where possible.
Refund processing times may vary depending on payment providers and banking institutions.
8. Marketplace Assistance
Although the Marketplace is not a party to the sales contract between customer and Vendor, we may assist in resolving disputes where reasonable.
The Marketplace reserves the right to investigate complaints and take action against Vendors who repeatedly fail to meet expected standards.
9. Consumer Rights
Nothing in this Policy limits any rights afforded to consumers under applicable South African consumer protection legislation.
