Refund policy

GLAMARITZ JEWELLERS

RETURNS, REFUNDS & EXCHANGES POLICY

Effective Date: 22 September 2026

1. General

This Returns, Refunds & Exchanges Policy applies to purchases made from Glamaritz Jewellers through our online store.

Glamaritz Jewellers is committed to providing quality jewellery and to complying with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy is intended to exclude, restrict or waive any consumer right, warranty, condition or remedy that cannot lawfully be excluded or limited.

Where a provision of this policy conflicts with a mandatory requirement of South African law, the applicable legal requirement will prevail.

2. Returns & Cancellations

We understand that purchasing jewellery online means that customers may only see and assess the item personally after delivery.

For this reason, customers are encouraged to contact Glamaritz Jewellers within 14 days of purchase/delivery should an item not meet their reasonable expectations or should they have concerns about the item.

Where a return is accepted under this customer-friendly return arrangement, the item should be returned in substantially the same condition in which it was supplied, together with its original packaging, certificates, documentation and accessories where applicable.

This 14-day period is intended to provide a convenient opportunity to raise a concern promptly. It does not replace, reduce or limit any statutory consumer rights that may apply for defective, unsafe, incorrectly supplied or non-compliant goods.

Customers retain all applicable statutory rights in terms of South African law, including rights that may arise after the above period.

3. Statutory Rights Relating to Defective or Non-Compliant Goods

South African consumer law provides an implied warranty of quality in respect of qualifying goods.

Among other requirements, goods should be:

  • of good quality;

  • in good working order;

  • free from defects;

  • reasonably suitable for the purposes for which they are generally intended; and

  • reasonably durable having regard to their normal use and the circumstances in which they were supplied.

Where goods fail to satisfy the applicable statutory requirements, the consumer may have statutory remedies available.

In particular, the Consumer Protection Act provides that qualifying goods may be returned within six months after delivery where they fail to satisfy the applicable statutory quality requirements.

Where section 56 of the CPA applies, the goods may be returned without penalty and at the supplier's risk and expense, and the consumer may be entitled to the applicable statutory remedy, including repair, replacement or refund.

This statutory protection applies to qualifying defects and non-compliance. It does not mean that a customer has six months to return an item simply because they have changed their mind or no longer like the item's appearance.

4. Personalised, Custom-Made and Specially Commissioned Jewellery

Certain jewellery may not qualify for cancellation or return where the law permits an exclusion because the item was made or altered specifically for a particular customer.

This may include goods that are:

  • made according to a customer's specifications;

  • clearly personalised;

  • specially commissioned;

  • specifically manufactured for a particular customer; or

  • otherwise incapable of being returned due to their nature.

Where a lawful exclusion applies, such items may not be cancelled or returned merely because the customer has changed their mind.

This does not remove any statutory rights that may apply where the goods are genuinely defective, unsafe or otherwise fail to comply with applicable consumer-protection requirements.

5. Resized, Engraved or Altered Jewellery

Customers are responsible for ensuring that specifications supplied to Glamaritz Jewellers, including ring sizes, engraving details and personalisation instructions, are correct before an order is confirmed.

Where jewellery has been resized, engraved, altered, modified or otherwise customised at the customer's request, the item may fall outside certain cancellation or return rights where the applicable statutory exclusion applies.

This does not remove any statutory rights that may apply where the jewellery is genuinely defective or otherwise fails to meet applicable statutory requirements.

6. Defective or Faulty Jewellery

Glamaritz Jewellers recognises the statutory rights provided to consumers in respect of qualifying defective, unsafe or non-compliant goods.

Where jewellery has a qualifying defect in terms of applicable consumer law, the customer should notify Glamaritz Jewellers as soon as reasonably possible after discovering the problem.

The jewellery may need to be returned for inspection or assessment.

Where the Consumer Protection Act applies, qualifying defective goods may be returned within the applicable statutory period, including the six-month period provided for under section 56 of the CPA.

A return, repair, replacement or refund will not automatically apply where an assessment reasonably establishes that the condition or damage resulted from:

  • misuse;

  • negligence;

  • accidental damage;

  • excessive or inappropriate use;

  • failure to follow applicable care instructions;

  • normal wear and tear;

  • improper storage;

  • unauthorised alteration or repair; or

  • another cause occurring after the goods were supplied and which is not attributable to a qualifying product defect.

Nothing in this section limits a consumer's statutory rights.

7. Reporting a Suspected Defect

Customers are encouraged to notify Glamaritz Jewellers as soon as reasonably possible after discovering a suspected defect.

Prompt notification assists us in investigating the matter and may help prevent further damage.

When reporting a suspected defect, we may reasonably request:

  1. The customer's order number;

  2. Proof of purchase;

  3. Photographs of the jewellery;

  4. Photographs clearly showing the suspected defect;

  5. A description of when the problem was discovered;

  6. Information regarding how the jewellery was used and cared for; and

  7. Any other reasonable information necessary to assess the claim.

Where necessary, Glamaritz Jewellers may require the jewellery to be returned for inspection.

8. Assessment of Defective Jewellery

A customer's description of an item as "defective" does not, by itself, establish that a manufacturing or product defect exists.

Glamaritz Jewellers may reasonably inspect and assess an item to determine the nature and likely cause of the reported problem.

The assessment may consider:

  • the condition of the jewellery;

  • the nature of the alleged defect;

  • the intended use of the jewellery;

  • the age of the item;

  • the care instructions supplied;

  • how the jewellery was stored and maintained;

  • whether the jewellery has been altered or repaired;

  • whether the jewellery has suffered accidental damage; and

  • whether the problem is consistent with a manufacturing or other qualifying product defect.

Any decision concerning a statutory remedy will be made in accordance with applicable South African consumer law.

9. Damage, Misuse and Normal Wear & Tear

Jewellery is a personal item that can naturally show signs of use over time.

Subject to applicable law, Glamaritz Jewellers distinguishes between a genuine product defect and damage or deterioration occurring after delivery.

The following may not constitute a manufacturing or product defect, depending on the circumstances:

  • normal wear and tear;

  • scratches and surface marks resulting from normal use;

  • accidental damage;

  • dropping, impact, crushing or bending;

  • damage caused by misuse or negligence;

  • use for a purpose for which the jewellery was not intended;

  • failure to follow jewellery-care instructions;

  • improper storage;

  • exposure to chemicals or cleaning products;

  • exposure to corrosive substances;

  • inappropriate exposure to water or moisture;

  • damage caused by unauthorised repairs;

  • unauthorised resizing or alteration;

  • modification by another jeweller or third party;

  • damage to stones, settings or components resulting from post-delivery impact or other external causes; or

  • any other damage which, following reasonable assessment, is not attributable to a qualifying product defect.

Nothing in this section removes a consumer's statutory rights in respect of a genuine qualifying defect.

10. Jewellery Care

Customers are responsible for taking reasonable care of their jewellery.

Customers should follow any jewellery-care instructions supplied with their purchase and take reasonable steps to protect jewellery from:

  • impact or excessive force;

  • chemicals;

  • cleaning products;

  • corrosive substances;

  • unsuitable environments;

  • unnecessary exposure to moisture; and

  • improper storage or handling.

Failure to follow reasonable care instructions may be relevant when determining the cause of an alleged defect.

11. Incorrect Item or Item Not as Described

If Glamaritz Jewellers supplies an incorrect item or an item that materially differs from its description on the website, the customer should contact us as soon as reasonably possible.

Customers should retain:

  • the jewellery;

  • original packaging;

  • certificates;

  • labels;

  • accessories; and

  • other documentation supplied with the order.

Customers should not attempt to repair, resize, alter or otherwise modify the item before contacting Glamaritz Jewellers.

Once the matter has been verified, Glamaritz Jewellers will provide the remedy required by applicable law.

12. Jewellery Damaged During Delivery

Customers are encouraged to inspect their order upon delivery.

If jewellery appears to have been damaged during delivery, customers should notify Glamaritz Jewellers as soon as reasonably possible and provide photographs of the jewellery and packaging where requested.

Customers should not attempt to repair, resize, alter or modify jewellery that appears to have been damaged during delivery.

Prompt notification assists Glamaritz Jewellers in dealing with the courier and investigating the circumstances of the damage.

Any notification period communicated by Glamaritz Jewellers does not remove or restrict a statutory consumer right that cannot lawfully be excluded.

13. Condition of Returned Jewellery

Where a return is permitted by law or has been approved by Glamaritz Jewellers, customers should, where reasonably possible, return the jewellery together with:

  • original packaging;

  • certificates;

  • documentation;

  • accessories;

  • labels; and

  • other items supplied with the purchase.

Customers may be required to provide reasonable proof of purchase.

These requirements will not override a statutory remedy where applicable law prevents such a condition from being imposed.

14. Refunds

Where a refund is legally due, Glamaritz Jewellers will process the refund in accordance with applicable South African law.

Once the returned product has been received and any necessary assessment has been completed, the refund will be processed within the period required by applicable law.

Where a particular statutory provision requires a refund to be made within a specified period, that statutory period will apply.

The time required for funds to reflect in a customer's account may depend on the payment method, payment provider and customer's financial institution.

Where a return or claim does not qualify for a refund under applicable law, Glamaritz Jewellers will explain the reason to the customer.

15. Return and Delivery Costs

Where applicable law requires Glamaritz Jewellers to bear the cost of returning or collecting defective or non-compliant goods, Glamaritz Jewellers will comply with that requirement.

For a return that is voluntarily accepted outside a statutory right, the customer may be responsible for the applicable return delivery costs.

Where the reason for the return is an incorrect item supplied by Glamaritz Jewellers, or another circumstance for which Glamaritz Jewellers is legally responsible, the applicable costs will be dealt with in accordance with South African law.

16. Exchanges

Glamaritz Jewellers does not provide an automatic exchange entitlement for every purchase.

Where an exchange is required by applicable law, Glamaritz Jewellers will provide the applicable statutory remedy.

Where a voluntary exchange is approved outside statutory consumer rights, it will be subject to the conditions communicated to the customer at the time the exchange is approved.

17. Inspection of Returned Jewellery

Glamaritz Jewellers may inspect jewellery returned in connection with a suspected defect, incorrect item, delivery damage or other return request where reasonably necessary.

The purpose of an inspection is to establish the condition of the jewellery and, where applicable, the likely cause of the reported problem.

An inspection may consider whether the problem appears to be:

  • a qualifying product defect;

  • normal wear and tear;

  • accidental damage;

  • misuse;

  • inadequate care;

  • unauthorised alteration or repair; or

  • another cause occurring after delivery.

Any decision concerning a statutory remedy will be made in accordance with applicable South African law.

18. Repairs and Further Failures

Where a qualifying defective item is repaired, the Consumer Protection Act provides additional protection if the failure, defect or unsafe feature has not been remedied, or a further failure, defect or unsafe feature is discovered, within three months after the repair.

Where the applicable statutory requirements are met, the consumer may then be entitled to a replacement or refund.

19. How to Request a Return, Refund, Repair or Exchange

Before sending jewellery back to Glamaritz Jewellers, please contact us using the contact details provided on our website.

Please provide:

  1. Your full name and contact details;

  2. Your order number or proof of purchase;

  3. The item concerned;

  4. The reason for your request;

  5. Details of when and how a suspected defect was discovered, where applicable;

  6. Photographs or other information reasonably requested by Glamaritz Jewellers; and

  7. Any other information reasonably necessary to process the request.

Customers should follow the return instructions provided by Glamaritz Jewellers and should not send goods to an address other than one provided or confirmed by us.

20. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any consumer right, warranty, condition or remedy that cannot legally be excluded or limited.

In particular, the rights provided by applicable provisions of the Consumer Protection Act and Electronic Communications and Transactions Act remain applicable to qualifying transactions.

Any provision of this policy that is inconsistent with a mandatory provision of South African law will be interpreted and applied to the extent permitted by law, and the mandatory legal requirement will prevail.

21. Dispute Resolution

If a customer has a concern regarding a return, refund, repair or exchange, we encourage the customer to contact Glamaritz Jewellers first so that the matter can be investigated and resolved where possible.

Nothing in this policy prevents a consumer from exercising any right to refer a dispute to a competent consumer-protection body, ombud, tribunal, court or other dispute-resolution mechanism available under South African law.

22. Changes to This Policy

Glamaritz Jewellers may update this Returns, Refunds & Exchanges Policy from time to time.

Any amendment will apply prospectively and will not unlawfully remove or reduce rights that have already accrued to a customer.

The version applicable to a transaction will be determined in accordance with applicable law.

23. Contact Glamaritz Jewellers

For all returns, refunds, exchanges, repairs and product-quality enquiries, please contact Glamaritz Jewellers using either of the following email addresses:

enquiries@glamaritz.co.za

glamaritz.jewellers@gmail.com

Alternatively, customers may make use of the Contact option available on the Glamaritz Jewellers website.

Glamaritz Jewellers
Glamaritz (Pty) Ltd
South Africa