Cancellations, Returns and Exchanges Policy

Michael Jewellery

Last updated: 23 October 2026

1. Our Commitment to You

At Michael Jewellery, we want every customer to feel confident when purchasing or commissioning a piece of jewellery.

We understand that fine jewellery is a personal investment. Whether you select a design from our catalogue or work with us to create something unique, we aim to provide clear communication, quality craftsmanship and personal service throughout the process.

This policy explains how cancellations, returns and exchanges are handled.

All provisions are subject to applicable South African consumer protection laws. Nothing in this policy limits any statutory rights that cannot legally be excluded.

2. Order Cancellations

Ready-Made Jewellery

If you wish to cancel an order for ready-made jewellery, please contact us as soon as possible using the contact details at the end of this policy.

If the order has not yet been dispatched, we will review your cancellation request and advise you of the available options.

If payment has already been received and the cancellation is approved, any refund due will be processed in accordance with this policy and applicable law.

If your order has already been dispatched, the cancellation may need to be handled as a return, subject to the applicable return conditions and your statutory rights.

Made-to-Order Jewellery

For jewellery manufactured after an order is placed, cancellation may depend on whether production has started, whether materials have been sourced and whether work has already been completed.

Please contact us immediately if you wish to cancel.

We will assess the stage of production and explain any applicable consequences. Any charges or deductions must be lawful and consistent with the agreed terms and applicable consumer protection requirements.

Bespoke and Custom-Designed Jewellery

Bespoke jewellery is designed and created according to individual customer requirements. This may include custom designs, specific diamond or gemstone selections, personalised engravings, particular metal choices or special dimensions.

Once a bespoke design has been approved and production or special sourcing has begun, cancellation may be limited, subject to applicable law and the terms agreed with the customer.

Before production begins, we encourage customers to carefully review and approve all design details, materials, stone specifications, pricing and estimated production timelines.

Where cancellation is permitted, we will explain the applicable process and any lawful charges before finalising the cancellation.

3. Returns for Change of Mind

We understand that a customer may reconsider a purchase after receiving their jewellery.

For eligible, ready-made catalogue jewellery, Michael Jewellery offers a voluntary change-of-mind return period of 7 calendar days from delivery, subject to the conditions below.

To qualify for a voluntary change-of-mind return, the item must:

• Be unworn and in its original condition.

• Be free from damage, alterations or signs of use.

• Include the original packaging, certificates and accompanying documentation supplied with the order.

• Be returned using the return arrangements confirmed by Michael Jewellery.

All returned items are subject to inspection.

If the item meets the applicable return conditions and the return is approved, the customer may be eligible for a refund or exchange in accordance with the arrangements agreed and applicable law.

Unless otherwise required by law or agreed in writing, the customer is responsible for the cost of returning an eligible change-of-mind purchase.

This voluntary return policy does not replace or restrict any statutory cancellation or return rights that may apply to the transaction.

4. Returns of Bespoke and Personalised Jewellery

Bespoke jewellery is made specifically for an individual customer and may involve custom manufacturing, specialist craftsmanship and the sourcing of particular diamonds or gemstones.

For this reason, change-of-mind returns are generally not accepted for bespoke, personalised or custom-manufactured pieces, except where required by law or agreed in writing.

This includes jewellery that has been manufactured to approved specifications or personalised through engraving, resizing or other agreed modifications.

However, if a bespoke item is defective, materially different from the agreed specifications or otherwise qualifies for a remedy under applicable law, the customer retains any applicable legal rights.

We encourage customers to ask questions and confirm their requirements before approving a bespoke design.

5. Defective, Damaged or Incorrect Jewellery

If your jewellery arrives damaged, contains a manufacturing defect or is materially different from the agreed description or specifications, please contact us as soon as possible.

Please provide:

• Your order number and proof of purchase.

• A description of the problem.

• Photographs of the jewellery and packaging, where practical.

We will assess the issue and explain the appropriate next steps.

Depending on the circumstances and applicable law, the available remedy may include repair, replacement or refund.

Where the Consumer Protection Act or other applicable legislation gives you the right to choose or receive a particular remedy, we will respect those rights.

Please contact us before arranging repairs or alterations with another jeweller, unless immediate action is reasonably necessary to prevent further damage.

6. Exchanges

Customers wishing to exchange eligible ready-made jewellery should contact Michael Jewellery within 7 calendar days of delivery.

Exchanges are subject to:

• The item meeting the applicable return conditions.

• Availability of the requested replacement item.

• Confirmation of any difference in price.

• Agreement on any additional delivery charges.

If the replacement item costs more than the original purchase, the customer will be responsible for the difference unless otherwise agreed.

If the replacement item costs less, any applicable refund or credit will be handled in accordance with the agreed exchange arrangement and applicable law.

Bespoke, personalised or custom-manufactured jewellery is generally not eligible for a change-of-mind exchange, subject to applicable statutory rights.

7. Diamonds, Gemstones and Precious Metals

Our jewellery may feature natural diamonds, lab-grown diamonds, coloured gemstones, gold and platinum.

Natural gemstones may vary in colour, clarity, inclusions and other characteristics. Such variations will be assessed against the product description, agreed specifications and any applicable grading or certification documentation.

For returns involving certified diamonds or gemstones, please include the certificates and other documentation supplied with the order.

A natural variation is not automatically a defect. However, this does not affect your rights if a product has been misrepresented, materially differs from what was agreed or otherwise fails to meet applicable legal requirements.

8. Resized, Engraved or Altered Jewellery

Jewellery that has been resized, engraved, altered or modified after delivery may not qualify for a voluntary change-of-mind return.

This restriction does not apply where a return, repair, replacement or refund is required under applicable law.

If you believe your jewellery has a manufacturing defect, please contact us before arranging third-party repairs or modifications.

9. How to Request a Cancellation, Return or Exchange

Step 1: Contact us

Email [Insert business email address] or WhatsApp [Insert contact number]. Include your order number and explain whether you are requesting a cancellation, return or exchange.

Step 2: Receive confirmation

We will review your request and provide instructions, including the appropriate return address and delivery arrangements where relevant.

Step 3: Package the jewellery securely

Include the jewellery, original packaging, certificates and accompanying documentation, where applicable.

For high-value items, use a suitable tracked courier service with insurance appropriate to the full shipment value. Retain your proof of dispatch.

Please do not send jewellery to an address until the return arrangements have been confirmed.

Step 4: Inspection and resolution

Once the returned item has been received, we will inspect it and communicate the outcome and next steps.

Any applicable statutory deadlines and remedies take precedence over the administrative process described in this section.

10. Refunds

Where a refund is approved, it will generally be processed using the original payment method, subject to applicable law and payment-provider requirements.

Michael Jewellery aims to initiate approved refunds within 5–10 business days after the return has been assessed and approved. Banks and payment providers may require additional time to reflect the amount in the customer's account.

Where a refund is legally required, the applicable statutory deadlines and conditions take precedence.

Any delivery charges, return costs or deductions will be handled in accordance with applicable law and the circumstances of the transaction.

11. Online Purchases and Statutory Cancellation Rights

Certain online purchases may qualify for cancellation rights under the Electronic Communications and Transactions Act 25 of 2002 (ECTA), including a cooling-off period for qualifying electronic transactions.

These rights are subject to statutory conditions and exceptions. Some goods made to a consumer's specifications or clearly personalised may be treated differently.

Other consumer protections may apply under the Consumer Protection Act 68 of 2008.

Nothing in this policy is intended to exclude, restrict or waive any rights or remedies that cannot legally be excluded or waived.

12. Contact Us

For assistance with cancellations, returns or exchanges, please contact:

Michael Jewellery

• Email: [Insert business email address]

• Telephone / WhatsApp: [Insert contact number]

• Website: [Insert website address]

• Business address: [Insert business address, if required]

We appreciate your trust in Michael Jewellery. Our goal is to handle every request fairly, professionally and with the personal attention you deserve.