Returns, Refunds, and Exchange Policy

At ZAR Jewellery, we want you to absolutely love your piece. Every item is carefully inspected and prepared before it leaves us.

As jewellery is a personal and high-value product, all returns are carefully checked and must meet the conditions below.

Changed Your Mind?

Eligible online purchases can be returned within 14 days of receiving the item.

Please contact us at [email protected] with your order number before sending anything back.

For a return to be accepted, the item must:

  • Be unused and unworn

  • Be in its original condition

  • Be free from scratches, marks, damage or signs of wear

  • Not have been resized, altered, repaired or modified

  • Be returned with the original jewellery box, pouch and packaging where provided

  • Include any certificates, cards or other items supplied with the order

Jewellery may be inspected before a return is approved. Items must not be worn or used beyond what is reasonably necessary to inspect them.

If the condition of an item has been affected by use, damage or handling beyond reasonable inspection, the refund may be reduced accordingly.

The customer is responsible for the return postage and any associated return costs. We strongly recommend using a tracked and insured service and retaining proof of postage.

Earrings & Hygiene

For hygiene reasons, earrings that have been worn cannot be returned for change of mind.

Where earrings are supplied in sealed or protective packaging, the packaging should remain intact.

Bespoke & Personalised Pieces

The following items cannot be returned for change of mind:

  • Personalised or engraved jewellery

  • Custom-made or bespoke designs

  • Jewellery made to a customer’s specific requirements

  • Non-standard-size rings made specifically at the customer’s request

  • Items resized, altered or modified at the customer’s request

These pieces are individually made or altered specifically for the customer and cannot normally be resold as standard stock.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible, preferably within 48 hours of delivery, with your order number and clear photographs of the item and packaging.

Please do not attempt to repair, resize, alter or have the jewellery repaired by another jeweller before contacting us.

We may require the item to be returned for inspection before arranging the appropriate solution.

Following inspection, we may arrange a:

  • Repair

  • Replacement

  • Refund

Refunds

Once an eligible returned item has been received and inspected, an approved refund will normally be processed to the original payment method.

We aim to process refunds within 5–7 business days after receiving and inspecting the returned item.

Where a customer has selected a delivery service that is more expensive than our standard delivery option, we do not refund the additional cost of the upgraded service.

We may wait to process a refund until the returned item has been received or evidence of return has been provided.

Where a returned item has been worn, damaged or handled beyond what is reasonably necessary for inspection, the refund may be reduced to reflect the resulting loss in value.

Returns Verification & Fraud Prevention

Because jewellery is a high-value and individually identifiable product, all returned jewellery is carefully inspected before a refund is approved.

We may compare the returned item with our original order and dispatch records, including:

  • Design and dimensions

  • Materials and components

  • Hallmarks or identifying marks

  • Stones and settings

  • Engravings

  • Condition

  • Product photographs

  • Packaging and supplied accessories

We will investigate returns where:

  • The returned item does not match the item originally supplied

  • An item appears to have been swapped or substituted

  • Jewellery has been altered, repaired or tampered with

  • Stones, components or other parts are missing

  • The item shows signs of use or damage

  • Supplied packaging or accessories are missing

  • We reasonably suspect fraudulent or abusive use of the returns process

Any applicable reduction in refund will be assessed according to the condition and value of the returned item.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return the original purchase for a refund, where eligible, and place a new order separately.

New orders are subject to the availability and pricing applicable at the time of purchase.

Contact

For all return enquiries, please contact:

[email protected]

We aim to respond within one business day.

Nothing in this policy affects your statutory rights as a consumer.

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