Refund policy
RETURNS, REFUNDS & EXCHANGE POLICY
Classic Jewellers is committed to providing quality jewellery and excellent customer service. This Returns, Refunds and Exchange Policy sets out the terms applicable to purchases made from Classic Jewellers, subject always to the rights afforded to consumers under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”), and any other applicable South African legislation.
Nothing in this policy is intended to limit, exclude or waive any consumer right or remedy that cannot lawfully be excluded or waived.
1. CHANGE-OF-MIND REFUNDS
As a goodwill measure, Classic Jewellers offers customers a 7-day change-of-mind refund period from the date of purchase or delivery, provided that the following conditions are met:
* The item must be returned within *7 calendar days.
* The item must be in its *original, unused and saleable condition.
* The item must be returned in its original packaging, together with any certificates, documentation, accessories or other items supplied with the purchase.
* The item must show no signs of wear, damage, alteration, resizing, engraving or other modification.
* Unfortunately we do not accept returns on body piercing jewellery.
* Proof of purchase must be provided.
Once the returned item has been inspected and approved, the refund will be processed using the same payment method originally used for the purchase, where reasonably practicable.
Classic Jewellers reserves the right to inspect all returned goods before approving a change-of-mind refund.
2. EXCHANGES AND STORE CREDIT
Customers who do not wish to request a refund may, as a goodwill measure, return an eligible item within 14 calendar days from the date of purchase or delivery for:
* An exchange for another item of equal or greater value, subject to payment of any applicable difference; or
* Store credit to the value of the eligible returned item.
The item must be returned in its original, unused and saleable condition, together with its original packaging, certificates, documentation and accessories, where applicable.
Items that have been worn, damaged, altered, resized, engraved or otherwise modified may not qualify for a change-of-mind exchange or store credit.
3. DEFECTIVE, DAMAGED OR NON-CONFORMING GOODS
The above change-of-mind periods do not replace or limit any rights a consumer may have under the Consumer Protection Act.
Where goods are defective, unsafe, of poor quality, not reasonably suitable for their ordinary purpose, or otherwise fail to meet the requirements of the CPA, the consumer may have statutory rights and remedies, including repair, replacement or refund, as applicable.
In terms of the CPA's implied warranty of quality, qualifying goods may be returned within six months of delivery where they fail to satisfy the applicable requirements of the Act. The appropriate remedy will be determined in accordance with the CPA.
Goods that have been damaged through misuse, negligence, unauthorised alterations, accidental damage or ordinary wear and tear may not qualify as defective goods for purposes of the CPA.
Classic Jewellers reserves the right to inspect the goods to determine the nature and cause of any reported defect, subject to the consumer's rights under applicable law.
4. CUSTOM-MADE AND PERSONALISED JEWELLERY
Custom-made, personalised, engraved, specially commissioned or made-to-order jewellery may be excluded from our voluntary change-of-mind refund, exchange or store-credit policy, particularly where the item has been manufactured or altered specifically according to the customer's requirements.
This exclusion does not affect any rights the consumer may have where the goods are defective, unsafe, not as described, or otherwise subject to a remedy under applicable South African consumer legislation.
5. ONLINE PURCHASES
For purchases concluded through our website or other electronic means, additional rights may apply under the Electronic Communications and Transactions Act 25 of 2002.
Where a statutory cooling-off or cancellation right applies, Classic Jewellers will comply with the applicable requirements of the ECT Act.
6. RETURN CONDITIONS
When returning an item, customers may be required to provide:
* Proof of purchase or other reasonable proof of the transaction;
* The original packaging and documentation, where applicable; and
* Any certificates, accessories or other items supplied with the jewellery.
Customers are responsible for taking reasonable care of goods while they are in their possession and until they are returned to Classic Jewellers.
7. REFUND PROCESSING
Approved refunds will be processed using the original payment method, where reasonably practicable. The time taken for the funds to reflect in the customer's account may depend on the relevant bank or payment provider.
Where a refund is required by applicable legislation, Classic Jewellers will process the refund in accordance with the applicable legal requirements.
8. IMPORTANT NOTICE
This policy applies to change-of-mind returns, exchanges and store credit offered by Classic Jewellers as a goodwill service.
Nothing in this policy excludes or limits any right, remedy, warranty or protection available to a consumer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable law.
Where there is a conflict between this policy and a mandatory provision of South African law, the applicable law will prevail.
Classic Jewellers reserves the right to amend this policy from time to time, subject to applicable law.
ONLINE ORDER CANCELLATION & DELIVERY POLICY
9. CANCELLATION OF ONLINE ORDERS
Customers who place an order through the Classic Jewellers website may request cancellation of their order before the order has been dispatched.
Before Dispatch
If a cancellation request is received before the order is dispatched, Classic Jewellers will endeavour to cancel the order and issue a refund to the original payment method, subject to any applicable legal requirements.
After Dispatch
Once an order has been dispatched to the customer, the order may no longer be cancelled as a pre-dispatch cancellation. The customer may instead make use of any applicable statutory cancellation, return, refund or exchange rights set out in this policy and under South African law.
Where a statutory cooling-off right applies to an online transaction, Classic Jewellers will process the cancellation in accordance with the applicable provisions of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).
Custom-Made and Personalised Orders
Orders for jewellery that has been custom-made, personalised, engraved, resized or specially manufactured according to the customer's specifications may not be cancellable once production or alteration has commenced, except where cancellation is required by applicable law or where the goods are defective or otherwise do not comply with the customer's legal rights.
Customers should contact Classic Jewellers as soon as possible if they wish to cancel an online order.
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10. DELIVERY POLICY
Classic Jewellers uses reputable third-party delivery services, including The Courier Guy and PUDO, where available.
Delivery options, fees and estimated delivery times will be communicated to the customer at the time of checkout or before the order is dispatched.
Delivery times are estimates and may be affected by circumstances outside Classic Jewellers' reasonable control, including courier delays, adverse weather, public holidays, strikes, incorrect delivery information or unforeseen operational circumstances.
11. THE COURIER GUY DELIVERIES
Where The Courier Guy is selected as the delivery method:
* The customer's delivery address and contact details must be accurate and complete.
* The customer must ensure that someone is available to receive the parcel where required.
* Delivery will be made in accordance with The Courier Guy's applicable delivery procedures.
* A valid delivery confirmation or proof of delivery may be obtained from the courier.
* Customers should inspect the external condition of the parcel upon delivery and notify Classic Jewellers as soon as reasonably possible if the parcel appears damaged, opened or tampered with.
Classic Jewellers will provide reasonable assistance in following up delivery issues with the courier.
Once an order has been handed to the courier, delivery is subject to the courier's operational processes and terms. This does not limit any rights the customer may have against Classic Jewellers under applicable consumer legislation.
12. PUDO LOCKER DELIVERIES
Where PUDO is selected as the delivery method:
* The customer is responsible for providing the correct contact details required to receive the PUDO notification and collection information.
* The customer must collect the parcel within the period specified by PUDO.
* Failure to collect the parcel within the applicable collection period may result in the parcel being returned to Classic Jewellers or otherwise dealt with in accordance with PUDO's applicable procedures.
* Additional delivery or re-delivery charges may apply where a parcel is returned because the customer failed to collect it or provided incorrect delivery information, subject to applicable law.
* Customers should inspect the parcel upon collection and notify Classic Jewellers promptly if the parcel appears damaged, opened or tampered with.
Classic Jewellers will provide reasonable assistance in following up PUDO delivery or collection issues.
13. DELIVERY ADDRESS
Customers are responsible for ensuring that the delivery information supplied during checkout is correct.
If an incorrect or incomplete address, telephone number or other delivery information is provided, delivery may be delayed or the parcel may be returned to Classic Jewellers.
Where additional delivery costs arise as a result of incorrect information supplied by the customer, Classic Jewellers may charge the applicable additional delivery cost, provided this is permitted by applicable law.
14. LOST, DAMAGED OR TAMPERED PARCELS
If a parcel appears to have been lost, damaged, opened or tampered with during delivery, the customer should notify Classic Jewellers as soon as reasonably possible.
Classic Jewellers will investigate the matter with the relevant courier or delivery service and take appropriate steps in accordance with the circumstances and applicable South African consumer legislation.
Customers should retain the original packaging and any relevant photographs, delivery notifications or other evidence that may assist with the investigation.
Nothing in this policy limits any rights or remedies available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.
15. DELIVERY OF HIGH-VALUE JEWELLERY
For security purposes, Classic Jewellers may apply additional delivery or collection requirements to high-value jewellery, including requiring identification, a signature or other reasonable verification upon delivery or collection.
The applicable requirements will be communicated to the customer where relevant.
16. DELIVERY AND RETURNS
The delivery process and any applicable delivery charges do not affect the customer's statutory rights relating to defective, unsafe, unsuitable or non-conforming goods.
Where a return, refund, replacement or other remedy is required by applicable law, Classic Jewellers will comply with the applicable legal requirements.
For voluntary change-of-mind returns, exchanges or store credit, any applicable return delivery costs will be dealt with in accordance with the terms communicated to the customer and applicable law.