Refund and Returns Policy
DEFINITIONS
“Online shoppers” refers to customers purchasing products through our online store.
“We“, “us“, “our” refers to Roelien de Klerk Jewellery.
“You” refers to the customer buying from us online.
Returns & Warranties
1.1 Changed Your Mind?
We want you to truly love your jewellery purchase. If for any reason you are not completely satisfied, you may return any non-defective item within *7 days* of delivery or collection.
To qualify for a return, please ensure that:
- The item is unused and in its original packaging and condition.
- The original invoice or delivery note is provided.
Please Note: For hygiene and customisation reasons, we are unfortunately unable to accept returns on engraved, resized, altered, or pierced jewellery items.
Special Exceptions
We understand that unexpected situations may arise. In exceptional cases, we may consider an exchange after the 7-day return period has passed.
If such an exchange is approved:
- A 25% administrative fee will apply.
- The remaining balance will be issued as store credit to your account.
- This credit may be used at any time towards a future purchase.
- Please note that no cash refunds or payouts will be made.
1.2 Incorrect Items Delivered
If the incorrect item is delivered or it does not match the website description:
Notify us immediately.
- We will collect the item free of charge.
- You may choose a replacement (if available) or request a full refund.
1.3 Courier Returns
When returning non-defective goods via courier, you must complete a return form and use the original packaging. A collection fee will apply unless the goods are faulty or incorrect.
1.4 Refunds
If the return meets all our criteria, we will process a full refund (excluding delivery fees). Refunds will not be issued without proof of purchase. Exchanges may be offered at our sole discretion.
1.5 Defective Items
You may return defective items within 3 months of purchase, provided:
- They were used as intended.
- They have not been altered or damaged by misuse.
- If the item is confirmed to be defective, we will repair, replace, or refund it. If damage is due to water exposure, chemicals, or misuse, we reserve the right to reject the return.
1.6 Damaged Items
Items damaged by misuse, damp, chemicals, or not genuinely defective will not qualify for return or refund.
1.7 Ethical Sourcing
Our diamonds do not fund conflict. We support the Kimberley Process to ensure ethical sourcing.
Cancellations
You may cancel your order before dispatch by using the cancellation function in your order summary. If the goods have already left our distribution centre, the delivery fee will still apply.
If we cancel your order for any reason, no cancellation fees will be charged.
Refunds will only be processed once returned goods are received and inspected by our team.