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Returns, Refunds and Exchanges Policy

When you purchase jewellery from Afrogem, we understand that you’re making an investment, not only in your wealth portfolio, but oftentimes also in love. Your satisfaction and assurance that you have made the right choice is of utmost importance to us.

REFUNDS

If, for any reason, you are not entirely satisfied with your purchase, you may return it to us within 7 (seven) days from the date of purchase instore and 7 (seven) days from the date of delivery for online purchases, with the following conditions:

  1. All returns must be accompanied by the original sales receipt, packaging and all certificates. Returns will be accepted subject to the item(s) being in its original, unused, saleable condition. Please ensure when returning the parcel that the products are properly protected. We will not accept items that have been damaged by the return shipping company/courier as a result of improper packaging.
  1. Any cost incurred in receiving the item(s), e.g. shipping charges, are excluded. In the case where shipping was offered free, the all shipping costs incurred by Afrogem will be deducted from the authorized refund. 

  2. You are responsible for shipping/courier costs of the return. We recommend using only our trusted couriers, as we are not liable for any items lost in transit.

    • Within South Africa, all jewellery must be returned via Night Wing couriers, at the expense of the customer. We will not accept responsibility for the non-arrival of returned items that were sent by any means other than those stated above.
    • For all international returns, all jewellery must be returned via DHL couriers, at the expense of the customer. We will not accept responsibility for the non-arrival of returned items that were sent by any means other than those stated above.

  3. Returns are valid on stock items only. Refunds cannot be given for bespoke orders, discounted or altered merchandise; i.e. items with special finger sizing or items that have been resized, or where the item cannot be worn or used again.

  4. Direct refunds will be provided for cash and credit card purchases only. For electronic transfers, see clause 
  1. EFT/bank transfer sales will be reversed by means of electronic transfer into the originating bank account only. To safeguard both Afrogem and our customers, a copy of the customer’s ID/Passport, banking details confirmation (letter from the bank, upper section of the bank statement etc.) and the customer’s signature on the refund form is required before a refund can be processed.

  2. Refunds on in-store credit card purchases will be affected in-store upon presentation of the original credit card used to make the payment. All reversals processed via a speed point are subject to the relevant bank’s turnaround time for the clearing of funds. This is out of Afrogem’s control and all queries in relation to this must be escalated to your bank.

  3. Refunds on online credit card purchases will be affected within 30 (thirty) days from Afrogem receiving the returned item.

  4. Damage resulting from heavy wear is not guaranteed and refunds on such items will not be considered. This is usually indicated by dents or scratches.

  5. We shall have no obligation to accept any return that we receive after the expiration of the applicable return period: 7 (seven) days after receipt of your parcel. Please see our full terms and conditions for more information.

  6. All warranties shall be null and void should any other jeweller repair or modify an item purchased.

 

EXCHANGES

If you wish to exchange a product, you will be given a store credit that you will be able to use towards your next order. Please be aware that any purchases made with store credits are processed as a new order and standard postage/ courier costs and delivery times will apply. Exchanges are made with the following conditions:

  1. All exchanges must be accompanied by the original sales receipt, packaging and all certificates. Returns will be accepted subject to the item(s) being in its original, unused, saleable condition. Please ensure when returning the parcel that the products are properly protected. We will not accept items that have been damaged by the return shipping company/courier as a result of improper packaging.

  2. We shall have no obligation to accept for exchange any item that we receive after the expiration of the applicable exchange period: 7 (seven) days after receipt of your parcel. Please see our full terms and conditions for more information.
  1. You are responsible for shipping/courier costs of returning an item for exchange. We recommend using only our trusted couriers, as we are not liable for any items lost in transit.

    • Within South Africa, all jewellery must be returned via Night Wing couriers, at the expense of the customer. We will not accept responsibility for the non-arrival of returned items that were sent by any means other than those stated above.
    • For all international returns, all jewellery must be returned via DHL couriers, at the expense of the customer. We will not accept responsibility for the non-arrival of returned items that were sent by any means other than those stated above.

  2. Exchanges are valid on stock items only. Bespoke orders, discounted or altered merchandise; i.e. items with special finger sizing or items that have been resized, or where the item cannot be worn or used again, cannot be exchanged.

  3. Damage resulting from heavy wear is not guaranteed and exchanges on such items will not be considered. This is usually indicated by dents or scratches.

  4. We shall have no obligation to accept for exchange any item that we receive after the expiration of the applicable exchange period: 7 (seven) days after receipt of your parcel. Please see our full terms and conditions for more information.

  5. All warranties shall be null and void should any other jeweller repair or modify an item purchased.

 

 

REPAIRS

We will repair your commissioned piece within six months of your purchase if your piece needs to be repaired due to a manufacturing fault. We are not responsible for the loss of any stone, we will not be held responsible for the replacement of any stone. We strongly recommend that you insure your commissioned piece. We suggest that you have any claws or fine settings checked once a year. We will charge for any repairs after the six month period.

 

PRODUCTS OR SERVICES:

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any colour will be accurate.


We reserve the right but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.