Returns, Refunds and Exchanges Policy

Afrogem Returns, Refund & Exchange Policy

Peace of mind is part of every purchase

At Afrogem, we know that jewellery is more than a purchase—it’s a promise, a memory, a piece of your story. We want you to feel completely confident with your choice. If something isn’t quite right, we’re here to help.


1. Refunds – How It Works

We offer a 7-day return window for both in-store and online purchases (from the date of purchase or delivery) under the following conditions:

  • The item must be in its original, unused, saleable condition.

  • Returns must include: original sales receipt, packaging, and all certificates (where applicable).

  • The product must be securely packaged. Afrogem cannot accept items damaged due to poor packaging or mishandling by couriers.

  • Refunds apply to stock items only.

  • No refunds on bespoke, custom-made items, resized pieces, altered merchandise, or discounted goods.

  • Shipping costs are non-refundable. If free shipping was applied, actual costs incurred by Afrogem will be deducted from the refund.

  • Return courier costs are the customer’s responsibility. We strongly recommend using only our trusted couriers: Courier Guy (SA) or DHL or Fedex (International). We cannot be held responsible for lost parcels sent via other methods.

Refund Processing:

  • Cash or credit card (in-store): Refunded in person with the original card used. Bank processing times may vary.

  • Online credit card: Refunded within 30 days of Afrogem receiving your returned item.

  • EFT/Bank Transfer: Refunded to the original bank account only, once we receive a copy of your ID or passport, proof of bank details (bank letter or statement header), and a signed refund form.

Note: Refunds do not cover damage from heavy wear (dents, scratches, stone loss) or repairs/modifications done by another jeweller. Warranties are void in such cases. We cannot accept returns received after the 7-day window.


2. Exchanges – Finding Something You Love Even More

We’re happy to exchange eligible stock items within 7 days of receipt, provided they are unused, unworn, and in their original condition, with all receipts, packaging, and certificates intact. Products must be securely packaged to avoid shipping damage.

  • Bespoke, resized, altered, or discounted items cannot be exchanged.

  • Return shipping is the customer’s responsibility and must be arranged via Courier Guy (SA) or DHL (International).

  • You’ll receive a store credit for the returned item’s value, to use on a future purchase. Standard delivery charges and timelines will apply to your new order.

  • Items showing signs of wear, or those returned outside the 7-day period, cannot be accepted


3. Repairs – Our Afrogem Promise

  • If your commissioned piece has a manufacturing fault within 12 months of purchase, we’ll repair it free of charge.

  • After this period, repairs are chargeable and quoted on a case-by-case basis.

  • Afrogem is not responsible for stone loss and strongly recommends insuring your jewellery.

  • We advise annual professional inspections to check claws, fine settings, and overall wear.


4. Product Availability & Service Notes

  • Certain products or services may only be available in limited quantities or exclusively online.

  • Product images and colours are displayed as accurately as possible but may vary slightly due to screen settings.

  • We reserve the right to limit quantities, decline sales at our discretion, restrict availability to specific persons, regions, or jurisdictions, or change product descriptions or pricing at any time without prior notice, at Afrogem’s sole discretion.

  • Any offers are void where prohibited by law.

  • All purchases are subject to Afrogem’s full Terms & Conditions.