Returns

At SJ Gems, we pride ourselves on the expert craftsmanship of our special occasion jewellery. Our mission will always be to provide beautiful, quality jewellery that can be enjoyed for a lifetime. For this reason, every piece of jewellery we make undergoes rigorous quality control.

Returns Policy

Our returns and exchange policy timelines begin when your order is ready for shipment. Items can be returned and refunded within 7 days. Once your order is returned, we will assess your item to ensure an unworn condition before issuing a refund. Refunds for defective goods will be processed promptly in accordance with the CPA, typically within 7 business days.

Items not eligible for return

  • Orders outside of our 7-day return policy.
  • Any goldwork items that have been resized or modified.
  • Personalised fine jewellery, such as name necklaces.
  • Items that have been previously exchanged.
  • Custom-designed jewellery.
  • Any orders that were altered while in process.

Please note: Even non-returnable items, such as custom designs, are still eligible for return if they are found to be defective under the CPA within six months. However, this does not include defects caused by misuse, abuse, accidents, or normal wear and tear.

Loose Diamonds, Lab Diamonds and Gemstones

Any loose diamond orders, lab or natural, can be returned within 7 days for a full refund.

Comparative Purchasing

Comparative purchasing is purchasing multiple products with the intent of keeping one and returning the remainder. To maintain the high quality of our pieces and keep our prices competitive, comparative purchasing is not allowed. If we suspect an order is comparative, it may be blocked from shipping or returning.

Warranty returns

In terms of the Consumer Protection Act (CPA) section 56 (read with section 55), all goods purchased by a consumer are subject to an implied warranty of quality and suppliers cannot contract out of this provision. This means that a consumer has the right to receive goods which are:

Of good quality and are reasonably suited for the purpose for which they are intended for.

If within 30 days from date of purchase, the goods purchased from SJ Gems are found to be in contravention of the above, a consumer is allowed a replacement, repair or refund.

Returns and Packaging Information

To return your order to SJ Gems, please follow the instructions set out below:

Merchandise will be available for refund, or exchange (excluding any shipping charges) providing it is returned in the same saleable condition as when purchased, within 7 days of the date of receipt of the order. Refunds will be issued to the original form of tender.

Please contact SJ Gems to initiate your return. We will issue you with a return waybill for your package. For security reasons, DO NOT write SJ Gems anywhere on the outside of the box.

Any unauthorised, improperly packaged, or non-insured packages will be returned to sender. Items that have been damaged in any way cannot be accepted for return.

SJ Gems reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/ or to cancel any purchase partially or completely, with notice given to you. SJ Gems will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.

Returning Items for repair

You may return items to SJ Gems for repair. Once your order is returned, we will provide you with a repair quote for your approval. If the damage is found to be due to a manufacturing or design defect, we will cover the cost of the repair and the courier fees under our warranty. If an item is repaired due to a defect, the repair will inherit a three-month warranty, as required by the CPA.