Refund & Returns Policy

Last updated: 12 November 2026

We want you to love your Carin’s Jewellery Design piece. This policy explains your options if something isn’t right, in line with the Electronic Communications and Transactions Act (ECTA) and the Consumer Protection Act (CPA). Nothing in this policy limits your rights under South African law.

1. Changed your mind? 7-day cooling-off period (online orders)

If you bought online, you may cancel your order within 7 days after receiving it, without giving a reason.

  • Let us know by email at info@carinsjewellerydesign.co.za within the 7 days, with your order number.
  • Return the item unworn, undamaged and in its original packaging.
  • You pay the direct cost of sending the item back to us.
  • We will refund the full amount you paid within 30 days of your cancellation, using your original payment method.

The 7-day cooling-off period does not apply to:

  • Custom-made or personalised jewellery, including custom designs, engraved pieces, and rings or charm pieces made to your chosen size, metal or design.
  • Charm Bar event tickets and other services booked for a specific date.

2. Exchanges for store credit (within 14 days)

If you are unhappy with an online purchase but are outside the 7-day cooling-off period, contact us within 14 days of purchase and we will gladly exchange it for store credit of the same value, provided that:

  • The item shows no signs of wear, marks, scratches or damage.
  • It is returned in its original packaging with proof of purchase.
  • You cover the shipping costs; the credit is for the product value only.

Store credit is issued as a gift voucher that can be used in our online shop. This exchange option does not apply to:

  • Engagement rings and the Wedding Band Collection
  • Custom-made jewellery
  • Earrings, for hygiene reasons
  • Sale items

3. Faulty items: 6-month warranty

All our jewellery comes with the Consumer Protection Act’s 6-month warranty of quality. If an item is defective because of a manufacturing fault within 6 months of delivery, you may choose to have it repaired, replaced or refunded. We cover the cost of returning a faulty item.

This warranty does not cover damage from normal wear and tear, accidents, misuse or alterations made by someone else. For example:

  • Chains that break from being pulled or caught. Chains are delicate and need care when worn.
  • Gradual fading of gold plating caused by skin acidity, moisturisers, perfume or make-up. We offer re-plating at your own cost.

Custom-made pieces and our Engagement Ring and Wedding Band Collection carry a 6-month limited warranty from the date of completion. See our warranty page for details.

4. Repairs after 6 months

After the warranty period, we are happy to repair your jewellery at your own cost. If you live outside Bloemfontein or Nelspruit, shipping costs for repairs are also for your account.

5. How to return an item

  1. Email info@carinsjewellerydesign.co.za with your order number and the reason for the return.
  2. We will reply with the return address and next steps.
  3. Pack the item securely in its original packaging. We recommend a tracked courier, as we cannot be held responsible for parcels lost in transit.
  4. Once we receive and inspect the item, we will email you to confirm your refund, replacement, repair or store credit.

6. Gift vouchers

Gift vouchers cannot be exchanged for cash. They are valid for 3 years from the date of purchase.

7. Contact us

Questions about a return? Email info@carinsjewellerydesign.co.za or call or WhatsApp us on 083 454 5700.