Consumer Notice: Under Section 20(3)(a) of the South African Consumer Protection Act (Act 68 of 2008), custom-made, made-to-order, personalized items, and loose certified diamonds sourced to client specifications are exempt from statutory return/cooling-off periods and are Final Sale. Genuine manufacturing defects or transit damages reported within 48 hours are fully protected, assessed, and remediated under our comprehensive warranty.
1. Introduction & Statutory Framework
This Return, Refund & Exchange Policy governs all online purchases and bespoke commissions executed through Symphony of Colour Designer Jewellers Pty Ltd (Registration No: K2026311958, "Symphony of Colour Designer Jewellers Pty Ltd", "we", "us", "our"). We take pride in exceptional craftsmanship and adhere strictly to the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 (CPA) and global e-commerce transparency standards.
2. Custom-Made & Bespoke Jewellery (Non-Returnable Policy)
Every bespoke ring, pendant, necklace, earring pair, and bracelet created by Symphony of Colour is uniquely handcrafted or cast to specific individual measurements, chosen precious metal alloys (Platinum, 18k, 14k, or 9k Yellow, White, or Rose Gold), and specific gemstone dimensions.
- Section 20(3)(a) Exemption: In accordance with the CPA, goods that have been altered, personalized, or custom-manufactured to the consumer's individual specifications cannot be returned for buyer's remorse, change of mind, or subjective aesthetic reconsideration.
- Sign-Off Binding: Once a 3D Computer-Aided Design (CAD), wax model, or final written quotation has been approved by the Client and manufacturing has commenced, all payments and deposits are non-refundable.
3. Certified Loose Diamonds & Precious Gemstones
To protect our clients and maintain absolute gemological integrity across our natural and lab-grown diamond inventories:
- Independent Certification: All certified diamonds are accompanied by official grading reports issued by internationally accredited laboratories (such as GIA, IGI, EGL, or DIA). Diamond grading represents an expert scientific opinion and not a subjective valuation guarantee.
- Tamper-Evident Security Seals: Loose certified diamonds and precious gemstones are delivered in tamper-evident security cassettes or sealed packaging with matching microscopic laser girdle inscriptions.
- Strict No-Return on Unsealed Stones: For security, anti-fraud, and stone-swapping prevention, no return, refund, or exchange is permitted if the tamper-evident security seal has been broken, cut, opened, or compromised.
- Commodity Market Spot Rates: Diamonds and precious metals are traded against daily global spot markets (Rapaport, LBMA) and live USD/ZAR currency exchange rates. Prices are locked upon transaction settlement and are not subject to retrospective market fluctuations.
4. Defective Goods & Transit Damage (48-Hour Inspection Window)
Every piece dispatched from our studio undergoes rigorous microscopic inspection. In the unlikely event that an item arrives with an inherent defect or damage incurred during transit:
- Mandatory Reporting Window: You must inspect your parcel immediately upon receipt and notify us in writing at amanda@symphonyoc.co.za within 48 hours of delivery or collection.
- Required Documentation: Your email must include your Order Number, clear high-resolution photographs/video of the outer packaging, tamper seal, and the suspected defect.
- Packaging Preservation: The item, diamond certificate, luxury packaging, and security materials must be retained in their original state.
5. Warranty Against Manufacturing Defects vs. Exclusions
Symphony of Colour stands firmly behind the structural integrity of our manufacturing under Section 55 and 56 of the CPA.
- Covered Manufacturing Flaws: Structural casting porosity, solder joint separation under normal wear, or loose claw settings not caused by external trauma, evaluated within 6 months of delivery.
- Warranty Exclusions: Our warranty does not cover:
- Normal wear and tear (surface hairline scratches on high-polish metals, rhodium plating wear over time).
- Accidental trauma, impacts, drops, bent prongs from snagging, or warped ring shanks resulting from gym/heavy manual activity.
- Chemical exposure (chlorine swimming pools, hot tubs, domestic bleach, perfumes, hand sanitizers, or abrasive chemicals).
- Third-Party Intervention: Any alteration, resizing, claw work, polishing, or repair performed by any third-party jeweller or goldsmith immediately and permanently voids all Symphony of Colour warranties.
6. Physical Studio Inspection & Assessment Protocol
To determine whether an issue constitutes an inherent manufacturing flaw or external impact, all reported items must be returned to our master jeweller at our Centurion studio for metallurgical and microscopic examination. No refund or replacement will be authorized prior to technical verification.
7. Statutory Remedies & Refunds
If a genuine manufacturing defect is confirmed by our master jeweller, Symphony of Colour will, in consultation with the Client:
- Repair: Rectify and restore the item to flawless state at our sole expense; or
- Replace: Remanufacture the piece to the exact signed specifications; or
- Refund: If repair or replacement is technically impossible, process a full refund to the original payment method (via PayFast) within 7 to 10 business days of completed technical inspection.
8. Complimentary Ring Sizing Policy
We understand getting the exact finger size can occasionally require fine-tuning. For eligible standard-shank solitaire rings, we offer one (1) complimentary finger resize within 30 days of purchase (up to ±1 to 2 standard South African sizes). Full eternity diamond bands, tension settings, and complex patterned bands cannot be resized due to diamond continuity and must be remanufactured at the client's expense if an incorrect size was supplied.
9. Return Shipping & Studio Drop-Off
- In-Person Drop-off: You may drop off your item directly at our Centurion studio by private appointment.
- Insured Courier: High-value jewellery must only be shipped via an approved, fully tracked and insured courier service arranged in coordination with our studio. If a manufacturing defect is validated, Symphony of Colour will reimburse reasonable return transit costs.
10. Contact & Support
For all inquiries regarding returns, repairs, or warranty assessments, please contact:
Symphony of Colour Designer Jewellers Pty Ltd
Studio: Centurion, Gauteng, South Africa
Direct Line / WhatsApp: +27 82 528 3352
Email: amanda@symphonyoc.co.za
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