1. Introduction & POPIA Commitment

Symphony of Colour Designer Jewellers Pty Ltd (Registration No: K2026311958) ("we", "us", "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy governs the manner in which we collect, process, maintain, and disclose personal data collected from clients and users ("you", "User") of https://www.symphonyoc.co.za, bespoke consultation forms, and advertising channels. This policy complies strictly with the Protection of Personal Information Act 4 of 2013 (POPIA) and South African data protection principles.

2. Information We Collect

We collect information directly provided by you through:

• Consultation & Bespoke Requests: Name, phone number, email address, preferred contact method, and custom design preferences.
• E-Commerce Transactions: Delivery address, contact phone number, and payment status notifications processed securely via PayFast. (We never store your credit or debit card security codes).
• Digital Channels: Inquiries via WhatsApp, telephone, or lead generation forms across Meta (Instagram / Facebook) and Google.

3. Purpose of Processing

Your personal information is processed exclusively for:

• Consulting, creating 3D CAD models, sourcing diamonds, and handcrafting your bespoke commission.
• Coordinating secure courier delivery or in-person studio collection appointments in Centurion.
• Providing official diamond grading certificates, valuation documents, and transactional invoices.
• Delivering VIP updates or promotions (which you can opt out of at any time).

4. Cookies & Web Analytics

We utilize essential cookies and privacy-respecting analytics tools (such as Microsoft Clarity and Google Analytics) to ensure secure navigation, monitor platform reliability, and optimize user experience. No biometric or sensitive payment data is ever recorded. You can manage or disable cookie preferences directly in your browser.

5. Confidentiality & Security Measures

High-value bespoke jewellery commissions require absolute discretion. We implement multi-layered encryption, access control protocols, and secure cloud environments to safeguard your designs, valuations, and contact records against unauthorized access, loss, or disclosure. We do not sell, rent, or trade your personal information to third parties.

6. Your Rights Under POPIA

Under Section 5 of POPIA, you have the right to:

• Request confirmation and copies of personal data held about you.
• Request rectification or updating of obsolete or inaccurate information.
• Request the erasure of personal records, subject to statutory tax and financial record retention requirements.
• Lodge a complaint with the South African Information Regulator if you believe your personal data has been processed unlawfully.

7. Information Officer Contact

To exercise any POPIA rights or submit privacy-related questions:
Symphony of Colour Designer Jewellers Pty Ltd
Studio: Centurion, Gauteng, South Africa
Email: amanda@symphonyoc.co.za

1. Introduction & Agreement to Terms

Welcome to Symphony of Colour Designer Jewellers Pty Ltd ("we", "us", "our"). These Terms and Conditions govern your access to and use of our website (https://www.symphonyoc.co.za), bespoke commissions, and all e-commerce transactions entered into with Symphony of Colour Designer Jewellers Pty Ltd (Registration No: K2026311958). By using our website, placing an order, or commissioning a bespoke design, you agree to be bound by these Terms and Conditions.

2. The Bespoke Journey & Design Approval

Our bespoke design process incorporates concept consultation, digital Computer-Aided Design (CAD) rendering, and high-precision wax modeling.

• Client Sign-Off: Manufacturing will only commence once the Client has provided written or digital approval on the final CAD design, metal alloy, and gemstone specifications accompanied by the required financial deposit.
• Alterations Post-Approval: Any structural, dimensional, or design alterations requested after final design approval has been granted and production has commenced will incur additional labour, metal re-casting, and material costs.
• Stone Sourcing Holds: Selected natural or lab-grown diamonds and gemstones are held on a strict 24- to 48-hour reservation pending deposit clearance. If a hold lapses and the stone is sold on international exchanges, we will source a comparable alternative with equivalent gemological specifications (Carat, Colour, Clarity, Cut) for client approval.

3. Quotations, Deposits & Payments

• Validity: All written quotations remain valid for 7 calendar days due to daily spot price fluctuations in international precious metal markets (Gold, Platinum) and USD/ZAR exchange rates.
• Non-Refundable Deposits: A non-refundable commitment deposit (as specified on your invoice) is required before raw metals are cast and before certified diamonds/gemstones are permanently secured.
• Balance Settlement: The outstanding balance must be settled in full and cleared in our accounts prior to physical studio handover or courier dispatch.

4. E-Commerce Store Purchases & Checkout

• Payment Gateway: All online store transactions are securely processed via PayFast using industry-standard PCI-DSS Level 1 compliant encryption. We do not store or process your credit/debit card numbers on our servers.
• Order Confirmation: Upon successful transaction authorization, an automated order confirmation is generated. Orders remain subject to gemological validation and studio production scheduling.
• Fulfillment Options: During checkout, clients may select between:
  • Complimentary Courier (SA): Fully insured door-to-door courier delivery to any verified physical address within South Africa. International orders are handled by individual arrangement.
  • In-Person Collection: Private studio appointment collection in Centurion. We will notify you via telephone/email the moment your item is ready.

5. Certified Diamonds, Gemstones & Tamper-Evident Security Seals

• Laboratory Reports: Certified diamonds are supplied with grading certificates issued by independent gemological institutions (GIA, IGI, EGL, DIA). Grading represents an independent professional opinion based on specialized optical instruments.
• Tamper-Evident Packaging: Loose stones are dispatched in sealed, tamper-evident security cassettes. Under no circumstances may a stone be returned or exchanged once the tamper-evident security seal has been cut, unsealed, or manipulated.
• Third-Party Secondary Appraisals: Secondary valuations or third-party retailer appraisals often vary significantly and do not constitute grounds for return or refund.

6. Handcrafted Tolerances & Natural Characteristics

Due to the artisanal, handcrafted nature of bespoke jewellery and the mineralogical properties of natural gemstones:

• Gemstone Inclusions & Color: Natural gemstones and colored diamonds exhibit organic internal characteristics (inclusions, silk, pleochroism) that vary with lighting conditions and angle of observation.
• Finished Metal Weight: Final polished metal weights may exhibit micro-tolerances differing marginally from initial CAD digital estimates due to master hand-finishing and polishing. These variations do not constitute a defect.

7. Return, Refund & Exchange Terms

All custom bespoke items and individually sourced diamonds are Final Sale in accordance with Section 20(3)(a) of the Consumer Protection Act (CPA). Inherent manufacturing defects or transit damages must be reported in writing within 48 hours of receipt. For comprehensive terms regarding our warranty, defect assessments, complimentary ring resizing, and Google Merchant Center compliance, please refer to our dedicated Return, Refund & Exchange Policy.

8. Ownership, Copyright & Intellectual Property

All custom sketches, CAD files, 3D renderings, prototypes, and master moulds developed by Symphony of Colour remain the exclusive intellectual property of Symphony of Colour Designer Jewellers Pty Ltd. We reserve the right to photograph, record video, and showcase finished creations on our website and social channels (while maintaining strict client anonymity and privacy) for marketing and portfolio purposes.

9. Risk & Insurance in Transit

• In-Person Collection: Risk of loss or damage passes to the Client upon physical handover at our Centurion studio.
• Courier Transit: All high-value parcels shipped via our approved courier are fully insured by us during transit. Risk passes to the Client upon physical signature and delivery at the provided destination address. The Client is advised to add the piece to their personal insurance policy immediately upon receipt.

10. Governing Law & Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of South Africa. Any dispute arising in connection with these terms shall be subject to the exclusive jurisdiction of the South African courts.

11. Contact Information

For questions or legal correspondence regarding these Terms & Conditions:
Symphony of Colour Designer Jewellers Pty Ltd
Studio: Centurion, Gauteng, South Africa
Email: amanda@symphonyoc.co.za

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:

1. Repair: Rectify and restore the item to flawless state at our sole expense; or
2. Replace: Remanufacture the piece to the exact signed specifications; or
3. 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