Every piece we sell is handcrafted and inspected before it leaves our workshop in Kimberley. If something is not right, we want to fix it. This policy explains when you can return a piece, how to do it, and how quickly you will get your money back.

Nothing in this policy takes away the rights you have under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Where this policy is more generous than the law, this policy applies.

Because you are buying online, section 44 of ECTA gives you the right to cancel your order without giving a reason and without penalty within 7 days of receiving the goods. You simply need to send the piece back to us in the condition described below.

We will refund you in full within 30 days of the cancellation. You are responsible for the cost of returning the goods to us, and we strongly recommend using an insured, tracked courier given the value of our pieces.

Beyond the cooling-off period, we give you a total of 14 days from the date of delivery to return an unworn piece for a refund or exchange. The request must reach us within those 14 days, even if the parcel arrives with us shortly afterwards.

To be accepted, the piece must come back to us:

• Unworn, unaltered and free of scratches, sizing marks or body oils
• In its original box and protective packaging
• With every item it was sent with — certificates, grading reports, valuation documents, care cards and tags still attached
• With proof of purchase or your order number

Pieces that show wear, have been altered by another jeweller, or arrive without their certification cannot be accepted and will be returned to you at your cost.

The following are final sale and cannot be returned for a change of mind:

• Bespoke and custom-commissioned pieces
• Engraved or otherwise personalised items
• Rings that have been resized, whether by us or by another jeweller
• Pierced earrings, once the hygiene seal has been broken
• Loose polished stones cut or selected to your specification
• Gift cards and vouchers

This exclusion does not apply if the item is faulty, damaged or not what you ordered — see Faulty or incorrect items below.

• Email luteig@gmail.com with your order number, the item you want to return, and the reason. Photographs help us resolve faults faster.
• We will reply within two business days with a return authorisation and the exact address to send the parcel to. Please do not post anything back before you have this — unauthorised parcels may be refused.
• Pack the piece in its original box, include all documentation, and send it with an insured, tracked courier. Insure it for the full purchase value.
• Send us the tracking number. Until the parcel reaches us, it remains your responsibility.

Once your return arrives, our workshop inspects the piece and verifies its certification. This usually takes two to three business days. We will email you the outcome either way.

Approved refunds are paid within 10 business days of that inspection, to the original payment method through PayGate. We cannot refund to a different card or account. Depending on your bank, the money may take a further three to five business days to reflect.

We refund the price you paid for the item. Original delivery charges are refunded only where the return is due to a fault on our side, an incorrect item, or a cancellation within the cooling-off period.

Prefer a different piece? Tell us in your return email and we will hold the replacement for you. If the new piece costs more, we will send a secure payment link for the difference; if it costs less, we refund the balance.

Most rings can be resized after purchase. Your first resize within 30 days of delivery is free of charge; after that, or for a second resize, a workshop fee applies and we will quote you before starting. Some settings — full eternity bands, tension settings and certain gemstone designs — cannot safely be resized, and we will tell you upfront if that is the case.

Under section 56 of the CPA, if a piece is defective, unsafe or not of the quality you are reasonably entitled to expect, you may return it within six months of delivery. You choose whether we repair it, replace it, or refund you in full — and we cover the cost of collection.

This covers genuine manufacturing faults such as a stone that comes loose from a sound setting, a clasp that fails in normal use, or a soldered joint that separates. It does not cover damage from accidents, knocks, chemical exposure, sport, or wear and tear over time, and it does not cover work done by another jeweller.

If we send you the wrong item, tell us within 48 hours of delivery and we will arrange collection and dispatch the correct piece at our cost.

Check your parcel in front of the courier where possible. If the outer packaging is torn, opened or tampered with, note it on the delivery slip before signing.

Report any transit damage or a missing item to us within 48 hours of delivery, with photographs of the packaging and the piece. Claims outside this window are difficult for us to lodge with the courier and may not be covered.

You can cancel a standard order at no charge any time before it is dispatched — just email us as soon as possible. Bespoke and made-to-order pieces can be cancelled without charge within 24 hours of ordering; after that, work has usually begun and we may retain a reasonable deposit to cover materials and labour already committed, as permitted under section 17 of the CPA.

Email luteig@gmail.com or call +27 72 252 9457. You can also read our Terms & Conditions or the FAQ.