Refund policy

Consumer Policy

Our policies align with the rights set out in the Consumer Protection Act 68 of 2008. Our clients are the reason we thrive, and we pride ourselves on giving the best customer service we can. If you feel we are not living up to our ethos, please let us know respectfully and we will do our best to put it right.

In line with Sections 17 through 20, our policies are as follows:

Order cancellation

Our bespoke pieces are tailored to each client and cannot easily be sold to anyone else. For this reason, the deposit required to secure materials for a custom order is non-refundable. This deposit covers only the cost of securing materials and our loss should an order be cancelled — it does not cover our labour, design work, or time.

For an in-stock item — meaning a piece that is not custom-made specifically for you — a cancellation fee of 20% of the item's price applies.

Returns & refunds

Ring Artisan does not accept returns or refunds on bespoke pieces. Because a custom item must be refined down and cannot be refurbished back into stock, a client who wishes to return a fully paid bespoke item can only be compensated for the gold scrap value of the piece.

For in-stock (non-bespoke) items, the following applies:

Full refund — The item must be returned within 7 business days, unworn, and in its original unblemished packaging.

Exchange or store credit — The item must be returned within 14 business days, unworn, and in its original unblemished packaging.

Please note: if either the jewellery item or its original packaging is damaged, we will not be able to proceed with a refund, exchange, or store credit.

How do I initiate a return?

This applies to in-stock items only, as we do not offer returns on bespoke jewellery. To start a return, email hello@ringartisan.com within the applicable period above, with your order number and the reason for your return, and we will guide you through the next steps.

Exchanges

We offer exchanges on eligible in-stock items. If you would prefer not to exchange for a different piece, we can offer you store credit instead.

Does my store credit expire?

Yes — store credit expires one year (365 days) from the date you receive it.

Repairs

In line with Sections 55 and 56, our pieces are made to a superior standard. Manufacturing flaws are unlikely, but should one occur it will be addressed and resolved accordingly. Our warranties assume appropriate use and care of the item. Manufacturing defects are covered for up to six months from the date of delivery. Each query is assessed under microscopic analysis to determine whether the cause is a manufacturing defect or improper use, and this outcome determines which party is responsible for the repair costs.