Refund & Return Policy

ORION JEWELLERS

Last updated: 29 October 2026

At Orion Jewellers, we take pride in offering beautiful, carefully selected jewellery. We want every customer to feel confident in their purchase and understand our policies before placing an order.

Please review our Refund & Return Policy carefully.

1. Seven-Day Return Policy

Customers have 7 calendar days from the date of delivery to request a return of an eligible item.

To qualify for a change-of-mind return:

• The item must be unworn, unused and in its original condition.

• The jewellery must be returned with its original packaging, certificates and accessories, where supplied.

• The item must not have been damaged, altered, resized or modified after delivery.

• Proof of purchase must be provided.

• The return must be requested within 7 calendar days of receiving the order.

Customers must contact Orion Jewellers within the specified period to initiate a return.

Submitting a return request does not automatically constitute approval. All returns are subject to verification of eligibility and inspection, without limiting statutory consumer rights.

2. Customised & Personalised Jewellery

Jewellery manufactured to a customer's individual specifications or clearly personalised may not qualify for change-of-mind returns or cancellations.

This may include:

• Rings manufactured to a specifically requested size.

• Jewellery featuring personalised engravings.

• Designs altered to meet individual customer specifications.

• Specially commissioned or individually customised pieces.

Where the statutory cooling-off exception applies, these items cannot be returned solely because a customer has changed their mind, no longer requires the item or has selected an incorrect specification.

This exclusion does not affect the customer's legal rights where jewellery is defective, incorrectly manufactured or does not conform to the agreed order.

3. Sterling Silver & Rhodium Plating

Orion Jewellers offers sterling silver jewellery, including items finished with rhodium plating.

Customers acknowledge that:

• Sterling silver may naturally tarnish or oxidise over time.

• Rhodium plating is a surface finish that gradually wears away with regular use.

• Exposure to water, perfumes, lotions, cleaning products, perspiration and chemicals can accelerate surface deterioration.

• Plating longevity varies depending on individual wear patterns and care.

• Sterling silver is softer than gold or platinum and may be more susceptible to scratches, bending and deformation.

Normal wear, natural tarnishing and the expected gradual deterioration of rhodium plating are not, by themselves, manufacturing defects.

Replating, polishing and restoration services may incur additional charges.

Where premature deterioration results from a manufacturing defect or the product fails to meet applicable statutory quality standards, the customer's legal rights remain unaffected.

4. Incorrect Ring Sizes

Customers are responsible for providing accurate ring sizes when placing an order.

We strongly recommend having ring sizes professionally measured by a qualified jeweller before purchasing.

If an incorrect size was supplied by the customer, resizing, replacement or remanufacturing may incur additional charges.

Where Orion Jewellers has manufactured or supplied a ring in a size different from the confirmed order, we will provide an appropriate remedy at no additional cost, in accordance with applicable consumer law.

Not all ring designs can be resized. Rings featuring full eternity settings, intricate stone arrangements or delicate structures may require remanufacturing.

5. Damaged or Defective Jewellery

Every order is expected to meet our quality standards.

Customers are encouraged to inspect their jewellery immediately upon delivery and report any visible damage, missing components or incorrect items as soon as possible, preferably within 7 days.

Photographs, videos and proof of purchase may be requested to assist with an initial assessment.

Under the South African Consumer Protection Act, customers retain their statutory rights concerning defective, unsafe or non-compliant goods, including the applicable six-month implied warranty of quality.

Where a statutory defect claim is valid, customers may be entitled to a repair, replacement or refund, at their election, as provided by law.

Our 7-day change-of-mind return period does not restrict these rights.

6. Normal Wear & Accidental Damage

The following circumstances will not ordinarily qualify as manufacturing defects where they arise from use, accidental damage or improper care:

• Scratches, dents or surface marks caused by wear.

• Bent or distorted bands resulting from external force.

• Damage caused by impact, crushing or accidental knocks.

• Stone loss resulting from accidental damage or improper handling.

• Discolouration caused by chemical exposure or inappropriate cleaning.

• Expected rhodium-plating wear and natural sterling silver tarnishing.

• Damage resulting from unauthorised alterations or repairs.

Each reported issue will be assessed individually to determine whether it results from normal wear, accidental damage or a product defect.

7. Return Shipping

For eligible change-of-mind returns, customers are responsible for the direct cost of returning the jewellery.

We recommend using a secure, tracked and appropriately insured courier service.

Where goods are returned under applicable statutory rights relating to defects, Orion Jewellers will meet its obligations regarding return costs and risk.

Customers should not dispatch returns before receiving return instructions.

8. Refund Processing

Once returned jewellery has been received, Orion Jewellers will inspect the item and confirm the outcome of the return request.

For approved change-of-mind returns, refunds will be processed to the original payment method wherever reasonably possible.

Refunds arising from the statutory seven-day online cooling-off right will be processed within 30 days of cancellation, in accordance with applicable legislation.

Refunds for other approved returns will be processed within a reasonable period, subject to applicable law and payment-provider processing times.

Where the statutory cooling-off right applies, no cancellation or restocking penalty will be imposed.

9. Exchanges

Customers wishing to exchange eligible jewellery must contact Orion Jewellers within 7 calendar days of delivery.

Exchanges are subject to the item's eligibility, condition and stock availability.

Any price difference between items will be communicated before an exchange is finalised.

Customised or personalised jewellery may be excluded from discretionary exchanges, without limiting statutory rights.

10. How to Request a Return

To initiate a return, please contact Orion Jewellers through our official customer support channels.

Include:

• Your full name.

• Your order number.

• The date your order was delivered.

• The reason for your return.

• Clear photographs where the request relates to damage, defects or an incorrect item.

Our team will review the request and provide further instructions.

Please do not return jewellery without first contacting our team.

11. Consumer Rights

This policy operates in accordance with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Nothing in this policy is intended to exclude, restrict or waive any consumer rights that cannot lawfully be excluded.

Where legislation provides greater protection than this policy, the applicable legislation will prevail.

ORION JEWELLERS

For all return and refund enquiries, please contact our customer support team through our official communication channels.