Refund policy

Returns, refunds and warranty

Last updated: 29 October 2026

Every piece is made or chosen by our team in Knysna, and we stand behind our work.

Bought in one of our shops

In line with the Consumer Protection Act 68 of 2008 (CPA), there is no general right to return an item because you have changed your mind. We do not offer refunds, exchanges or store credit if you simply change your mind, choose the wrong size, or if the person you bought it for does not like it. Please choose carefully, and ask us about sizing before you buy.

Bought on this website

Online purchases — cooling-off. If you buy goods from us through our website, you may cancel the purchase without giving a reason and without penalty within seven (7) days after you receive the goods (Electronic Communications and Transactions Act 25 of 2002 (ECTA), section 44). The only charge to you is the direct cost of returning the goods to us. To cancel, please tell us at jewellery@lantic.net; we recommend that you return the goods by trackable, insured courier. We will refund all payments made for the goods within thirty (30) days of your cancellation. This right does not apply to goods made to your specifications or clearly personalised, such as custom-made or engraved pieces (ECTA section 42(2)(f)). This is in addition to your rights under the Consumer Protection Act 68 of 2008 (CPA).

When your order arrives, please check it. If it is not what you ordered, or not of the quality we described, you may reject it and return it to us within ten (10) business days of delivery, at our cost, and we will refund you (CPA section 20). This also applies to custom-made pieces that do not match what was agreed.

Defects: your six-month warranty

Section 56 of the CPA gives you a six (6) month implied warranty of quality. If a genuine material or manufacturing defect appears within that period, you may choose to have the item repaired or replaced, or to have your money refunded, in line with the Act. If we repair it and the defect is not fixed, or a further defect appears, within three (3) months of the repair, we will replace the item or refund you. The warranty does not cover damage caused by accident, misuse or abnormal wear, or damage caused by work done on the item by anyone other than us.

Pre-owned, clearance and antique items

These are sold with the specific wear, markings and condition details recorded on your invoice. We show them to you before you buy, and by buying you accept the item in that condition. The CPA warranty still applies to anything that was not disclosed.

Deposits

  • Custom and made-to-order work: because the piece is made to your specification, your deposit is non-refundable as far as the law allows. It secures the materials, labour and workshop time reserved for your order.
  • An item held for you from stock: your deposit is refundable until work on the item begins.
  • Repairs: a deposit may be required before work starts. It is non-refundable as far as the law allows; once work has started, it covers the materials, labour and workshop time already committed.

This does not limit your rights under the Consumer Protection Act 68 of 2008 (CPA) that cannot be excluded.

How to make a claim

  • Bought in a shop: bring the item and your invoice to either of our shops, Knysna Manufacturing Jewellers at Woodmill Lane or Knysna Diamond Corporation at the Knysna Waterfront.
  • Bought online: email jewellery@lantic.net first and we will reply with what to do next. If we confirm a defect within the warranty period, we refund your reasonable, documented cost of sending the item to us.

Returns from outside South Africa

We are unable to arrange shipping from other countries. For a warranty or defect assessment, please return the item to our shop in Knysna at your own cost, by trackable, fully insured courier. If we confirm a defect within the warranty period, we will reimburse reasonable, documented return postage and insurance. Original delivery fees, currency-conversion fees and customs duties are not refundable.

How refunds are paid

Where a refund is due, we pay it to the card or account used for the original purchase.

Care Plan

New pieces from R40,000 may qualify for our complimentary Care Plan. It is in addition to the rights above and does not replace them.

Complaints

If we cannot resolve a complaint with you, you may refer it to the Consumer Goods and Services Ombud (CGSO). Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA). Our full terms are in our Terms of service.

Knysna Jewellers · jewellery@lantic.net · +27 44 382 1325