Refund policy

Return & Refund Policy

At Forever Gems, we want you to be delighted with your purchase. This Return & Refund Policy explains your rights and our procedures for cancellations, returns, exchanges, and refunds.

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act, 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act, 25 of 2002 ("ECT Act"), or any other applicable South African law.

Order Cancellations (Before Dispatch)

If you wish to cancel your order before it has been processed or shipped, please contact us as soon as possible at kobus@forevergems.co.za.

If your order has not yet been dispatched, we will cancel the order and issue a full refund to your original payment method.

Once an order has been dispatched, the return procedures outlined below will apply.

Cooling-Off Period for Online Purchases

In accordance with Section 44 of the ECT Act, you may cancel your online purchase within seven (7) days of receiving your order without providing a reason.

To qualify for a cooling-off return:

  • Items must be unused, unworn, and in substantially the same condition in which they were received.
  • Items must be securely packaged to prevent damage during return transit.
  • You must notify us in writing within seven (7) days of receiving your order.

Customers are responsible for the direct cost of returning goods under the ECT Act cooling-off period unless otherwise required by law.

Refunds will be processed to the original payment method within 14 business days after the returned goods have been received and inspected.

Original shipping fees are non-refundable unless required by law.

Change-of-Mind Returns (8–30 Days)

If you change your mind after the seven-day cooling-off period, we may accept returns within thirty (30) days of delivery at our discretion, provided that:

  • The item is unworn, unused, and in its original condition.
  • The item is securely packaged for return.
  • Proof of purchase is provided.

Eligible returns made between 8 and 30 days after delivery will be issued as a Forever Gems store voucher equal to the purchase price of the returned item, excluding shipping costs.

As many of our products are one-of-a-kind, exchanges may not always be possible.

Faulty, Damaged, Incorrect, or Defective Items

Please inspect your order upon delivery and contact us immediately if you receive an incorrect item or if your order arrives damaged.

Under Section 56 of the CPA, products that are defective, unsafe, or fail to meet acceptable quality standards may be returned within six (6) months of delivery.

Where a product qualifies under the CPA, you may choose one of the following remedies:

  • Repair of the item;
  • Replacement of the item, where available; or
  • A full refund to your original payment method.

Forever Gems will cover all reasonable shipping costs associated with the return of incorrect, damaged, or defective items.

Non-Returnable Items

The following items cannot be returned unless they are defective or incorrectly supplied:

  • Custom-made or personalised items;
  • Engraved or resized jewellery;
  • Gift cards or vouchers;
  • Items that have been worn, altered, damaged, or misused after delivery;
  • Products damaged through normal wear and tear.

Due to hygiene considerations, earrings for pierced ears may not be returned if the hygiene seal has been removed.

Return Shipping Instructions

Please send approved returns to:

Forever Gems
Att: Kobus Avenant
81 General Hertzog Boulevard
Wellington
Western Cape
7654
South Africa

All returns must be sent using a reputable, traceable courier service. We do not accept any returns using the South African Post Office.

We strongly recommend insuring high-value items, as Forever Gems cannot be held responsible for goods lost or damaged in transit before they are received by us.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome of your return request.

Approved refunds will be processed to the original payment method within 14 business days. Please note that your bank or payment provider may require additional time to reflect the funds in your account.

Shipping fees, customs duties, taxes, and import charges are non-refundable unless the return results from our error or a defective product.

Contact Us

If you have any questions about this policy or wish to request a return, please contact:

Email: kobus@forevergems.co.za

Please include your order number and details of the item you wish to return to help us assist you promptly.