Returns & Warranty Policy

At AC Jewels, every piece that leaves our atelier carries with it our commitment to exceptional quality. Should your purchase not meet your expectations, our Returns & Warranty Policy ensures you may shop with complete confidence, knowing your jewellery is protected by our promise of craftsmanship.

1. Return Eligibility

• Return Period: Returns are accepted within 7 days of purchase.
• Condition: Items must be unworn, unused, and in their original condition, accompanied by all original packaging, certificates, and documentation.
• Exclusions: The following items are considered final sale and cannot be returned, unless a manufacturing defect is present:
  • Custom-made and bespoke pieces
  • Engraved or personalised items
  • Resized rings
  • Any item that has been altered or adjusted in any way

2. How to Request a Return

1. Contact our team at info@acjewels.co.za or call +27 011 452 0130 with your order number and reason for return.
2. Our team will provide you with detailed instructions and a Return Authorisation.
3. Ensure your item is securely packaged and returned to us, preferably via insured, trackable shipping.

3. Refunds & Exchanges

• Refunds are issued to the original payment method once the returned item has been inspected and approved by our team.
• Shipping fees, duties, and insurance costs are non-refundable, unless the return is the result of a defect or an error on our part.
• Exchanges are processed by returning the original item for a refund, followed by the placement of a new order.

4. Damaged or Incorrect Items

• Please notify us within 48 hours of receiving your order should it arrive damaged or incorrect.
• Kindly include photographs of both the item and its packaging for assessment.
• Once verified, we will arrange a replacement or full refund, inclusive of shipping costs.

5. Warranty

All AC Jewels pieces are protected by a limited warranty covering defects in craftsmanship and materials:

• Coverage: Loose or missing stones resulting from manufacturing defects, as well as faulty clasps, chains, or settings.
• Duration: 12 months from the date of purchase.
• Exclusions: Normal wear and tear, accidental damage, loss, theft, or repairs undertaken by any party other than AC Jewels.

Watches

Timepieces are covered under the manufacturer's warranty issued by each respective brand. The terms, duration, and extent of cover will therefore vary according to the brand's own warranty policy. Please retain your warranty card and proof of purchase, as these will be required for any warranty claim. Our team will gladly assist you in facilitating claims with the relevant brand.

Warranty Claims

1. Contact our team at info@acjewels.co.za or +27 011 452 0130 with your order details, a description of the issue, and photographs where possible.
2. We will advise whether your item should be returned to us for repair or replacement.
3. Approved warranty claims will be repaired or replaced at no additional cost. Should the original item no longer be available, a comparable replacement or store credit may be offered.
4. Customers are responsible for return shipping costs, unless the item is defective. We recommend the use of insured, trackable shipping.

6. Additional Notes

• Periodic inspections or professional maintenance may be required to preserve the validity of certain warranties.
• Our team remains at your service for repairs, maintenance, or any enquiries relating to returns and warranties.