REFUNDS AND RETURNS for online purchases
- Products purchased online will be accepted for a refund or credit within 30 (thirty) days of delivery date and must be accompanied by the original sales receipt, packaging and all certificates, if applicable, subject to the Products being returned to First Lady Diamonds in good, unused, original, saleable condition acceptable to First Lady Diamonds.
- Subject to clause 1 above, returned products will only receive a full refund of the Purchase Price once received in our studio in South Africa (excluding any courier charges, if applicable) return courier fees are for the purchaser’s cost. If the Product is being returned by an international Customer, First Lady Diamonds shall deduct any applicable VAT, import duties and shipping costs from the Purchase Price prior to the return.
- If the Products are defective within the first 6 (six) months from the delivery date, the Customer may return the Products to First Lady Diamonds for a repair, or (for international purchase) First Lady Diamonds can refer you to a representative in your country to repair the item.
- Any repairs not collected by the Customer after 2 (two) months, and after the required notification process has been followed, will be sold to defray expenses by First Lady Diamonds.
- Please take note that First Lady Diamonds is not obliged to accept returned Products and refund Customers where:
5.1. The Customer cannot provide proof of purchase;
5.2. If in the instance of a Product being sold as a result of direct marketing, the Customer cancels the Agreement long after the 30 day cooling off period has expired.
5.3. The Customer was afforded an opportunity to inspect the Products prior to their purchase and subsequently changed his/her mind about the Products. However, First Lady Diamonds has a discretion in this regard and provides for a 7 (seven) day return policy as per in store refund and return policy;
5.4. The Products have been damaged, due to negligence;
5.5. The Products have been partially or entirely disassembled, physically altered, permanently, installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property; or are a public health concern, evidence of abuse, tampering or misuse of the Products;
5.6. The Customer did not adhere to First Lady Diamonds' instructions or did not keep proof of repair.
- The Customer may be entitled to refunds within 30 days of the delivery date of the Products if:
The Products are not the same as stated on the invoice to the Customer prior to delivery of the Products.
- Refunds will not be given for special orders, discounted, and altered Products, including the sizing or resizing of a ring.
- Refunds will be provided for EFT, cash, cheque and credit card purchases. The reversal of cash or cheque purchases will be effected by means of an electronic funds transfer into the bank account where the payment originated. A copy of the customer’s ID/Passport, banking details confirmation and the Customer’s signature on the refund form is required before a refund is processed to safeguard both the interest of the Customer and First Lady Diamonds. In the event of a cheque purchase, a refund will only be processed after 14 (fourteen) Days to take into account the bank clearing process.
- Reversal of credit card purchases will be effected in store upon presentation of the original credit card used to make the payment. All reversals processed via a speed point are subject to the relevant bank’s turnaround time for the clearing of the funds.
- First Lady Diamonds has the right to refund customers via electronic transfer regardless of the method of payment at managements discretion.
- All refunds will only be done after original payment has been cleared and refund approved by First Lady Diamonds management.