Information about returns, exchanges, cancellations and refunds.
At ODSY, we want you to be satisfied with your jewellery. This policy explains how returns, cancellations, exchanges and refunds are handled.
Your rights under applicable South African consumer protection laws remain in effect regardless of this policy.
For qualifying online purchases, you may cancel your order within seven days after receiving your goods, without providing a reason, under section 44 of the Electronic Communications and Transactions Act.
Where this right applies, you may be responsible for the direct cost of returning the goods. Certain categories of goods and transactions are excluded from this cooling-off right.
If your jewellery arrives damaged, defective or different from what you ordered, please contact us with your order reference and a description of the issue. Photographs may help us assess the problem.
Under the Consumer Protection Act, qualifying defective goods may be returned within six months of delivery, without penalty and at the supplier's risk and expense. Where section 56 applies, you may choose a repair, replacement or refund.
Exchanges for a different style, size or design are not currently offered as an additional voluntary service.
This does not limit your right to a replacement or another remedy where required by law.
Visit our Contact Us page and provide your order reference, the product concerned, your reason for requesting a return and your preferred contact details.
We will review your request and explain the applicable return arrangements. Please keep the item and its accessories safely while the request is being handled.
For qualifying change-of-mind cancellations under ECTA, the customer may be responsible for the direct cost of returning the goods.
Where a return is covered by the Consumer Protection Act's implied warranty of quality, the applicable return must be handled at the supplier's risk and expense.
Return collection points, courier arrangements and instructions will be provided as part of the return process.
Refunds will be handled according to the reason for the return and applicable legal requirements.
For qualifying cancellations under section 44 of ECTA, refunds of payments already made must be completed within 30 days of cancellation.
Where a refund is due for defective goods, ODSY will arrange the applicable refund process. Payment-provider processing times may vary.
Certain products, including goods genuinely made to a customer's specifications or clearly personalized, may be excluded from the statutory online cooling-off right.
Any applicable exclusion will be communicated before purchase. These exclusions do not remove statutory remedies for defective or incorrectly supplied goods.
Need help with a return?
Visit our Contact Us page for support information.