Refund policy
Consumer Policy
This policy outlines how Lailah & Co. manages order deposits, cancellations, returns, repairs and warranties in accordance with the Consumer Protection Act 68 of 2008 (CPA).
Lailah & Co. specialises in made-to-order fine jewellery. Each piece is crafted specifically for the client once an order has been confirmed. Because of the bespoke nature of our work, certain policies differ from those of retailers selling mass-produced jewellery.
We are committed to transparency, craftsmanship and responsible customer care. Should you feel that we have not met the standards outlined below, we welcome you to contact us so that the matter can be reviewed and resolved fairly.
Deposits & Order Confirmation
Lailah & Co. jewellery pieces are custom made according to the diamond, gemstone, metal and ring size selected when placing an order.
To begin production, a minimum deposit of 50% of the total order value is required.
This deposit allows us to secure the materials necessary to craft your piece, including:
• Precious metals
• Diamonds or gemstones
• Production allocation with our jewellers
Because these materials are sourced specifically for each client, deposits are non-refundable once the order has been confirmed.
Completion & Final Payment
Once your jewellery piece has been completed, we will notify you and arrange either collection or delivery along with an image or video of your piece.
The remaining balance must be settled within 5 working days of notification that the piece is complete.
Lailah & Co. reserves the right to withhold collection or delivery until the full balance has been received.
If the outstanding balance is not settled within this timeframe, reasonable administrative or storage fees may apply until payment has been completed.
Order Cancellations
Because most Lailah & Co. pieces are custom manufactured, orders cannot be cancelled once production has begun.
If an order is cancelled before production begins, the deposit remains non-refundable as it is used to secure and purchase materials for the order.
Returns & Manufacturing Faults
Due to the bespoke nature of our jewellery, custom-made items cannot be returned for change of mind.
However, in accordance with the Consumer Protection Act, clients may report any manufacturing defect within six months of receiving the item.
A manufacturing defect refers to circumstances where the item:
• Contains a fault in craftsmanship
• Does not match the agreed design specifications
• Is not structurally fit for its intended purpose
If a manufacturing defect is confirmed, Lailah & Co. will offer one of the following remedies:
• Repair of the jewellery piece, or
• Replacement of the jewellery piece
Where repair or replacement is not reasonably possible, store credit to the value of the original purchase price may be offered.
Lailah & Co. does not offer cash refunds on bespoke jewellery pieces.
All claims are subject to inspection by our jewellers to determine whether the issue is due to a manufacturing fault or normal wear.
Warranty & Repairs
In accordance with Sections 55 and 56 of the Consumer Protection Act, all jewellery carries a 6-month warranty against manufacturing defects.
Although our jewellery is produced with great care, should a genuine manufacturing issue arise, it will be addressed accordingly.
The warranty assumes responsible wear and proper care of the jewellery.
What the Warranty Covers
• Manufacturing defects in craftsmanship
• Structural faults in the setting
• Stones becoming loose due to manufacturing error
What the Warranty Does Not Cover
The warranty does not cover:
• Normal wear and tear
• Scratches or dents from daily wear
• Rhodium plating wear on white gold
• Damage caused by impact or accidental force
• Bent claws caused by pressure
• Lost stones due to impact or damage
• Damage resulting from improper care
Stone Security
All stones are professionally set and inspected before delivery.
However, jewellery settings can gradually loosen over time due to everyday wear or accidental impact.
Clients are encouraged to have their jewellery professionally inspected once or twice per year to ensure that stones remain secure.
Lailah & Co. cannot be held responsible for stones that are lost due to:
• Impact or accidental damage
• Bent or worn claws
• Improper handling of the jewellery
• Lack of routine maintenance
Stone loss is not considered a manufacturing defect unless reported immediately upon receiving the item and confirmed through inspection.
Ring Size Responsibility
Clients are responsible for ensuring the correct ring size is provided when placing an order.
We strongly recommend that ring sizing be confirmed by a professional jeweller prior to ordering.
If resizing is required after delivery, this will be quoted as a separate service.
Certain ring designs cannot be resized due to structural limitations. These may include:
• Full eternity bands
• Half / Full Pavé bands extending around the ring
• Certain structural designs
In such cases, a remake of the shank may be required.
Metal Wear & Rhodium Plating
All precious metals naturally develop signs of wear over time.
This may include:
• Light surface scratches
• Minor dents
• Gradual loosening of claws after extended wear
These characteristics are considered normal wear and tear and are not manufacturing defects.
White gold jewellery is plated with rhodium to achieve its bright white appearance. Over time, this plating will naturally wear depending on:
• Lifestyle and activity level
• Skin chemistry
• Frequency of wear
Rhodium replating is therefore considered routine maintenance and is not covered under warranty.
Lifestyle & Impact Disclaimer
Engagement rings are designed for everyday wear, but they are not indestructible.
Activities that place pressure on jewellery may damage the setting or loosen stones.
Clients are advised to remove jewellery during activities such as:
• Gym workouts or weightlifting
• Manual labour
• Cleaning with chemicals
• Gardening
• Swimming
• Contact sports
Damage caused during such activities is considered accidental damage and is not covered under warranty.
Third-Party Repairs
Jewellery altered, resized or repaired by another jeweller may compromise the integrity of the piece.
For this reason, Lailah & Co. cannot be held responsible for any damage that occurs after work has been carried out by a third-party jeweller.
Such alterations may void the warranty on the item.
Clients are encouraged to contact Lailah & Co. directly should repairs or maintenance be required.
Inspection Process
All repair or warranty claims are assessed individually.
Jewellery returned for assessment may undergo professional inspection under magnification to determine whether the issue is due to:
• A manufacturing defect
or
• Wear, accidental damage, or improper use
The results of this assessment determine the appropriate course of action.