Refund policy

RETURN & REFUND POLICY

Last updated: January 2026

At Heritage & Co., we take great care in crafting fine jewellery of enduring quality. If for any reason your purchase does not meet expectations, we offer the following return and refund terms.

1. Return Eligibility

You may request a return or exchange within 14 days of receiving your order, provided that:

  • The item is unused, unworn, and unaltered

  • The item is returned in its original condition

  • All original packaging, certificates, documentation, and protective materials are included

  • The item shows no signs of wear, damage, or alteration

Heritage & Co. reserves the right to refuse any return that does not meet these conditions.

2. Exclusions – Final Sale Items

The following items cannot be returned, refunded, or exchanged, except where required by applicable consumer protection law:

  • Personalised or engraved jewellery

  • Custom-made or bespoke pieces

  • Made-to-order items

  • Items that have been resized, modified, or altered after purchase

  • Items marked as Final Sale

Once production of a personalised or bespoke item has commenced, the order cannot be cancelled.

3. Return Process

To initiate a return request, please contact us at:

heritage@heritageandco.co.za

Include:

  • Your order number

  • Reason for return

  • Clear photographs (if applicable)

Returns sent without prior approval may be refused.

4. Return Shipping & Risk

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect

  • We strongly recommend using a fully insured and trackable courier

  • Heritage & Co. is not responsible for items lost or damaged during return transit

Risk remains with the customer until the item is safely received and inspected by Heritage & Co.

5. Refunds

Once your return is received and approved:

  • Refunds will be processed to the original payment method

  • Please allow 7–10 business days for processing

  • Original shipping fees are non-refundable

If a return is refused, the item will be returned to the customer at their expense.

6. Defective or Incorrect Items

If you believe your item is defective or incorrect:

  • Notify us within 48 hours of delivery

  • Provide photographs and a description of the issue

Manufacturing defects will be assessed and resolved through repair, replacement, or refund at Heritage & Co.’s discretion.

Normal wear and tear, accidental damage, or improper use are not considered defects.

7. Statutory Rights

Nothing in this policy limits your rights under the South African Consumer Protection Act (CPA).