Refund policy

1.In short

• Changed your mind? Return unused pieces within 30 days of delivery for a refund or exchange.
• Cooling-off: you may cancel any order within 7 days of receiving it, without a reason.
• Faulty? Tell us within 6 months for a repair, replacement or refund.
• Return shipping: you pay the shipping cost of sending a return back to us. We only cover it for faulty items.

To start a return, see our returns page.

2.Changed your mind (30 days)

You may return items within 30 days of delivery if they are unused, in their original condition and returned with their packaging. We refund the item price. Original delivery charges are not refunded unless the return is under the cooling-off period below.

Return shipping is at your cost. You pay the courier or postage fee to send the item back to us, and we cannot refund it. Please use a tracked service, as we cannot refund items that do not reach us.

For hygiene, earrings can only be returned for a change of mind if they are unworn and still in their sealed packaging.

3.Cooling-off period (7 days)

Under section 44 of the Electronic Communications and Transactions Act you may cancel your order without reason or penalty within 7 days of receiving it. Let us know by email at hello@raineandco.co.za within those 7 days, then return the items. You pay only the direct cost of returning them. We refund the full amount you paid, including delivery, within 30 days of receiving your notice and the items.

4.Faulty items (6 months)

If a piece has a defect, you may return it within 6 months of delivery under section 56 of the Consumer Protection Act. You choose whether we repair it, replace it or refund you. We cover the return delivery cost for faulty items.

This does not cover normal wear over time, damage from accidents or misuse, alterations, or lost pieces. Our jewellery care page explains how to keep pieces looking their best.

5.Items we cannot accept

• Pieces that show signs of wear, for a change-of-mind return.
• Earrings that are not in their sealed packaging, unless faulty.
• Gift cards, which are not refundable once bought.
• Items bought in a final sale that is clearly marked as final, unless faulty.

6.Gift boxes and gift orders

The gift box add-on is refunded with the item it came with if the whole order is returned. If you received a piece as a gift, we can exchange it or refund it as store credit to you, without telling the person who bought it.

7.How refunds are paid

We refund to the original payment method once we have received and checked the return, usually within 10 working days and always within 30 days. Card refunds can take a few more days to show on your statement. For Payflex and PayJustNow orders, the refund goes to your instalment plan and the provider adjusts or refunds your instalments.

8.Exchanges

Want a different piece or ring size? Ask for an exchange when you start your return. We send the new piece once we receive the original, subject to stock. If the new piece costs more, we ask you to pay the difference; if it costs less, we refund it.

9.How to start a return

Follow the steps on our returns page, or email hello@raineandco.co.za with your order number. Please do not post items back without contacting us first, so that we can track your return.