Your six-month right
The Consumer Protection Act gives you an implied warranty of quality on everything you buy from us. If a piece has a fault in its materials or how it was made, and you tell us within six months of delivery, you can choose to have it repaired, replaced or refunded. We cover the delivery both ways.
What counts as a fault
- A clasp, jump ring or post that breaks in normal wear.
- A stone that comes loose or falls out of its setting.
- A finish that peels or flakes.
- A piece that arrives damaged, or is not as described on its product page.
What is not covered
- Damage from an accident, such as a chain caught and pulled, or a ring knocked against a hard surface.
- Damage from chemicals such as chlorine, cleaning products or hair dye.
- Changes from normal wear over time, such as small scratches.
- Pieces that have been altered or repaired by someone else.
- Lost pieces or lost stones where the setting is undamaged.
Our care guide explains how to keep your jewellery at its best.
How to make a claim
Send us the details
Contact us with your order number, a short description and a photo of the fault.
We confirm the next step
Within one working day we reply with a return reference and a courier collection or return address, at no cost to you.
Choose your remedy
Once we have checked the piece, we repair it, send a replacement or refund you, whichever you chose.
After six months? Contact us anyway. We look at every case and will tell you honestly whether we can repair a piece.
Still need help
Talk to us
We reply to every message within one working day, Monday to Friday, 9:00 to 17:00. Have your order number ready if your question is about an order.
hello@raineandco.co.za