Refund policy

Return, Refund & Warranty Policy

Last updated: 16 October 2026

At The Urban Jeweler Co., every piece is crafted with meticulous attention to detail and rigorous quality control standards. We stand behind our craftsmanship and want you to wear your fine jewelry with total confidence.

Please read our return, refund, and warranty terms below carefully before placing an order.

1. Warranty Periods & Coverage

We provide warranty coverage on all authentic jewelry pieces sold by The Urban Jeweler Co. The warranty period takes effect on the exact date your package is delivered by our courier.

  • Standard Collection (Necklaces, Pendants, Earrings, Bracelets & Ready-to-Wear Rings): Covered by a 14-Day Manufacturing Warranty.

  • Custom-Made & Bespoke Commission Pieces: Covered by an extended 30-Day Manufacturing Warranty. Because custom pieces undergo strict quality inspection and multi-stage CAD verification prior to dispatch, warranty coverage on custom items strictly covers confirmed structural defects.

What is Covered:

  • Structural flaws resulting directly from manufacturing or metal casting.

  • Defective clasps, settings, or structural hardware present upon delivery.

  • Craftsmanship defects identified upon arrival.

What is Excluded:

  • Normal wear and tear: Surface scratches, metal tarnishing, or natural patina/fading over time.

  • Accidental damage & misuse: Dents, bent shanks or prongs, snapped chains, crushed pieces, or damaged stones resulting from impact, snagging, dropping, or rough wear.

  • Chemical exposure: Damage or discoloration caused by perfumes, lotions, household cleaning chemicals, hand sanitizer, saltwater, or chlorine pools.

  • Third-party work: Any repair, resizing, engraving, or alteration performed by another jeweler automatically voids this warranty.

  • Loss or theft: The warranty does not cover lost, stolen, or misplaced jewelry or gemstones once delivered.

2. How to Submit a Warranty Claim

  1. Email Support: Contact us within your applicable warranty period (14 days for standard items; 30 days for custom pieces) at michelle@theurbanjewelerco.co.za with your order number, a brief description of the issue, and clear photos/videos showing the defect.

  2. Initial Assessment: Our bench jeweler team will review your photos and advise whether the issue falls under our structural manufacturing warranty.

  3. Studio Inspection & Resolution: If approved for physical evaluation, you will ship the item back to our studio. Upon physical inspection:

    • If a manufacturing defect is confirmed: We will repair or replace the piece at zero cost to you and refund your return courier expenses.

    • If non-warranty damage is found: We will provide an honest, transparent repair quote and return courier fee for your review before undertaking any work.

3. Returns & Refunds Policy

Because our jewelry is handcrafted, made-to-order, or custom designed, the following return rules apply:

Non-Returnable & Non-Refundable Items:

  • Custom & Bespoke Jewelry: Custom CAD designs, bespoke commissions, custom-engraved pieces, and specially sourced gemstones cannot be returned or refunded once approved and produced, except in the case of a confirmed manufacturing defect under Section 1.

  • Hygiene Items: Pierced earrings cannot be returned or exchanged due to health and safety regulations, unless defective upon arrival.

Standard / Non-Custom Items:

  • If you wish to return an eligible, standard, non-custom item, you must notify us within 7 days of delivery.

  • To be eligible for a return, the item must be unused, unworn, in its original condition, and returned in all original packaging (including boxes, certificates, and pouches).

  • Return courier fees for non-defective returns will be advised in an email.

Refund Processing:

  • Once your return is received and inspected at our studio, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed back to your original payment method via Yoco (minus initial courier shipping fees) within 5 to 10 business days.

4. Transit & Authenticity Guarantee

  • 100% Transit Insurance Guarantee: All outgoing orders shipped via our approved South African courier partners are fully insured during transit. If your parcel is damaged or lost before it reaches you, we guarantee a full replacement or resolution at no extra cost to you.

  • Authenticity Guarantee: We guarantee the precious metal purity (e.g., Gold, Platinum, Silver) and gemstone qualities specified in your official order documentation, invoices, and product listings.

5. Need Assistance?

For any warranty claims, return inquiries, or repair questions, please reach out directly:

  • Email: michelle@theurbanjewelerco.co.za

  • Phone: 082 614 4225

  • Studio Location: South Africa