Jewellery policies

About these policies

These policies apply to Sedgars Boutique jewellery, bespoke commissions and services in South Africa. The Boutique is operated by Zemdock Pty Ltd trading as Sedgars (registration number 2021/647731/07). Read them with Sedgars’ Terms and Privacy Policy. These Boutique terms govern any conflicting general provision on the same subject. Your statutory rights always remain.

Orders and cancellations

Prices are in rand and include VAT where applicable. Delivery and additional charges are disclosed before payment. Orders are accepted after availability and payment checks; an automated acknowledgement alone is not acceptance. We refund unavailable items and do not substitute a piece without your agreement.

Contact us promptly to cancel. Standard-stock orders cancelled before dispatch and authorised alteration work begins are refunded without penalty. Dispatched orders follow the return process. Bespoke cancellations follow your agreed quotation. Statutory rights for late or unfulfilled orders remain.

Delivery and collection

We deliver to approved South African addresses. Delivery is free anywhere in South Africa on orders over R1,000; any other delivery charge is confirmed before payment. Ready-stock dispatch is targeted within one to two business days after checks. Transit estimates are confirmed for your area; resizing and bespoke work take additional time. Business days exclude weekends and public holidays.

We use tracked delivery with full-value transit protection and remain responsible until verified handover to you or an approved nominee. High-value orders may require specialist delivery or collection. Identification may be required; unattended delivery is not permitted. Wait for our collection confirmation before visiting.

Contact Sedgars for missing, damaged or incorrect deliveries. We handle the courier investigation. An unboxing video or a report within 24 hours is not a condition of your statutory rights. Transit cover does not insure the piece after handover.

Returns exchanges and refunds

Request an eligible standard-stock return within 14 calendar days of receipt or collection. Under our commercial offer, the piece must be unworn, unaltered and in its original condition, with supplied packaging, accessories and documents. Reasonable inspection or brief fitting is allowed. Contact us before returning it; we arrange approved collection or an in-store return. A timely request remains valid if our courier collects later.

For change-of-mind returns, you pay the disclosed direct return cost. We do not charge a restocking penalty. Exchanges depend on availability; agreed free-exchange benefits are honoured. We pay qualifying return costs for defects, wrong goods or delivery damage.

Refunds go to the original payment method where possible; store credit is optional. We refund the returned purchase and its attributable paid outbound delivery charge, without deducting delivery originally offered free. Our target is inspection and refund initiation within seven business days of receiving the return.

Where ECTA applies, online goods may be cancelled without reason within seven days of receipt, subject to lawful exceptions. Only direct return costs may be charged and the full payment must be refunded within 30 calendar days of cancellation. Commercial packaging and condition rules do not override statutory rights.

Authorised bespoke, engraved or personally altered pieces are excluded from our additional commercial change-of-mind offer once the work is performed. We explain any lawful online cooling-off exception before approval. Price, sale status, an ordinary size selection or being an earring does not automatically remove statutory rights.

Quality and documentation

For qualifying defective goods within six months after delivery, the CPA allows return at our risk and expense and your choice of repair, replacement or refund. Manufacturer warranties are additional. Qualifying unsuccessful warranty repairs can trigger replacement or refund rights within three months after repair.

Wear, accidents, misuse and alterations are assessed on the facts; they do not automatically establish or exclude a manufacturing fault. Contact us if a stone moves or a setting or clasp appears insecure.

The listing or quotation identifies the materials, stone origin and documents supplied. Independent grading reports or valuations are included only where stated. A valuation is not insurance or a guaranteed resale value. Any watch warranty is specific to its brand and model.

Resizing engraving and aftercare

Request one complimentary first resizing within 30 calendar days of receipt or collection for an eligible Sedgars ring. Resizing is arranged only through our Vereeniging counter. The complimentary resizing covers a change of up to two sizes up or two sizes down; a larger change is quoted before any work begins. We assess whether the design and size change are safe. Remaking, extra specialist work and engraving are quoted separately. Return implications are explained before alteration.

Routine cleaning, inspection and safe minor tightening of Sedgars Boutique jewellery are complimentary at our counter for the life of the piece. Polishing, plating, repairs, replacement parts or stones and transport are separately quoted. Cleaning methods depend on the material and condition; lifetime cleaning is not a lifetime replacement warranty.

Engraving or irreversible work requires approval of the exact instructions before it begins.

Bespoke commissions

A ring-builder enquiry requests a quotation; it does not place an order, reserve a stone or take a deposit. Before manufacture, we agree the design, stone and metal specifications, size, total price, deposit, revisions, timing and cancellation terms in writing. Production starts after recorded approval and verified payment of the agreed deposit.

Changes require an agreed price and timing update. Cancellation deductions must be lawful, itemised and reflect evidenced work or non-recoverable commitments, allowing for costs avoided or recovered. Deposits are not automatically forfeited. Personalisation does not remove remedies for defective or non-conforming work.

Repairs valuations and customer property

Services are arranged through our Vereeniging counter and appointed outside specialists. We record the item’s condition, requested work and collection details, and confirm the quote, any assessment fee and timing before proceeding. Extra costs and irreversible work require your approval. Customer-owned stones and jewellery require agreed testing, risks, custody and material-return instructions.

We take reasonable care of your property and remain your contact for service problems. Applicable service-quality remedies and the CPA three-month warranty on installed repair parts and their installation labour remain available. Courier servicing requires a separately approved arrangement.

Where electronic service cooling-off applies, cancellation is available within seven days of agreement. Starting sooner requires recorded consent and an explanation of the applicable exception.

Valuations state their purpose and date but do not guarantee insurer acceptance. Complimentary Zakaat weighing records measurements; it is not a religious ruling.

Privacy and cookies

We use contact, order, design, delivery and service information to respond, fulfil purchases, protect property and meet legal duties. Necessary details may be required to fulfil your request; optional marketing consent is separate. Relevant information is shared with Shopify, payment providers, approved couriers and specialists, and insurers or advisers where necessary.

We protect records, retain them only for justified purposes and use lawful safeguards for overseas processing. You may request access, correction or lawful deletion, object where permitted and unsubscribe from marketing. See Sedgars’ full Privacy Policy for details and the Information Regulator’s complaint process.

Necessary cookies support shopping and security. Optional tracking requiring consent is enabled only after consent; use the website’s cookie controls to change your choice.

Contact and complaints

Email web@sedgars.co.za or call +27 16 422 3804 with your order or service reference. Boutique counter: 2 Leeuwenhoek Street, Duncanville, Vereeniging, 1939. Arrange returns before sending jewellery.

If a complaint remains unresolved, you may approach the Consumer Goods and Services Ombud, the National Consumer Commission or another competent authority. Privacy complaints may be submitted to the Information Regulator. Our complaint process does not pause a statutory refund deadline.