Refund policy
Bezel and Bay (Pty) Ltd
RETURN & CANCELLATION POLICY
1. Compliance with Consumer Protection Act
Bezel and Bay (Pty) Ltd, trading as Bezel & Bay Jewellery, operates in accordance with the Consumer Protection Act, 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act (“ECTA”).
Where a customer exercises their statutory right to cancel an online purchase of a standard, ready-to-wear item within 7 (seven) days of delivery, the item must be returned in the same condition in which it was received. This includes all original packaging, certificates, and accompanying documentation.
Provided that the returned item is received in its original condition, Bezel & Bay will process a refund within 7 (seven) business days after the returned item has been received and inspected.
Where permitted under applicable law, Bezel & Bay reserves the right to deduct reasonable costs incurred, including courier charges or transaction processing fees.
2. Cancellation of Orders
Customers may request cancellation of an order before dispatch or before production has commenced.
Where an order is cancelled:
- If cancellation occurs before production or sourcing of materials has begun, Bezel & Bay may refund the payment after deducting reasonable administrative, design, or sourcing costs already incurred.
- If materials have already been sourced or production has started, Bezel & Bay reserves the right to charge a reasonable cancellation fee in accordance with the Consumer Protection Act. This fee may take into account costs relating to design work, labour, and the procurement of materials.
3. Custom & Bespoke Jewellery
Custom-made, bespoke, resized, engraved, or otherwise personalised jewellery pieces are manufactured according to the specific instructions and specifications of the customer.
In terms of the Electronic Communications and Transactions Act, goods that are produced according to a customer’s specifications or that are clearly personalised are excluded from the standard cooling-off return provisions.
Accordingly:
Custom jewellery orders may not be cancelled or refunded once production has commenced, except where required by applicable provisions of the Consumer Protection Act.
4. Product Unavailability
In the unlikely event that a product becomes unavailable after an order has been placed and payment has been received, Bezel & Bay will inform the customer as soon as reasonably possible.
The customer may then choose to:
- Receive a full refund, or
- Select an alternative product of equal value.
Where a refund is required, it will be processed within 7 (seven) business days after cancellation has been confirmed.
5. Refund Method
Refunds will be issued using the same payment method originally used for the purchase unless an alternative arrangement is agreed upon.
The time required for the refunded amount to reflect may vary depending on the policies of the relevant payment provider or financial institution.
To initiate any return or cancellation, please email info@bezelandbay.com