Terms of Service & Store Policies
Welcome to Gems & Stuff. As an online-only jewellery retailer, our operations and timelines are strictly structured to ensure efficiency and fairness. By making a purchase on our website, you agree to the following terms and conditions.
We reserve the right to update, modify, or replace any part of these Terms by posting updates and/or changes on our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
1. Critical Policy Timelines (The Tracked Delivery Rule)
- The Baseline: Our 14-day exchange/refund window and our 3-month manufacturing assessment period begin strictly from the date the tracking link shows your order was successfully delivered to your address.
- No Exceptions: This timeline applies strictly regardless of when the item is gifted, proposed with, or first worn. If 14 days have passed since the tracked delivery date, we are unable to offer a refund or an exchange under any circumstances.
2. Refunds & Exchanges
We allow a maximum of one exchange per order within the 14-day window. To initiate a return or exchange, please email us at info@gemsandstuff.co.za.
- Eligibility & Condition: To qualify for a refund or exchange, the item must be completely unused, in its original condition, and returned in its original packaging.
- Required Documentation: You must provide proof of purchase, including all accompanying documents, certificates, ring boxes, and any other items received with your order.
- Exclusions: Only regular-priced items are eligible for a return. Sale and promotional items are strictly final sale and non-refundable.
- Refurbishment Fees: If an item being exchanged has been resized or engraved by us, a refurbishment fee applies to prepare the piece back for stock:
Sterling Silver: R350
Gold (Yellow, White, Rose) & Platinum: R600
- The Refund Process: Once received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are credited to the original payment method within 10 business days (excluding shipping costs). If your refund is delayed past 10 business days, please check with your bank or credit card provider before contacting us.
- Gift Returns: If the item was marked as a gift at checkout and shipped directly to you, a gift certificate will be issued to you upon receipt. If it was not marked as a gift, the refund will be issued directly to the original purchaser.
3. Warranty & Manufacturing Assessments
At Gems & Stuff, we do not offer a general warranty or lifetime guarantee on our products due to the delicate nature of fine jewellery.
- 3-Month Assessment Window: We offer a 3-month assessment period from the tracked delivery date. If an issue arises that is not the result of wear and tear, you may return the item for evaluation by our master goldsmith.
- Process & Timelines: Evaluations take approximately 6 business days (excluding transit time). Once we provide feedback and options, you have 10 business days to give us instructions. Should we not hear from you within this timeframe, the item will be couriered back to you in its assessed, unrepaired condition.
- Wear & Tear vs. Defect: If our goldsmith determines damage is due to negligence, daily wear, or overuse, repair costs will be the customer’s responsibility.
- Third-Party Workmanship: Gems & Stuff is not responsible for, and will completely void any association with, alterations or repairs conducted by a third-party jeweller.
4. Shipping & Logistics
Because we operate entirely online, we do not have a physical pick-up or drop-off location. All returns, exchanges, or repairs must be handled via our courier service.
- Outbound Shipping: We offer free shipping on all initial jewellery purchases. National deliveries take 3–4 business days. Cape Town deliveries are completed on the same or next business day.
- Split Shipments: Free shipping applies to items sent together. If you request items from a single order to be shipped separately, a fee of R150 per split shipment will apply.
- Return Shipping Fees: The cost of courier collection and return delivery for exchanges, refunds, or assessments is fully borne by the customer.
- Rates: Courier fees are R150 each way (R150 for collection and R150 for return delivery), including regional areas. For refunds, this return courier cost will be deducted from your total refund amount.
5. Ring Sizing & Resizing
- Customer Responsibility: It is the customer's absolute responsibility to ensure the correct ring size is selected before purchasing. Gems & Stuff cannot be held liable for incorrect sizing decisions.
- Resizing Service: Resizing takes 6 business days. The customer is responsible for both the resizing fee and all associated courier costs.
- Resizing Fees:
Sterling Silver: R350 per ring
9ct & 18ct Gold / Platinum: R600 per ring
- New Ring Mount Costs (If a ring cannot be resized and requires a remake):
Sterling Silver: R600 (5-week production time)
9ct Gold (Yellow, White, Rose): R3,500 (5-week production time)
Gems & Stuff Ring Sizing Kit
To guarantee an accurate fit, we highly recommend purchasing our sizing kit before ordering.
- Purchasing a kit rewards you with a R250 voucher for your next jewellery purchase or upgrade.
- The voucher is non-transferable, must be used on the same account, and expires 6 months from issue.
- Vouchers cannot be applied toward repairs, shipping, assessments or resizing services.
- Note: If a customer measures incorrectly using our kit or any other method, Gems & Stuff cannot be held liable. Please watch our instructional guide here: How to Use Sizing Kit.
6. Production Lead-Times & Custom Orders
- Standard Lead-Times: All made-to-order items require 5 weeks for production before shipping. While we aim for perfection, unexpected local utility disruptions (such as load-shedding) may cause minor delays.
- Cancellations: Any cancellation or refund request for a standard lead-time order is subject to a 30% cancellation fee of the total purchase price.
- Bespoke & Custom Designs: Custom pieces (items not listed on our website) are exclusively available in platinum or 9ct, 14ct, and 18ct gold.
A 30% non-refundable deposit is required upfront.
If a customer wishes to exchange a completed bespoke item, they may exchange it for an item of equal or higher value; refunds will be processed less the non-refundable 30% deposit.
Bespoke production requires a strict 5-week timeline.
7. Specific Material & Promotional Rules
Gold-Plated Jewellery Guidelines
Our gold-plated jewellery (including yellow and rose gold plated over sterling silver) is designed for elegance, but it is not solid gold.
- Natural Wear: As with all plated items across the industry, the plating will naturally wear off over time.
- Longevity Factors: The lifespan of plating is highly variable and depends entirely on individual body chemistry (e.g., skin acidity levels), frequency of wear, contact with hard surfaces, and exposure to everyday chemicals (perfumes, sanitizers, lotions, water).
- Warranty Exclusion: The fading or wearing away of plating, as well as scratches, dents, or breaks from daily use, is considered natural wear and tear. It does not qualify for warranty, replacement, or assessment coverage.
- Anniversary Collection: Gold-plated rings from our Anniversary Collection cannot be resized. If an incorrect size is ordered, the ring must be completely remade at the customer's expense, incurring a 5-week lead time.
- Adjustable Rings: Our adjustable styles are designed strictly for sizes J½ to T. Bending or adjusting the metal beyond these limits weakens the ring and can cause snapping, which is not covered by our store.
GRA Certificate & Moissanite Warranty
- The GRA warranty applies strictly to the Moissanite center stone itself, ensuring its optical characteristics (brilliance, fire, clarity) never fade. It does not cover the metal setting or accent stones.
- To qualify for a free stone replacement, the stone must be physically damaged, and the original physical GRA certificate must be returned with it in perfect condition. Digital copies or photocopies will not be accepted.
Promotions & Final Sales
- Seasonal Sales: All purchases made during our Winter Sale & Black Friday Sale are final sale. We offer absolutely no refunds, returns, or exchanges on these items.
- Free Wedding Band Promotion: Qualifying Moissanite engagement rings displaying the promotional banner include a complimentary sterling silver or gold-plated wedding band. This band is a gift and cannot be exchanged or traded for cash. This promotion excludes the 9ct Gold Collection, custom bespoke rings, and post-purchase upgrades. Any resizing or shipping costs for the promotional band are the responsibility of the customer.
Online Store Terms
By accepting these Terms of Service, you confirm that you are at least the age of majority in your country or province of residence, or that you have obtained the necessary consent from a legal guardian to allow any minor dependents to use this site.
You agree not to use our products for any unlawful or unauthorized purposes, and you shall comply with all applicable laws and regulations, including but not limited to copyright laws, in your jurisdiction.
You must not transmit any malicious software, such as worms, viruses, or any other code of a destructive nature.
Any breach or violation of these Terms will result in the immediate termination of your access to our services.
General Conditions
We reserve the right to refuse service to any individual or entity at our discretion, for any reason, at any time.
You acknowledge and agree that your content (excluding credit card information) may be transmitted unencrypted and may involve:
- (a) transmissions over various networks,
- (b) modifications necessary to conform to the technical requirements of connected networks or devices.
Rest assured, credit card information is always encrypted during transmission over networks to ensure security.
You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service, your use of the Service, or your access to the Service, including any contact on the website through which the Service is provided, without our express written permission.
The headings used in this agreement are for convenience only and will not limit or otherwise affect the interpretation of these Terms.
Accuracy, Completeness, and Timeliness of Information
We make no representations or warranties regarding the accuracy, completeness, or timeliness of the information available on this site. The content provided is for general informational purposes only and should not be relied upon as the sole basis for making decisions. We recommend consulting primary, more accurate, complete, or timely sources of information before making any decisions. Any reliance on the materials on this site is done at your own risk.
This site may include historical information, which is not current and is provided solely for reference. While we reserve the right to modify the content on this site at any time, we are under no obligation to update any information. You acknowledge that it is your responsibility to regularly review and monitor changes to the content on our site.
Modifications to the Service and Prices
Prices for our products are subject to change at any time, without prior notice.
We reserve the right to modify, suspend, or discontinue the Service (or any part or content thereof) at any time, without notice.
We shall not be held liable to you or any third party for any modifications, price changes, suspensions, or discontinuation of the Service.
SECTION 14 - PRODUCTS OR SERVICES
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region, or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
SECTION 15 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, re-sellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns Policy.
SECTION 16 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 17 - THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 18 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive, or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 19 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.
SECTION 20 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 21 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 22 - PROMOTIONS
We maintain the right to end any promotion at our own discretion, without any prior notice to any individual. We will not be held to account for any promotional items that are purchased after a promotion has ended.
SECTION 23 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Gems and Stuff, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 24 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Gems and Stuff and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 25 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 26 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 27 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 28 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of South Africa.
SECTION 29 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 30 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at info@gemsandstuff.co.za